Patient Payment Services Boost Collections for a Family Practice
Case Study: Project Overview
A family medicine clinic in the Southeast was struggling to collect balances from patients. With over 60% of revenue dependent on out-of-pocket payments and high-deductible plans, front-desk staff were overwhelmed managing statements, reminders, and payment plans. MCB stepped in to implement its Patient Payment Services and modernize their revenue collection model.
Challenge:
The clinic had no structured patient payment process. Payments were often missed due to lack of reminders or unclear bills. Staff avoided discussing balances during appointments, and patients were confused by insurance statements. As a result, collections slowed, and unpaid balances piled up over months.
- No standardized payment policy or scripts for staff
- High patient AR due to communication gaps
- Missed revenue from uncollected balances
Solution:
The clinic had no structured patient payment process. Payments were often missed due to lack of reminders or unclear bills. Staff avoided discussing balances during appointments, and patients were confused by insurance statements. As a result, collections slowed, and unpaid balances piled up over months.
- No standardized payment policy or scripts for staff
- High patient AR due to communication gaps
- Missed revenue from uncollected balances
Results:
Patient collections rose by 42% in the first 60 days. The online portal was used by 68% of active patients, reducing phone calls and late payments. Staff became more confident in handling financial conversations, and fewer invoices went unpaid past 30 days.
- 42% increase in patient balance collections
- 68% of patients now use the payment portal
- 60% reduction in overdue invoices
- Better patient satisfaction with flexible options
Impact in Numbers:
Percent Increase in Patient Collections
0
Percent of Patients Using Payment Portal
0
Percent Drop in Overdue Invoices
0
New Payment Options Implemented
0
“The difference is night and day. Our front desk no longer dreads payment talks, and our patients appreciate the flexible, friendly approach. MCB gave us a system that works for everyone.”
