Patient Statements

The Challenge

Patient financial responsibility has grown significantly over the past decade. With the rise of high-deductible health plans (HDHPs), larger copays, and increased coinsurance, patients now account for a greater share of practice revenue than ever before. Industry estimates suggest that patient balances represent 25-35% of total practice revenue for many specialties.

Collecting from patients presents unique challenges that differ from payer collections. Confusing statements lead to patient frustration and inaction. Lack of convenient payment options increases friction. Inconsistent follow-up allows balances to age past the point of collectability. And aggressive collection practices damage the patient-provider relationship that practices depend on for retention and referrals.

Many practices struggle to find the right balance between effective collections and patient satisfaction. The result is often a growing pool of patient A/R, increasing bad debt write-offs, and declining patient payment rates — all while the patient responsibility portion of revenue continues to grow.

Our Approach

DeltaRCM's patient statement and collections service is designed to maximize patient payment rates while preserving the patient experience. We treat every patient interaction as an extension of your practice.

Clear, professional statements: Our patient statements are designed for clarity. Each statement includes an easy-to-understand summary of services rendered, insurance payments applied, and the remaining patient balance. We eliminate the confusing jargon and multi-page complexity that causes patients to set bills aside rather than pay them.

Multi-channel delivery: Statements are sent through the patient's preferred channel — print mail, email, or text message. Digital statements include direct links to online payment portals, reducing the steps between receiving a bill and making a payment.

Structured follow-up cadence: We follow a defined escalation timeline: initial statement, 30-day reminder, 60-day follow-up with phone outreach, and 90-day final notice. Each touchpoint is designed to prompt action without alienating the patient. Our representatives are trained in empathetic communication and de-escalation.

Flexible payment plans: For patients who cannot pay their balance in full, we offer structured payment plans that make it easier to resolve balances over time. Payment plans are set up with clear terms and automated recurring charges, improving completion rates and reducing default.

Collections escalation: For balances that remain unresolved after our internal follow-up cycle, we coordinate with your preferred collections agency or can recommend trusted partners. We provide complete account documentation to support the collections process.

Key Benefits

• Higher patient payment rates — clear statements and convenient payment options increase first-touch payment by 20-30%
• Reduced bad debt — structured follow-up ensures balances do not age past collectability
• Preserved patient relationships — professional, empathetic communication maintains trust and satisfaction
• Multiple payment channels — online portal, phone, mail, and text-to-pay options remove friction from the payment process
• Flexible payment plans — automated installment options improve resolution rates for higher balances
• Detailed reporting — patient A/R aging, collection rates, and payment plan compliance metrics keep you informed