3 Stories That Show How Patient Portals Simplify Billing, Collections

The less time spent in accounts receivable, the sooner the payment becomes part of a provider’s cash flow.

Now that patients’ financial responsibility for their care has grown, patient collections are a top priority for revenue cycle leaders. Many providers have seen success in adopting or expanding the capabilities of their patient portals, turning them into one-stop hubs for care updates and payments.

In addition to being able to pay bills with ease, many patient portals have capabilities allowing patients to view detailed billing statements and communicate with a representative through bots or email.

Here are three stories that show how patient portals are simplifying the billing and collections process.

How Ochsner Health’s Patient Portal Is Enabling Efficient Care, Patient Communication

Ochsner Health’s MyOchsner portal allows patients to schedule visits, interface and coordinate with their healthcare team, and request prescription refills in addition to paying their bills.

Eduardo Benitez, director of physician payments, estimates patient portal utilization to be between 35-45%, with factors like a patient’s location or the department they need to contact coming into play.

How One CEO Has Seen ‘Huge Returns’ on Implementing Digital Payments

For providers looking to focus their digital expansion on patient collections specifically, using electronic billing or mobile payment platforms offers a more siloed approach. When Lake Washington Physical Therapy was looking to improve its operating margins and decrease its accounts receivable, CEO Ben Wobker implemented an electronic billing platform.

According to Wobker, the platform, along with the efforts of billing staff, the clinic’s accounts receivable decreased by almost 50% within the first month.

Best Practices to Avoid Improper Billing

With patients paying more out of pocket, there’s no room for error when it comes to billing. There are many pieces that have to come together before a patient receives a billing statement, each with their own complex process.

First, there’s the coding process, then a lengthy back-and-forth of communicating with payers to appeal any denied claims. While surveys have shown that patients prefer price transparency from the beginning, some organizations are still struggling in their efforts.