Patient Collections Are Getting Harder. Here's How to Approach Them.

With high-deductible health plans now the norm, patient balances make up a growing share of practice revenue — sometimes 20–30% or more.

The challenge: patients aren't trained payers. They don't respond to paper EOBs, they don't understand their balance, and they often don't pay until someone asks them directly.

What works:

• - Collect copays and known balances at the time of service
• - Provide a clear, plain-language statement (not a copy of the EOB)
• - Offer payment plans proactively — most patients will use them
• - Follow up with a text or email, not just a paper statement

Chasing patient balances reactively is expensive and ineffective. Building collection into the visit itself changes the math.