When it comes to payments, the patient experience matters just as much as the billing process. Confusing instructions, unclear costs, or outdated systems can turn simple payments into a source of frustration and delayed revenue for your practice. 

Faster payments begin long before the bill is sent. They start with clear communication, upfront transparency, and an experience designed to make every step easy for patients.

Transparency around patient financial responsibility — what they owe, why, and when — directly impacts payment behavior.

"In today’s healthcare environment, the payment process is inseparable from the overall patient experience. When practices use technology to provide clear, upfront cost information and convenient digital payment options, patients feel more confident and engaged. This transparency not only reduces confusion and billing delays but also leads to faster payments and stronger patient loyalty," Dr. Soma Mandal, MD, internist and women's health specialist, New Providence, NJ, says.

Patient-friendly billing means sending short, simple, and straightforward statements with clear charge breakdowns. When patients understand their financial obligations clearly from the beginning, they’re more likely to pay promptly and feel satisfied with their overall healthcare experience. This connection is validated by the Agency for Healthcare Research and Quality (AHRQ), whose research shows that better patient experiences are associated with improved health outcomes and greater patient loyalty. 

This principle is supported by guidance from organizations like the American Medical Association (AMA), which encourages price transparency to address healthcare costs and build patient trust. In fact, studies show that 90% of patients want to know their payment obligation upfront, yet only 20% actually receive this information before their appointment.

Practices that provide transparent cost estimates and clear billing statements experience improved patient engagement, fewer billing disputes, and faster payment cycles.

Payment issues are often caused by communication breakdowns. Patients who get confusing statements may delay payment while they seek clarification, or may avoid paying altogether because they are frustrated with the process. 

This leads to longer collection cycles and increases the time your staff spend on billing inquiries. These inefficiencies compound over time and create cash flow challenges and operational strain for your practice.

Many practices experience slow collections. Here are the most common issues that could be standing between your practice and timely payments.

If a bill looks like a puzzle, patients won’t pay it. Traditional paper statements filled with medical codes and insurance jargon tend to leave patients confused about what they’re paying for.

When statements aren’t clear, itemized, and patient-friendly, patients will call your practice for clarification, which increases administrative burdens and delays payments.

Practices absorb significant revenue loss from claim denials. According to the Healthcare Financial Management Association (HFMA), unresolved denials represent an average loss of up to 5% of net patient revenue.

Paper statements, phone-only payments, and manual claim submissions slow collection and increase coding error rates. When practices rely on paper-based systems or lack integration between scheduling and billing and payment platforms, staff spend excessive time on administrative tasks and risk coding errors that then require claim resubmission.

Patient experience software helps your practice communicate more clearly with patients, offer billing transparency, and enable them to pay on their terms. 

"Investing in patient experience software is one of the most effective ways practices can streamline operations, improve satisfaction, and ensure a healthier revenue cycle," Dr. Mandal says.

The best patient experience software integrates scheduling, EHR, billing, and payments. With it, practices can collect patient payment information during appointment scheduling and provide cost estimates before treatment services are rendered. Billing reminders can also go out automatically alongside appointment reminders, reducing missed payments and manual work.

Modern patient portals give patients 24/7 access to their billing information, allowing them to review and pay bills at their convenience without mailing hassles. Online portals also display billing details in clear, patient-friendly formats and explain charges.

Instead of playing phone tag with the billing team, patients can send a secure message through the online patient portal and get quick answers. This improves satisfaction and keeps the payment process moving.

Optimized operations are key to getting paid faster. Here are some strategies that can help your practice catch all claims, reduce billing errors, and encourage patients to pay their bills.

Implement standardized documentation procedures to reduce coding errors and claim denials. An AI-powered scribe, like Tebra’s AI Note Assist, can help.

Regular training and ongoing education for coding staff will help to ensure accuracy in claim submission. Automated coding software with built-in error checking can also catch mistakes before claims are sent.

Effective revenue cycle management requires systematic tracking of unpaid claims. Practice managers should establish regular review processes to identify and address outstanding claims before they become write-offs.

Modern patients expect multiple, convenient payment methods they can access anytime. Your practice should offer online portals, mobile apps, and text-to-pay options. Offering payment plans also helps patients manage larger healthcare expenses while ensuring your practice receives payment over time, rather than facing nonpayment altogether.

By connecting billing with other operations, Tebra reduces administrative burdens and lets practices be more proactive about the payment process.

Tebra’s patient experience software provides comprehensive integration between scheduling, billing, and EHR, creating seamless workflows that reduce your practice’s administrative burden. The platform enables your practices to provide upfront cost estimates, automated reminders, and multiple payment options through a single system.

Its digital intake forms and online scheduling capabilities collect patient information efficiently while reducing data entry errors that can cause billing delays.

The Tebra platform supports both patient satisfaction and revenue acceleration through better communication and streamlined processes.

It also provides data analytics and reporting that help practice managers identify opportunities for improvement in both patient experience and financial performance. By unifying care, communication, and payments in one platform, your practice can deliver the smooth experience that patients expect.

Practices that invest in communication, transparency, and convenience throughout the patient journey see measurable improvements in financial performance, patient satisfaction, and patient loyalty. Patients who have positive billing experiences are more likely to return for future care and recommend the practice to others.

And when you use software like Tebra that connects every touchpoint, getting paid no longer feels like a struggle. Get a free demo now.