The patient is now your third-largest payer. Treat them like one.
Transparent estimates before the visit. Dignified outreach after. Payment plans that actually get paid. NSA-compliant, 501(r)-compliant, bilingual, and brand-aligned to your organization. not ours.
responsibility
Six functions, in patient-time order. not call-center order.
PFS only works if it’s designed around the patient’s journey, not around our staffing model. Every workflow below is sequenced to the patient experience: pre-service first, point-of-service next, post-service last.
Pre-service price estimation
NSA-compliant good-faith estimates with line-item detail patients can actually understand. Modeled against the patient’s real benefits and remaining deductible. not a sticker price.
Point-of-service collections
Scripted, measured, and reported weekly. Front-desk and pre-service teams are coached on the conversation, not handed a script and a quota. POS rate published in the monthly scorecard.
Patient statements & e-billing
Mobile-first, branded to your organization. Statement copy is rewritten in plain English. we test for 8th-grade readability. Pay-anywhere: text-to-pay, web, IVR, mail, or portal.
Self-pay outreach & payment plans
Bilingual, dignity-first scripts. We talk to people, not accounts. Plans are right-sized to disposable income, not to a default 6-month grid. The plans we set up actually get paid.
Charity care & financial assistance
501(r)-compliant workflow that actually finds eligible patients before they go to bad debt. Documented sliding-fee. Approved-charity reporting that satisfies your audit committee.
Bad debt & pre-collection
Recovery without reputational damage. Patients who’ve been worked through our PFS lane and still don’t pay are the only ones referred. and only to vetted, ethical agencies on a published roster.
Five touchpoints. Each one designed, not improvised.
PFS quality is decided in the moments most programs treat as throwaways. the estimate, the first statement, the bilingual phone call. We’ve designed each one.
The estimate conversation
Good-faith estimate generated and walked through with the patient before the appointment. Variance written down.
POS collection
Front-desk staff use scripts coached against the patient’s actual benefits. Co-pay, deductible, plan share. clear.
First statement
Mobile-first, plain English, in the patient’s preferred language. Pay-anywhere link. Charity-care path visible.
Outreach call
Bilingual agent, dignity-first script. Plan offered, sized to budget. Charity-care application started if eligible.
Pre-collection review
Senior PFS lead reviews unresolved accounts before any external referral. Reputation gets a human last look.
Five outcomes. Reported monthly.
Activity metrics (calls dialed, statements sent) are easy to game. We measure outcomes. the patient’s experience, your collected dollars, and your reputation.
| METRIC | TYPICAL TARGET | WHY IT MATTERS |
|---|---|---|
| Estimate-to-actual variance | < 8% | If the estimate is wrong, trust is gone. We measure how often the patient pays what we said they would. |
| POS collection rate | +15-25% | Lift over pre-engagement baseline. Cash collected at the front desk is cash you don’t chase later. |
| Self-pay collection yield | +20-30% | Lift on the self-pay book. Better scripts + right-sized plans + bilingual coverage = more paid plans. |
| Patient complaint rate | < 0.5/1000 | Complaints per 1,000 statements. Tracked weekly, shared with your patient-experience team. |
| Bad-debt placement rate | −30-40% | Reduction in accounts referred to external collections. Lower placement = lower reputational risk. |
NSA, 501(r), HIPAA, FDCPA. Built into the workflow.
Compliance isn’t a quarterly attestation. It’s the design of the workflow itself.
No Surprises Act
Good-faith estimates, balance-bill protections, IDR readiness. Built into every estimate & statement workflow.
501(r) & charity care
FAP-eligible patients screened pre-statement. Application support is bilingual. Reconciled to Schedule H.
HIPAA & HITECH
SOC 2 Type II audited, BAA-backed, role-based PHI access. Every patient touch logged and audit-ready.
FDCPA & state collection law
Pre-collection lane is FDCPA-aware before any external referral. Vetted-only agency roster, monitored monthly.
Price transparency
CMS HPT and shoppable-service compliance. Public-facing tools branded to your organization, not ours.
Language access
Section 1557 / Title VI. Bilingual native agents (ES/EN), with telephonic interpretation for 200+ languages.
Patient-financial done in your brand voice, not ours.
Our agents answer the phone with your organization’s name. Statements carry your logo, your colors, your patient-services line. Patients never know they’re talking to a vendor. they shouldn’t have to. Your reputation is the asset; we’re the machinery behind it.
White-label all the way down.
- Branded statements. logo, color, tone, and patient-services line all yours.
- Branded phone presence. agents introduce themselves with your organization name.
- Branded portal & estimates. payment portal, estimate UI, e-bill all in your visual system.
- Coached on your tone. we listen to your patient-experience team’s style guide and train to it.
- No vendor mention. we never sell, upsell, or insert ourselves into the patient relationship.
Four outcomes. Reviewed every month.
Mystery-shop your own statement.
Send us last month’s patient statement and we’ll send back a 4-page critique. readability, channel mix, charity-care visibility, complaint risk. No obligation.