Patient Billing & Collections

Patient responsibility is a growing share of practice revenue. Deductibles, copays, and coinsurance now make up a large part of what many visits cost. Collecting it takes clear statements, easy ways to pay, and respectful follow-up.

Patient billing services handle that work after insurance has paid. They send statements, answer billing questions, offer payment options, and follow up on unpaid balances. Collections work covers older balances, with attention to fair practices and your policies.

Westmont Revenue Partners connects practices and facilities with vetted medical billing experts who provide outsourced patient billing and collections. We match you with a team that fits your patients, your systems, and your tone.

Who this is for

Practices with growing patient balances or many high-deductible plans
Groups whose front desk cannot keep up with statements and calls
Practices without a consistent collection policy
Specialties with large out-of-pocket costs, such as surgery and imaging
Practices that want to offer online payments and payment plans
Owners who want patient billing handled with care for the patient relationship

What's included

Preparation and mailing of patient statements, on paper and electronically
Review of balances to confirm insurance has finished processing
Patient phone support for billing questions
Online payment portal and text or email payment links, where your systems allow
Setup and tracking of payment plans
Follow-up reminders on a set schedule
Handling of returned mail and address updates
Review of credit balances and processing of patient refunds
Application of financial assistance or discount policies you define
Preparation of older balances for outside collection, if you choose
Coordination with payment posting and A/R teams
Reporting on patient balances and payments

How it works

The team learns your billing, discount, and collection policies.
Balances are checked to confirm they are patient responsibility after insurance.
Statements go out on a schedule, with clear amounts and ways to pay.
Patients can call or message with questions. Billers explain charges and set up payment plans.
Reminders continue by statement, phone, or message, based on your policy.
Unresolved balances are reviewed with you before any outside collection step.

Common challenges

Confusing statements. Patients delay paying what they do not understand. An experienced biller uses plain language and clear lines for charges, insurance, and balance.
Balances billed too early. Sending a statement before insurance finishes causes complaints. Billers confirm the claim is fully processed first.
High-deductible plans. Patients may owe more than expected. Billers explain the process kindly and offer payment plans.
Insurance errors that become patient bills. A denial for eligibility or authorization should not always fall to the patient. Billers route those back to the claim team.
Credit balances and refunds. Overpayments from patients or payers must be returned. Billers find and process them according to your policy and applicable rules.
Unreachable patients. Old addresses and phone numbers stall collection. Billers update contact data and try several channels.
Fair treatment. Collections must follow federal and state rules and your own policies. Billers use scripts and escalation steps that respect patients. Ask your attorney about requirements for your state.
Estimates and expectations. Surprise bills hurt trust. Billers support front-end estimates and clear communication where you offer them.

Metrics worth tracking

Patient A/R and aging: how much patients owe and for how long; shows collection risk.
Patient collection rate: share of patient balances paid; shows overall effectiveness.
Point-of-service collections: payments taken at or before the visit; shows front-end performance.
Payment plan performance: how many plans are on track; shows if terms are realistic.
Statement response rate: how many statements lead to payment or contact.
Billing-related complaints and calls: shows where statements or processes confuse patients.
Bad debt and write-offs: shows what is lost and the reasons.

Specialties that use this service

How Westmont can help

We match you with vetted billing experts experienced in patient billing and collections.
We look for teams whose tone and policies fit your patient base.
We help you find providers who work with your statement and payment tools.
We start with a conversation about your policies so the match fits.

Frequently asked questions

What is patient billing in a medical practice?

Patient billing covers the statements, calls, and payment options used to collect the part of a bill that insurance does not pay. That includes copays, deductibles, coinsurance, and services insurance does not cover. It starts after the insurance claim is processed and continues until the balance is paid or closed.

When should a patient statement be sent?

Usually after the insurer has finished processing the claim and the remaining balance is clear. Sending early can confuse patients and create extra calls. Your billing team should follow a set schedule that you approve, with reminders at planned intervals.

Can an outsourced company talk to my patients?

Yes, many do. They answer billing questions by phone or message under your policies and a business associate agreement where protected health information is involved. Ask how they train staff, what scripts they use, and when they hand sensitive cases back to you.

Should I offer payment plans?

Many practices do, because patients are more likely to pay a balance they can manage. Terms should be clear and in writing. A billing partner can set up plans, track payments, and report on them. Your policy and local rules guide the terms.

When should balances go to a collection agency?

That is your decision. Many practices try several statements, calls, and a payment plan first. Before sending an account out, confirm that insurance is settled and that the balance is correct. Check collection rules in your state.

Related services

See what simpler billing looks like

Tell us about your practice and we will connect you with vetted billing experts. Contact Westmont for a quote.

Contact Westmont