Patients who are confused about their financial responsibilities are more likely to pick up the phone and call your billing department instead of picking up their pen to write a check for payment. That’s why developing a clear and concise, patient friendly billing statement is important for your bottom line. Using statement design and language best practices, such as avoiding medical jargon and using color to bring attention to key information, you can actually reduce bad debt and accelerate patient payments while lowering call volume from patient inquiries.
Have you arrived at the destination of patient friendly statements or are you only a few steps down the path? Answer the questions below and tally your score to assess the patient friendliness of your billing statements. Curious to see a sample patient friendly statement?
1. In a quick glance of the first page of a statement, what information will a patient be able to see? (Check all that apply.) Your organization’s name and logo
Date of issuance, patient name and account number
A clear statement of what is owed “now” and the due date for next payment
A concise summary of the account (previous balance, new charges, amount covered by insurance, current balance and charges pending with insurance provider)
List of payment options
Phone numbers for English and Spanish customer service lines
A statement of appreciation
Brief instructions about what portion to detach and return with mailed payment
Amount owed and due date reiterated on detachable portion
2. On the second (or subsequent) page(s), what information will a patient be able to see? (Check all that apply.) Charges in greater detail (Room & Board, Pharmacy, Anesthesia, etc.)
Recap of patient insurance information
Date of issuance
Customer service contact information for English and Spanish speakers
Opportunities to update personal and payer information (on detachable portion)
Your organization’s name and logo
3. On subsequent page(s), what information will a patient be able to see? (Check all that apply.) Customer service contact information for English and Spanish speakers
Restatement of payment options
Information about discounts, payment plans and financial assistance
Your organization’s name and logo
Billing FAQs, glossary of relevant terms, guidance for reading the statement
Targeted announcements and messaging
4. Of the following aspects of statement design and patient friendly communications, check the elements that are present on your organization’s patient statements. (Check all that apply.) Logical order of content (simple information first, followed by more details)
White space (portions of the layout left blank)
Everyday language versus heavy use of industry terms
Strategic formatting, including some or all of the following: bolded section headers, larger point sizes for call outs, similar information grouped together
Use of icons (e.g.- a small envelope to represent mailing options)
Tactical use of color in statement text, in graphic elements and overall design
Call-out boxes with rounded edges, generally pleasing designs that enhance readability and color palettes that are true to the providers’ branding
Count the number of items you checked in this quiz, then refer to the guide below to determine where your organization is on the path to providing patient friendly billing statements. 25–30 Your organization is a leader in providing patient friendly communications
20–24 Your organization is well on its way to becoming a patient friendly organization
14–19 Your organization has incorporated a few patient friendly billing practices
8–13 Your organization has started its journey to becoming a patient friendly organization
1–7 Your organization is ready to begin its journey toward becoming a patient friendly organization
Make a positive statement about your commitment to patient friendly billing practices. Call 877.EMDEON.6 (877.363.3666) or visit us online to discover how Emdeon ExpressBill Services can help improve cash flow at your organization.
Do Your Statements Pass the "Friendly" Test? Take Our Quiz to Find Out
