In this edition of Quarterly DocTalk, Olga Khabinskay, our Director of Operations, sat down with Scott Houghton, co-founder and vice-president of Inbox Health, to unpack one of the most overlooked — yet critical — revenue drivers in healthcare: patient billing.
Key takeaways from our conversation:
• Patient responsibility now accounts for up to 40% of practice revenue — yet it remains under-optimized
• Traditional billing cycles (30–60–90 days) are outdated and reduce collection probability
• Speed + simplicity = higher collections — engaging patients immediately after adjudication makes a measurable difference
• Digital-first experiences (text, email, Apple Pay, Google Pay) dramatically improve payment rates across all age groups
• Reducing friction in billing doesn’t just improve cash flow — it boosts patient satisfaction and retention
One standout insight: practices using modern, patient-centric billing approaches are seeing collection rates up to ~70%, compared to ~50% industry benchmarks.
We also explored where the industry is heading:
- AI-driven patient interactions
- Frictionless payment experiences
- Flexible payment plans as a standard
- A growing need to treat billing as part of the patient experience — not just back-office operations
If you’re a healthcare administrator, RCM leader, or practice owner, this conversation is a must-listen.
Listen to the full episode and discover how to turn billing into a strategic advantage.
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