Sending letters and making phone calls—it’s what you do when patients miss their payment. 

But it all feels so outdated. It takes time and human resources. It’s also not always effective. 

Patients might miss your call and delete your voicemail. They might toss your letter before opening it or send your email straight to the trash, thinking it’s spam. 

There’s got to be a better way to communicate. There’s got to be a method that’s more direct and aligns with modern patient preferences. 

Well, there is, and it could fast become your medical billing secret weapon. Introducing broadcast messaging and SMS billing. 

In this article, we’ll look at the rise of SMS and broadcast messaging in healthcare. We’ll explore its power and benefits before talking practicalities. 

We’ll also share implementation tips and a few steps you can take today to get started. 

Sharpen your competitive edge with a communication tool that gets through to your patients. 

The Rise of SMS Text and Broadcast Messaging in Healthcare 

Technology evolves, and patient preferences change along with it. In healthcare communication, this stands true. 

Nine in 10 Americans own a smartphone. They’ve become an integral part of our day-to-day lives. 

Mobile users spend an average of three hours and 15 minutes on their phones on any given day. They also check their phones a huge 58 times. 

It goes without saying: if you want to reach the average American, target their phone. 

But that’s just half the story. The other? Phone calls are on the out. And the younger the person, the less likely they are to answer. 

Incredibly, one in four 18- to 24-year-olds flat-out refuse to answer the phone. 

What does this mean for you and your practice’s cash flow? Now’s the time to embrace the growing trend of SMS texts and broadcast messaging in medical billing. 

• SMS texting is sending a direct, short message to an individual patient’s phone. 
• Broadcast messaging sends the same message to multiple patients at the same time. This can also be sent by email, text, or voice message. 

These innovative communication tools improve how you interact with your patients. And quality communication delivers these benefits: 

Improved Patient Understanding 

Confusion is not conducive to fast, accurate payments—quite the opposite. But clear and consistent communication avoids misunderstandings. 

When patients know what’s expected of them financially, they can act. And this gives you a more reliable cash flow. 

On-Time Payment Collection 

Late payments throw your budget out of whack. Suddenly, you’re short. You might not be able to purchase supplies or invest in new equipment. 

But when patients get clear billing notifications, they become more likely to make timely payments. Outstanding balances go down, and your revenue goes up. 

Less Administrative Burden 

Good communication is about anticipating questions and giving patients the information they need. All without them asking. 

Including relevant details in easy-to-understand language means fewer inquiries. This means less for your admin team to deal with. 

Fewer No-Shows 

When patients don’t show up for their appointments, others miss out. In addition, your practice loses money. 

Communication tools like automated appointment reminders can remedy this. They can prompt patients to arrive on time or reschedule their appointments if needed. 

Higher Patient Satisfaction Levels 

Many patients want to feel empowered in the healthcare experience. They want to make informed decisions, but they can’t do that without straightforward communication. 

Get your messaging right and expect better patient retention and positive word of mouth. 

RELATED ARTICLE: Top Trends & Statistics in Medical Billing 

The Power of SMS Messaging in Billing 

What about SMS billing specifically? Let’s explore what makes it such a powerful tool to have in your toolbox. 

Personalized Communication with Patients 

One study concluded: 

“Digitally enabled personalized outreach can improve patient’s experience by providing relevant, meaningful calls to action…” 

Take advantage of this by sending personalized billing reminders directly to patients. Give them that specific, individualized information they need to take the next step. 

For example, clarify their outstanding balances. Share payment instructions. Offer steps to take if they can’t pay because of financial difficulties. 

This makes them feel valued and heard, and that goes a long way. 

Expect these results: 

• Higher patient satisfaction 
• Fewer billing disputes 
• Less time spent on resolving issues 

Automated Billing Updates and Notifications 

How many hours a day do staff spend sending billing updates? That process can—and should—be automated. 

When a bill is generated by your billing software, patients receive an immediate notification directly to their phones. This same logic applies when the bill is due or overdue. 

Your team doesn’t need to spend valuable time on manual follow-ups. At the same time, patients stay informed and in the loop. 

With SMS, you can automate the delivery of billing updates. Patients can receive immediate notifications when a bill is generated, due, or overdue. Automation reduces the need for manual follow-ups and ensures patients are always informed. 

Expect these results: 

• More time for complex tasks 
• Reduced human error 
• Increased overall productivity 

Real-Time Communication with Billing Staff 

With SMS billing messages, patients can chat with billing staff in real time. 

They can ask questions and get answers fast. This means they can resolve any confusion on the spot and make their payment sooner. 

Expect these results: 

• More positive patient experience 

• Faster payment cycles 

• Enhanced reputation as a modern, patient-centered healthcare provider 

Secure Transmission of Sensitive Information 

No ifs, ands, or buts. You must adhere to regulations like HIPAA. The good news? Most healthcare-specific messaging software has security and compliance built-in. 

That way, you reduce the risks posed by human error. You can create exceptional communication policies that make patients, staff, and regulators happy. 

Expect these results: 

• Lower risk of data breaches 
• Greater protection from legal liabilities 
• Stronger patient trust 

Enhanced Patient Engagement 

Regular SMS communication keeps patients engaged with their healthcare provider. They feel like they know what’s going on. They’re kept in the loop, not left in the dark. 

They understand not only what to do but why to do it. This deeper level of knowledge and connection encourages patients to stick to their treatment plans and pay on time. 

Expect these results: 

• Improved health outcomes 
• Higher rates of payment compliance 
• Increased patient loyalty 

Cost-Effective Communication 

Phone calls take time, time your practice is paying for. Similarly, mailed statements demand resources. You’ve got to print them out, put them in envelopes, and send them off. 

SMS messaging, in contrast, is faster and requires no physical supplies. Plus, broadcast messaging allows you to reach many patients at just a fraction of the cost. 

Expect these results: 

• Optimized resource allocation 
• Higher profit margin 
• Better service quality 

Improved Record-Keeping 

It’s frustrating for patients to explain their situation repeatedly. It’s a setback for care providers too. They don’t have all the pieces of the puzzle, which means they can’t see the big picture. 

But SMS platforms can help. They often include features that automatically log all communication. Your practice can then draw on a comprehensive record of interactions to resolve disputes. 

Expect these results: 

• More positive patient experience 
• Transparent and accountable billing process 
• Faster dispute resolution 

Scalable Communication for Growing Practices 

Do you have growth ambitions? You need a communication solution that can cope with higher patient volumes. One that doesn’t lead to a corresponding increase in staffing costs. 

SMS billing and broadcast messaging are exactly that. You can reach more people with little to no extra manual effort. You can maintain exceptional service standards while keeping costs low. 

Expect these results: 

• Growth without investing in additional resources 
• Maximized profitability 
• Consistent service quality 

FROM ONE OF OUR PARTNERS: 8 Ways to Use Text Messaging in Your Healthcare Practice 

Integrating SMS Messaging with Medical Billing Systems 

How do you take advantage of the above benefits? Follow these practical integration tips: 

Track and Monitor Billing Communication 

You want to know if your investment in SMS messaging is worthwhile. To do this, you must track all communications. 

Use software to log reminders, bills, payment confirmations, and messages about outstanding balances. Then, look at the data over a set time period. Identify trends and patterns and learn from the insights you find. 

Customize Messaging Strategies for Different Patient Demographics 

Your patients are all unique. They’re different ages, they might have language preferences, and they have varied levels of tech literacy. Using this information, personalize your messaging strategies. 

For example, a younger patient might prefer a concise message with a direct link to online payment. An older patient might appreciate more detailed instructions. 

You can also use patient broadcast messaging to send mass communications to groups of patients by demographics. This can be broken up by age, location, diagnosis, and more. Practices can even send important updates to their entire database. This could be for things like practice closures, vaccination availability, events, alerts, and more. 

Ensure HIPAA Compliance in Messaging Practices 

Opt for an SMS software solution that’s built specifically for the healthcare industry. That way, you can be sure it’s HIPAA compliant. 

Of course, your responsibility doesn’t end there. Make sure you implement best practices, like secure access controls and obtaining patient consent. 

Do not include sensitive information in the text message itself, and always offer an opt-out option. 

Train Staff on SMS Communication 

Make sure your staff know how to use the messaging platform. This is crucial—a mistake could see a message sent to the wrong person, causing confusion and damaging your reputation. 

Plan for several training sessions and give staff access to resources. You might put together scripts team members can use to respond to frequently asked questions. This can help you maintain consistency. 

Integrate SMS with Your Existing Billing Software 

Automation is a powerful tool. Make the most of it by integrating your SMS messaging platform with your billing software. Doing so means you can: 

• Send accurate and timely payment reminders. 
• Keep an up-to-date log of communications. 
• Avoid having to enter data manually, which can lead to mistakes. 

Just be sure to test your automations before go-live. 

RELATED ARTICLE: 8 Tactics to Improve Revenue Cycle Management for Your Practice 

Top Takeaway Tips for Utilizing SMS Billing 

Eager to bring the benefits of SMS billing into your practice? Get started today with these tips: 

• Think about your patient’s demographics. Personalize SMS messages based on patient age, language preference, and communication style. This makes sure they are relevant, easy to understand, and effective. 
• Flag communication bottlenecks. Spend some time looking at your current communication processes. Where do delays occur? Could SMS billing help? 
• Research and choose the right software. Compare features and costs. Make sure the solution you choose is HIPAA compliant and integrates with your billing system. 
• Automate what you can. Save staff time and resources by planning the communications you’d like to automate. This might include notifications that a bill has been generated, reminders of an upcoming due date, and alerts that a bill has become overdue.