Handle Patient Billing Responses

Steps

1. Open Billing and find the patient/account.

2. Review the latest statement status and the patient’s current messaging stage.

3. Record the patient response:
• Will pay: note the promise date/amount and set the appropriate stage.
• Dispute/question: document the issue and pause/escalate as needed.
• Wrong contact info: update phone/email and resend.

4. If needed, update the messaging stage or automation inclusion so the next message matches the situation.

5. Monitor the account and follow up based on your office policy.

What Happens Next

• Responses influence what message a patient receives next and whether they should continue through collections.

• If a payment is made, the balance should update based on your normal sync behavior.

You’ll Know It Worked When

• The response is logged on the correct patient/account.

• The patient is in the correct stage for the next outreach.

• After payment, the balance reflects the change (or is syncing).

Common Issues

• Patient says they already paid: verify in PayStack and the PMS, then reconcile timing before escalating.

• Patient promises to pay but keeps missing: advance to the next stage per your collections policy.

• Messages keep sending after a response: confirm stage rules and whether automations should pause for that account.