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About the client

A leading owner, operator, and manager of outpatient diagnostic imaging facilities. This organization was seeking payment solutions to improve office operations and boost the overall billing experience for patients.

The problem

The medical center faced complications in issuing patient overpayment refunds, having to do the process and track it manually. Increased errors, sifting through transaction, and added check-mailing were slowing down the billing office.

“We had one major pain point with our previous system – a lack of visibility into transactions prevented us from processing overpayment refunds back to the credit cards used at time of service. We were spending a lot of hours processing those manual refunds.”

—Senior Manager of Patient Account Services

How Practice Management Bridge® helped

  • Integrated the Practice Management Bridge® system to seamlessly align with their existing PMS
  • Increased visibility into transactions processed in a centralized location (the patient’s self-pay portal) to easily process payments and issue refunds
  • Included the option of offering scheduled payment options to help patients meet financial needs and still resolve outstanding bills
  • Provided secure storage of patient credit card info to reduce staff time committed to bill pay follow up

In-office workflows

Improved transaction visibility when processing overpayment refunds:

  • Reduced the hassle of manual refunds
  • Made it easy to locate transactions and issue credits using original credit card
  • Reduced time and money spent on labor to process refunds

Enabled patient payment options to improve patient experience and cash flow:

  • Various payment options for flexibility
  • Saved and encrypted credit card information for future payments
  • Removed need for the team to always follow up with patients

“In addition to transaction visibility and refunding ease, it’s very simple for the staff to input payment information. It’s also very easy for us to go into the system and look up any information that we need related to those auto-draft accounts.”

—Senior Manager of Patient Account Services

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