How to improve collections without adding friction for patients
Collections are one of the most sensitive parts of running a small practice. You need predictable revenue to stay stable — but you also want to protect trust, avoid awkward conversations, and keep the patient experience positive. The good news is that you can improve collections without adding pressure or complexity. Most of the work happens upstream, through clear communication and predictable workflows.
These strategies help you strengthen collections while keeping the patient experience warm and supportive.
What you’ll learn
Why collections break down in small practices
How to reduce outstanding balances with simple workflow changes
How to communicate about costs without damaging trust
How to make payments easier for patients
Why collections feel harder than they should
Most collection problems come from predictable issues:
Patients don’t understand what they owe
Bills arrive too late
Payment options are limited or inconvenient
Staff feel uncomfortable discussing costs
Workflows rely on manual follow‑up
Once you address these friction points, collections improve naturally.
High‑value strategies you can use today
1. Set clear expectations before the visit
Patients are more likely to pay when they understand:
what the visit will cost
what their insurance covers
what their copay or deductible responsibility is
when payment is due
A simple pre‑visit message can prevent confusion and reduce unpaid balances.
2. Collect copays and known balances at check‑in
This is one of the most effective ways to improve collections. You can:
verify insurance before the visit
collect copays at check‑in
collect outstanding balances when appropriate
use a script that feels warm and confident
Patients expect this — and it reduces the need for follow‑up.
3. Offer simple, modern payment options
Patients are more likely to pay when it’s easy. Offer:
online payments
text‑to‑pay
saved cards on file (if your EHR supports it)
payment plans for larger balances
Convenience improves follow‑through.
4. Send clear, timely statements
Late or confusing statements are a major source of unpaid balances. Your statements should:
be short and easy to understand
include the exact amount owed
explain why the balance exists
offer a direct link to pay
Timely, clear statements reduce the need for repeated outreach.
5. Use a predictable follow‑up workflow
Collections improve when your team follows the same steps every time.
A simple workflow might include:
statement sent
reminder message after 7 days
second reminder after 14 days
phone call after 21 days
payment plan offered if needed
Predictability reduces stress for both staff and patients
Key takeaways
Collections improve when expectations are clear and workflows are predictable.
Patients are more likely to pay when the process is simple and convenient.
Clear communication reduces confusion and protects trust.
Small workflow changes can significantly reduce outstanding balances
Apply these tools & tips in your practice
To apply these ideas in your own practice, explore Inside Out Medicine’s starter guides, workflow tools, and consulting support. We help small practices build systems that save time and improve care.
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If you’re an independent medical practice looking to reduce administrative burden, improve revenue, and build a resilient team, Inside Out Medicine can help. We design specialty‑aligned workflows, digital tools, and operational systems that make your practice run smoothly with less effort.
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About Inside Out Medicine
Inside Out Medicine helps independent medical practices streamline operations, reduce burnout, and stay financially strong in a rapidly changing healthcare landscape. We specialize in workflow redesign, digital transformation, and team optimization for outpatient and hospital‑based clinicians.
Practice operations we improve: Independent medical practice consulting, workflow redesign, prior authorization optimization, digital transformation for clinics, patient experience improvement, medical practice revenue growth, staffing and retention strategies, operational efficiency for healthcare teams.
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