When patient responsibility questions do arise, manage and resolve issues in real-time, with modern support tools designed specifically for billers.
With Inbox Health, you can instantly connect HIPAA-compliant email, live chat and SMS correspondence to each patient’s file. Patients avoid long-winded phone menus, and your records are automatically maintained and updated.
Take advantage of live chat smart responses written to address many typical patient queries.
Patients who understand their bill are far more likely to pay – faster than those who put their statement aside until they have time to call for an explanation.
Denny Eye and Laser Center
Patients can reach your billing team through live chat, SMS text messaging, email, and phone (via IVR). All channels are HIPAA-compliant and automatically sync to each patient’s account, so your team always has a complete communication history without manual documentation.
Billing teams typically see a 50-90% reduction in inbound phone calls after implementing Inbox Health’s digital support channels. Patients prefer the convenience of text and chat, and your team can resolve four digital support tickets in the time it takes to handle one phone call.
Smart responses are pre-written, customizable templates that address common patient questions—like “How much do I owe?” or “Can I set up a payment plan?” Your team can respond to routine inquiries with a single click, dramatically reducing response time while maintaining a personal, empathetic tone.
Yes. Billing staff can securely share statements, insurance cards, letters, and other documents directly through live chat, text, and email. This makes it easy to resolve disputes or clarify charges without requiring patients to visit the office or wait for mail.
Inbox Health includes a built-in ticketing system. When inquiries require information beyond what’s available in the platform—such as diagnosis details or explanation of benefits—tickets are automatically assigned to the appropriate team member for follow-up, ensuring no patient question falls through the cracks.
Yes. Patients can submit questions via text, email, or chat at any time. We can either automatically respond and resolve their question with an AI or human agent, or your team receives notifications and can respond when they’re back online. Additionally, the IVR system accepts payments 24/7, so patients can settle balances even after hours.
Yes. Inbox Health’s patient billing support services are available in both English and Spanish, ensuring you can effectively communicate with a broader patient population without language barriers. In addition, our AI response tool can respond and support in any language.
Digital channels enable significantly faster response times compared to phone calls. Live chat inquiries are typically answered within 30 seconds, text messages within one minute, and emails within four to six business hours. With AI support, inquiries are answered instantly. These faster response times remove barriers to payment and improve patient satisfaction.
Yes. Internal notes and payment updates sync directly with your practice management system in real time, depending on the system you use. This eliminates duplicate data entry and ensures your records are always current.
Patients who understand their bills and can get quick answers to questions pay faster. By removing communication barriers and providing on-demand support, billing teams see increased collection rates and shorter days outstanding. Faster issue resolution translates directly to improved cash flow.
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