How IVR Payments for Medical Practices Helps Improve the Patient Experience

By Barnard Crespi

Whether it is the anxiety that precedes a medical procedure, the uncertainty of an illness, or the physical trauma of a broken bone, dealing with a medical issue is seldom if ever anyone’s idea of relaxing. Needless to say, during such situations, bills are generally one of the last things on the minds of patients or their families.

As such, when bills finally come due, patients will often find themselves addressing these payments at very inconvenient times, thereby adding to the stresses they have already experienced.

With that in mind, for the sake of a patient experience that is as stress-free as possible, it is crucial that medical practices endeavor to provide their patients with multiple channels from which to conduct their payments. These payment channels should not only be simple and straightforward to These types of considerations are driving healthcare providers to explore adding more patient-friendly payment options, including the use of integrated online payment portals, extending already long business hours, and in some cases providing around-the-clock patient support services.

Conversant to this, one payment trend that has made significant inroads in the medical payment processing space is the 24/7 Pay-By-Phone option. Pay-By-Phone leverages a technology commonly known as IVR Payments (Interactive Voice Response). This technology allows patients to make payments for bills over the telephone by interacting with an automated and life-like phone system.

As the processes are automated, not only do patients not have to interact with a person to make a bill payment, but wait times are eliminated as well. This translates into patients being able to make a payment any time of the day, without the need for live staff to field the calls, thereby reducing operational costs to the healthcare provider.

  • Benefits To Patients, An IVR Payment solution provides patients with a convenient and secure way to make a payment 24/7 over the telephone. Patients can initiate a payment from any landline or mobile phone when is convenient to them. When designed with the patients in mind, it can be just as easy as talking to a live staff member while taking far less time.
  • Benefits to the Medical Practice,
    • Can significantly reduce operational costs by shifting tasks from higher-cost staff to automation.
    • Healthcare providers can decrease invoice-to-cash time by providing a convenient way for patients to pay bills which is not limited by their hours of operation.
    • Providers can handle multiple payment calls concurrently, which allows for reduced wait times for staff handling other patient inquiries
    • Implement at scale automated payment reminder processes, all without affecting staff capacity or productivity.
    • Lastly healthcare providers can improve their practice’s security posture by addressing many security requirements mandated by the PCI Security Standards Council.

Implementing Automated Pay-By-Phone can help your medical practice process patient payments 24/7 over the telephone, reduce operational costs, reduce the load on your administration/billing team, improve invoice-to-cash time, as well as meet PCI and HIPAA compliance requirements.

You Can download the complete guide (here)  Pay-By-Phone Simplified For Medical Practices

We’re Here to Help

What our clients are saying about us

“Never any issues with you guys! Things just work.”

Gerry Henstra, CEO, Henstra Business Solutions

“Customer service is a really big deal to us, and I am glad to do business with a company that obviously takes it as seriously as we do.”

Jeff Boatman, Global Client Solutions

“We’re happy with the IVR Payment system and it has been working well for us. Recently we also setup your newest SMS (text) receipts and found it to work great.”

IT Manager

“I want to command you and your team at Datatel on the job just completed for Tele-Response Center. The attention to detail and professionalism with which you approached the project was exemplary and greatly appreciated especially considering the several applications that needed to be implemented on short notice. Thanks again for your assistance getting this project off the ground so smoothly.”

Joe Grossman, Sr. Vice President, 121 Direct Response

“My team and I would like to commend Datatel on creating an IVR application that adds great value to our new Travel product. Your knowledge, input and expertise in IVR scripting, call flow management and overall IVR logistics made the development and implementation stages extremely easy to manage. Thank you for a well executed campaign that was launched on time and on budget.”

Ryan McCullough, Marketing Manager, Aegon Direct

“Great team to work with. I look forward to utilizing some additional capabilities in the future.”

Bob Griffin, VP of Operations, MedA/Rx

“We are very grateful for many years of mutually beneficial business relationship with Datatel and for impeccable customer service we have received during these years.”

Director of Student Accounts

“We, Standard Life, very much appreciated Datatel’s expertise, knowledge and support as we worked through the development and implementation stages. Our Clients appreciate the simplicity of the capability, while gathering very valuable feedback. Thanks for making this a very positive experience.”

Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance