Maximizing collections from patient services billing is essential for financial health in today’s U.S. healthcare landscape. With patients shouldering more out-of-pocket costs and billing complexities rising, many private practices and hospitals struggle to collect payments on time. The good news is that by implementing a multifaceted strategy – leveraging modern technology, optimizing billing workflows, engaging patients at the front desk, communicating with transparency, ensuring legal compliance, and strengthening insurance verification and claims management – healthcare organizations can significantly improve their collection rates.
This comprehensive guide compiles expert-recommended practices and industry insights to help practice owners, hospital billing departments, third-party billing companies, and payment professionals boost patient payment collections while maintaining positive patient relationships.
Maximize Collections From Patient Services Billing – Expert-Recommended Practices
1. Technology and Billing Software
Using the right technology can streamline your billing process and make it easier for patients to pay. Modern medical billing software and integrated practice management systems help reduce errors, automate routine tasks, and expedite collections. Here are key tech-related strategies:
Offer Digital Payment Options
Today’s patients expect convenient, digital ways to pay their bills. Digital and mobile payment options are non-negotiable for many consumers. Ensure your system supports online patient portals, mobile payments, and kiosk or tablet payments. Accept payments via patient portals or secure links so patients can pay on their phone, at a check-in kiosk, or from home – meeting patients where they are technologically.
Surveys show that about 75% of patients prefer electronic billing and digital payment methods, such as e-statements and contactless pay, so offering these can markedly improve collections.
Implement Online Portals and Apps
Provide a user-friendly online payment portal where patients can view their statements, set up payment plans, and make payments 24/7. Many practices also use secure patient apps or text-to-pay links for quick payments.
For example, sending billing reminders via text with a link to pay can significantly increase response rates by simplifying the payment process.
Use Automated Billing and Reminders
Take advantage of software automation to send out bills and follow-up reminders promptly. Automated billing systems can generate and email statements immediately after insurance claims are processed, reducing lag time. Likewise, automated payment reminder systems (texts, emails, or even AI-driven chatbots) gently nudge patients about upcoming or overdue payments, which has been shown to increase timely payments.
Leverage EHR Integration and Accuracy Tools
Integrating your billing software with your Electronic Health Record (EHR) can eliminate duplicate data entry and ensure that patient information (insurance details, demographics, charges) flows seamlessly from clinical to billing systems.
Many billing platforms also offer claim scrubbing and coding validation tools that catch errors before claims go out, preventing denials that delay payments.
Apply Advanced Analytics
Beyond basic automation, consider analytics tools that help prioritize collections efforts. Modern revenue cycle platforms can analyze patient balances using credit and demographic data to predict propensity to pay, flagging which accounts to focus on or when to offer financial assistance.
For instance, providers like Novant Health used data-driven segmentation to personalize their collection approach and recovered millions in patient payments with a strong ROI. Utilizing such data insights can ensure your staff spends time on the accounts likeliest to yield revenue, and identifies accounts eligible for write-offs or charity earlier.
2. Workflow and Process Optimization
Optimizing your billing workflow means establishing efficient, repeatable processes from patient check-in through final account resolution. A smooth billing cycle reduces errors and ensures no money falls through the cracks. Consider these process improvements:
Streamline the Billing Cycle
Submit claims and invoices promptly and correctly. Delayed claim submission can lead to payment holdups or denials, so aim to file insurance claims immediately after services are rendered. Ensure accurate coding and documentation for every service – mistakes in codes can trigger denials, so coding staff should stay up-to-date on standards (ICD-10, CPT changes, etc.).
It’s wise to conduct regular billing audits to catch any errors or inefficiencies that might hinder collections. By using accurate, timely coding and quick claims filing, you decrease the chance of payer denials and accelerate reimbursements.
Establish a Collections Timeline
Don’t leave patient balances to age without action. Develop a structured follow-up schedule for patient bills. For example, send the first statement as soon as insurance processing is done, a reminder notice a few weeks later, and a friendly phone call or email if a bill becomes overdue.
Having a defined collection timeline, with touches at set intervals, keeps patients aware and prompts them to pay before the debt gets too old. Many practices start with a reminder a few days before a due date, then escalate communications after a due date passes. Consistent, polite follow-up is critical to convey that payment is expected, while also offering help if they are having trouble paying.
Implement Denial Management
A significant portion of lost revenue in healthcare comes from insurance claim denials that were preventable or fixable. Optimize your internal workflow to track and appeal denials promptly. Analyze each denial to determine the cause (coding issue, missing info, lack of prior authorization, etc.), correct it, and resubmit or appeal the claim as appropriate.
Monitoring your denial rate (the percentage of claims denied by payers) is an important metric – a high denial rate signals problems in front-end capture or back-end billing processes. By identifying patterns (e.g. a specific code or insurer frequently denying), you can take corrective action (training, system fixes) to improve future collection rates.
Track Key Performance Indicators (KPIs)
You can’t improve what you don’t measure. Define and monitor KPIs that reflect your collections efficiency. Common metrics include Days in Accounts Receivable (AR) – how long it takes to collect on a service, where a lower number means quicker collections.
Another is Net Collection Rate, the percentage of allowed revenue you collect; a higher rate means you’re capturing most of what you should. Tracking the percentage of patient balances collected at the time of service is also valuable. (Industry benchmarks from MGMA suggest aiming to collect at least 90% of patient responsibility at the time of service, to minimize later billing.) Review these metrics weekly or monthly, and break them down by physician, location, or staff member as needed.
This can highlight bottlenecks or training opportunities – for example, if one office location lags in collections, or one staff member consistently under-collects co-pays, you can investigate why. Regular reporting and discussion of these metrics with your team will drive accountability and continuous improvement (“what is measured, improves” is a good mantra in revenue cycle management).
Continuous Improvement and Training
Use insights from your metrics and audits to refine your processes. Hold periodic meetings to discuss what’s working or not. Perhaps you notice an uptick in claims denied for eligibility – that might prompt re-training front-desk staff on insurance verification. Or if patient survey feedback shows confusion about bills, you might revamp your statements or scripts. Foster a culture where staff are encouraged to suggest workflow improvements.
Small tweaks (like updating a denial code tracking spreadsheet or adjusting your reminder schedule) can yield big boosts in collections over time. Accountability is key: make sure everyone from the front desk to clinicians understands that timely collection is crucial for the practice’s stability and that their role (be it verifying info or coding correctly) impacts that outcome.
3. Front-Desk and Patient Engagement Practices
Your front-desk staff and patient-facing procedures play a pivotal role in collections. Often, the first and best chance to collect payment is at the time of service, before the patient walks out the door. Front-desk teams can significantly boost collections by engaging patients early, setting expectations, and securing payment details. Focus on the following:
Train and Empower Front-Desk Staff
A well-trained front office team is invaluable. Studies show that practices with regularly trained reception staff see higher time-of-service collections and fewer billing disputes. Invest in training on your payment policies, how to discuss fees with empathy, and how to handle common scenarios (like a patient balking at a co-pay). Consider role-playing exercises so staff gain confidence asking for payments and addressing objections.
Equip them with clear scripts or FAQs – for example, how to explain a deductible or offer a payment plan – so they feel prepared and professional in financial conversations. Empowered front-desk employees who are comfortable talking about money help set the tone that payment is a normal part of the care experience, not an awkward afterthought.
Set Clear Payment Expectations Upfront
From the moment of appointment scheduling and check-in, make sure patients know what is expected financially. It helps to communicate payment expectations early, such as mentioning on reminder calls or portals: “Your co-pay will be due at the time of visit.” Practices with transparent billing policies experience fewer payment delays and higher patient satisfaction.
Post signage at check-in about payment due at service, and include your payment policy in new patient paperwork or on your website. Also, if a patient has an outstanding balance, politely remind them before or during the visit and request payment or a plan for that as well. By eliminating surprises and clearly stating policies, you make patients more likely to pay promptly (and reduce confusion that leads to billing issues later).
Verify Insurance and Contact Info Every Time
Front-desk engagement isn’t just about asking for money – it’s about ensuring all information is correct to avoid downstream problems. Verify insurance eligibility and benefits for each visit, ideally a few days in advance and again at check-in.
The American Medical Association recommends confirming coverage and estimating the patient’s share before the visit to prevent surprises and billing errors. Ask patients if their insurance or personal details have changed since last time. Copy their insurance card and ID to keep on file. These steps take a few minutes but can prevent costly denials or billing to the wrong address later on. When you verify benefits beforehand, you can also inform the patient of their expected co-pay or deductible for the visit, so they come prepared.
Collect Payments (or Promises) Before the Patient Leaves
The probability of collecting a bill drops dramatically once the patient walks out. Make it a goal to collect co-pays, deductibles, and any known patient portion at check-in or check-out for every visit. If the exact amount isn’t known, collect a reasonable estimate or minimum and explain that you’ll settle any difference later.
Front-desk should kindly but confidently request these payments as part of the checkout process (“That will be $75 today, how would you like to pay?”). Delaying patient collections after care greatly lowers the odds of ever collecting them, so seize the opportunity while the patient is present and the value of the service is fresh in their mind. One best practice is to keep patients on-premises until payment paperwork is done, to catch any issues immediately.
For instance, if a credit card is declined or there’s confusion about the charge, it can be resolved on the spot rather than chasing the patient later. Of course, be sensitive – ask privately and with understanding – but be firm that payment is part of the visit workflow.
Engage Patients with Empathy and Solutions
How the front office approaches the conversation makes a difference. Train staff to be courteous, empathetic, yet assertive about payments. They should listen if a patient says they can’t pay and be ready with a solution (e.g., “I understand – we can set you up on a payment plan so you can pay this off over a few months.”). By showing you care about the patient’s financial situation while still reinforcing the payment policy, staff can maintain goodwill.
Empower front desk to offer reasonable payment plans or deferrals within set guidelines. For example, give them authority to accept a partial payment and schedule installments for the balance (according to practice policy) without needing manager approval for every case. When patients see that the practice is willing to work with them, they are more likely to communicate and less likely to disappear without paying.
Front-desk engagement is about balancing firmness with compassion. Your staff should educate patients on their financial responsibilities, make it easy to pay now, and provide support (like information on assistance or payment options) to those who need it. This proactive, patient-friendly approach at check-in/checkout can dramatically improve collections and also enhance patient trust in the long run.
4. Financial Communication and Transparency
Open, transparent communication about fees and billing is critical. Patients are much more likely to pay – and pay on time – when they clearly understand their financial responsibility and feel they’ve been dealt with honestly.
Surprise bills or confusing statements, on the other hand, lead to frustration, delays, or even patients avoiding care. To maximize collections, adopt these transparency best practices:
Provide Upfront Cost Estimates
Whenever possible, inform patients about the expected cost of services before they incur the charge. This could mean giving a good-faith estimate before a procedure or even a printed quote for common visit types. Under the No Surprises Act, healthcare providers are required to give uninsured or self-pay patients a good-faith price estimate before services are delivered.
Even for insured patients, providing an estimate of what their insurance will cover versus what they will owe out-of-pocket can set realistic expectations and build trust. More than 40% of patients say they might postpone or cancel care if they cannot get an accurate cost estimate upfront – it’s that important to them.
Conversely, patients who know the anticipated cost ahead of time can budget or arrange financing, which makes them more likely to proceed with treatment and pay their portion. Use estimator tools (many practice management systems or payer websites have calculators for co-pays and deductibles) to generate as precise an estimate as possible, and communicate it clearly to the patient.
Be Transparent About Billing Policies
Clear financial policies are a must. Explain your billing and collection policies to patients in plain language, both verbally and in writing. When patients register, provide a one-page summary of key points: e.g.,“Co-pays are due at time of service, balances are due within 30 days of billing, we offer payment plans if needed, after 90 days past due, we may refer to collections,” etc. Having this in writing (and ideally signed by the patient) ensures everyone is on the same page.
It also helps your staff enforce rules fairly (“As we discussed, our policy is…”) without feeling they are being arbitrary. Financial communication best practices developed by healthcare finance experts emphasize verifying patient information and explaining assistance policies early, long before any debt collection step.
So, don’t wait until a bill is overdue to talk about money – engage proactively. For example, during a hospital pre-admission or a new patient visit at a clinic, a financial counselor or staff member can review what insurance is on file, what the patient’s general responsibilities will be, and answer any questions. Transparency at the outset prevents confusion that can lead to non-payment later.
Use Patient-Friendly Billing Statements
Make sure your bills and statements are easy to understand. Avoid or explain medical jargon and acronyms. Clearly show the total charge, what insurance paid, adjustments, and the remaining patient balance. Highlight the due date and how to pay. Include contact information for billing questions. A confusing bill can end up in the “I’ll deal with it later” pile. In fact, patients who are confused about what they owe often delay payment even if they have the funds ready.
By contrast, a well-designed statement with clear pricing and transparent breakdowns can prompt quicker payment. Consider including a message like “If you need help with this bill, please call us to discuss options” – encouraging communication rather than silent non-payment.
Offer Flexible Payment Plans and Options
Part of transparency is acknowledging that not all patients can pay a large balance in one go. Rather than leaving them to silently default, openly offer payment plans or financing options for larger bills. If a patient expresses concern about cost, that’s an opportunity to say, “We have payment plan options available; let’s find one that works for you.” A 2024 survey found 60% of patients would feel more confident about paying if offered a payment plan tailored to their financial situation.
Flexible plans (e.g. monthly installments over 6 months) can make the difference between getting something versus nothing. Make sure any payment plan terms (installment amount, number of months, any interest or fees if applicable) are clearly documented and agreed in writing to avoid misunderstandings.
By being proactive and sympathetic in financial discussions, you show patients that you’re partners in their care, which improves willingness to pay.
Maintain Financial Transparency Through the Care Journey
Don’t let transparency be a one-time event. If there are any changes – say, an additional procedure was needed that affects cost – update the patient as soon as possible. If a claim is denied and the patient suddenly owes more, reach out to explain the situation (and what steps you’re taking to appeal, if any). Also, communicate about financial assistance programs for those who might qualify.
Nonprofit hospitals are legally required to offer financial assistance/charity care and to notify patients about it, but even private practices can have hardship policies. Make sure patients know that help is available if they cannot pay – whether it’s a discount, charity care, or an outside loan program – and how to apply. This openness can improve collections, because patients who genuinely can’t pay the full amount might be able to pay something or feel better about discussing arrangements, rather than avoiding the bill entirely.
5. Legal and Compliance Best Practices
It’s not enough to collect – you must collect correctly and ethically. Healthcare billing is heavily regulated, and non-compliance can lead to severe penalties, reimbursement losses, or damage to reputation. Adhering to legal and compliance best practices ensures you maximize collections without costly setbacks. Key areas to watch:
- Accurate Coding and Billing Compliance:
Ensure your billing practices comply with all coding and billing regulations. This includes using current procedure and diagnosis codes (ICD-10, CPT, HCPCS) and billing only for services rendered and documented. Upcoding (billing for a higher-level service than provided) or other fraudulent billing will not only result in denied payments but can trigger fines or legal action under laws like the False Claims Act.
Train your coding and billing staff regularly on compliance updates to avoid mistakes. The stakes are high – errors or fraud can lead to litigation, loss of licensure, and hefty fines – so a strong internal compliance program is essential. Conduct periodic coding audits to catch any issues early.
- HIPAA and Data Privacy:
In all billing communications and technology use, protect patient privacy as required by HIPAA. This means implementing safeguards for electronic patient health information, using secure communication channels, and obtaining patient consent where needed (for example, before texting billing info, since it might be sensitive).
While HIPAA violations might not directly cost you collections, they can lead to fines and erode patient trust. Ensure any third-party billing service or collection agency you use is also HIPAA-compliant and signs a Business Associate Agreement. Secure handling of financial data (including credit card information, which must comply with PCI-DSS standards) is part of compliance best practice.
- Adhere to Debt Collection Laws:
If you must pursue collections or use a collection agency, follow the Fair Debt Collection Practices Act (FDCPA) and any state laws that apply. These laws govern how and when patients (as debtors) can be contacted about bills. For instance, debt collectors cannot harass or call at odd hours, and they must cease contact if the patient disputes the debt in writing.
Even if you do in-house collection calls, train staff on basic do’s and don’ts per FDCPA to avoid crossing lines. Importantly, many states and new federal rules have introduced extra protections for medical debt. For example, some states now prohibit selling medical debt or limit how soon it can be reported to credit bureaus.
As of 2022-2023, the major credit bureaus also voluntarily changed policy to wait one year before reporting medical debts and to remove paid medical collections from reports, reflecting a national trend toward giving patients more time to resolve bills.
Stay aware of such legal changes. As a best practice, do not rush to send bills to collections – ensure you have given the required notices and time. The IRS, for instance, in rules for nonprofit hospitals, prohibits “extraordinary collection actions” (like credit reporting or lawsuits) until at least 120 days after the first bill, to give patients time to apply for financial assistance. Align your policies with these requirements to avoid legal trouble and public criticism.
- Comply with Price Transparency and Surprise Billing Laws:
Recent laws like the No Surprises Act (effective 2022) are game-changers for billing. The No Surprises Act bans surprise medical bills in many emergency and out-of-network situations and requires providers to participate in an independent dispute process with insurers rather than billing the patient for excess charges.
For your practice, compliance means if you’re out-of-network or in an emergency context, you must not bill the patient more than the in-network cost-sharing amount in covered scenarios. Also, as mentioned, this law mandates providing Good Faith Estimates to self-pay patients. Make sure your billing team knows when and how to provide these estimates, and have a process to handle any patient disputes that arise if an actual bill exceeds the estimate by a certain threshold (patients have rights to challenge charges $400+ over the estimate).
Additionally, hospitals have separate price transparency rules requiring them to post standard charges online; hospital billing departments should ensure they meet those requirements, as non-compliance can lead to fines. While these transparency rules might seem like extra work, they ultimately align with fair billing and can prevent situations where a patient refuses to pay because they feel blindsided by a cost.
- Follow Financial Assistance and Refund Regulations:
If you are a nonprofit hospital, federal law requires you to have a Financial Assistance Policy (FAP) for patients who cannot pay, and you must publicize it and offer to eligible patients. Even if you’re not mandated, consider establishing clear criteria for when you might write off or reduce bills for hardship cases – it’s not only compassionate but also avoids futile collection efforts against someone who genuinely can’t pay. Also, be mindful of any state laws on patient refunds.
For instance, some states dictate that if you over-collect from a patient (say the patient paid an estimate upfront and insurance later paid more than expected, resulting in a credit balance), you must refund the patient within a certain timeframe. Running a monthly refund report is a good practice to catch these and issue refunds promptly.
It’s the right thing to do and maintains patient trust. No one likes to find out a clinic held onto their credit balance for a year.
Staying compliant can seem daunting, but it boils down to knowing the rules and building them into your processes. Regularly consult resources (like updates from CMS, state healthcare associations, or legal counsel) for any changes in billing laws.
Train your team on these expectations – for example, include a module on “patient billing rights and laws” in staff training. By billing ethically and lawfully, you not only avoid losing revenue to penalties or overturned claims, but you also uphold your organization’s reputation, which ultimately supports sustained collections.
6. Insurance Verification and Claims Management
Effective insurance verification and claims management are foundational to maximizing collections. If insurance isn’t handled correctly, you’ll either be chasing patients for money insurance should have paid or dealing with denied claims that delay revenue. Focus on tightening these processes:
Verify Insurance Eligibility Before Services
One of the biggest causes of claim denials and payment delays is invalid or outdated insurance information. Verify each patient’s insurance ahead of the appointment (ideally 2–5 days prior) and again at check-in for real-time changes.
Use electronic eligibility tools or payer portals to confirm the policy is active, the service is covered, and to check co-pay, deductible, and out-of-pocket status. Many payers offer online lookup tools that give you a patient’s current deductible met or co-pay amounts – leverage these to inform the patient of what they’ll likely owe.
As a best practice, top-performing practices verify benefits a few days in advance and on the day of service to catch any last-minute insurance changes. (For example, some Medicaid plans can change monthly, so yesterday’s information might be outdated.) Taking this step prevents the scenario of providing care only to find out the insurance was inactive or the service requires authorization, etc., after the fact.
Obtain Pre-authorizations and Referrals
Verify if the scheduled services require pre-authorization or referral from the insurer. Failing to get a required authorization can result in a denial that the insurer will not pay, leaving you to bill the patient, who may not pay either, since they assumed it was covered. Establish a pre-auth checklist for common procedures and ensure staff secure those approvals in advance.
It may be time-consuming, but it’s critical for getting paid, especially for high-cost tests, surgeries, or specialist visits.
Collect Co-pays and Deductibles Upfront
As noted in the front-desk section, once you verify what the patient’s insurance plan responsibility is (e.g. a $30 co-pay for an office visit, or that their deductible is not yet met), collect that at the time of service whenever possible.
This reduces the need to bill the patient later and secures at least partial payment early. Patients are typically used to paying co-pays upfront (it’s routine for many), so not collecting is a missed opportunity. For deductibles or coinsurance, if you can estimate the amount, request a payment or at least a deposit. Explain that this is based on their insurance coverage information. By doing so, you improve your cash flow and decrease the patient balance that will be billed afterward.
Submit Clean Claims Quickly
Once services are provided, file claims to insurance promptly – ideally within 1–3 days of the visit. The faster a clean claim gets to the payer, the sooner you get paid. It also leaves more margin to correct any issues within the payer’s filing deadlines.
Use a clearinghouse or your billing software’s edits to catch mistakes (incorrect patient info, missing codes) before submission, which dramatically cuts down on rejections. Aim for a high “first-pass acceptance rate” on claims. By minimizing initial claim errors, you not only get paid faster but also spare your staff the extra work of reworking denials.
Manage Denials and Appeals
Despite best efforts, some claims will be denied or underpaid. Have a solid denial management process: categorize denials (e.g., eligibility, coding, missing info, not medically necessary, etc.), and assign responsibility to address each category. For straightforward issues (like a missing attachment), fix and resubmit quickly. For more complex denials, such as medical necessity denials, gather supporting documentation or physician input to appeal the decision. Monitor your overall denial rate and the recovery rate on denied claims – improving these will directly improve collections.
Each denial is essentially a delayed or lost money, so a timely response is critical. Many practices set a standard like “all denials will be worked within 5-7 business days of receipt.” By being prompt, you increase your chances with appeals (payers often have time limits) and you demonstrate due diligence. Also, analyze trends: if a certain insurance company is consistently denying a code, maybe guidelines changed – fix the root cause to prevent future losses.
Ensure Complete Documentation for Claims
Work with clinicians to stress the importance of thorough documentation for billing. If insurers request medical records for justification, having complete notes can make or break whether the claim gets paid.
Also, ensure charge capture is complete – all services provided (injections, procedures, supplies used) should be documented and billed. Missing charges mean lost revenue; conversely, billing for undocumented services will lead to denials on audit. A good practice is to perform periodic reconciliation (compare the day’s appointment schedule against charges billed to ensure every encounter and procedure was captured).
Explore Insurance Coverage Options
Sometimes patients might have secondary insurance, or might be eligible for programs they aren’t aware of. Especially for large balances, it’s worth asking if the patient has any secondary policy (e.g., Medicare patients with a supplemental plan, or someone with coverage through a spouse).
Hospitals in particular have begun using coverage discovery tools to find insurance for self-pay patients – for instance, finding out a patient is eligible for Medicaid or a state program and enrolling them can convert a would-be patient bill into an insurance reimbursement. Since 2000, hospitals have missed out on over $745 billion in payments due to not identifying available insurance coverage, a staggering figure that underlines the importance of thorough insurance checks.
While a private practice might not have the same resources, even simple steps like querying your state Medicaid eligibility for uninsured patients or using third-party look-up services for motor vehicle accident claims can uncover payers to bill. The effort can substantially reduce what you have to bill the patient.
Coordinate with Patients on Insurance Issues:
Keep patients in the loop on insurance matters, as they can often help. If an insurer is delaying payment pending information from the patient (e.g., accident details, coordination of benefits questionnaires), let the patient know so they can respond and prevent their claim from going unpaid.
Also, if a claim is denied and you’re appealing, you might advise the patient so they know you’re actively working on it (this also sets the expectation that they shouldn’t pay that portion yet until it’s resolved, avoiding confusion). Partnering with patients to navigate their insurance not only helps collections but also increases patient satisfaction because they feel supported rather than left to figure it out alone.
Conclusion
Maximizing patient billing collections in healthcare calls for both advanced technology and thoughtful human interaction. Automated billing systems, online portals, and data analytics can speed up and simplify the payment process, but they work best when paired with clear communication and empathy from staff. From upfront cost discussions to offering flexible payment options, maintaining trust with patients is just as important as collecting payments efficiently.
As healthcare finance continues to shift, staying informed is key. Policies around price transparency and patient financial responsibility are evolving, and strategies like offering cost estimates and payment plans are now standard practice. In some cases, outsourcing billing or collections to specialized agencies can boost efficiency and results. Whether handled in-house or with a partner, the goal is the same: recover revenue effectively while staying true to patient-centered values.
