Patient Billing & Statements
Patient Billing & Statements from Soft Home Global costs $1,600 per seat per month. That is one full time trained person, forty hours a week, working United States business hours inside your own system. One seat, one month, cancel any time.
Patient balances are the last part of the revenue cycle to be worked and the first to slip when the front office is short. Statements go out late or in an uneven cycle, the number printed on them rings to voicemail, and a balance that could have been settled in one call sits until it is written off. This seat runs the statement cycle on a fixed schedule and answers the phone when the patient rings back.
What the seat actually does
- Checks the balance is genuinely the patient's before anything is sent — insurance adjudicated, adjustments and secondary payments posted, credits applied.
- Runs the statement cycle on a fixed calendar rather than when someone remembers, so every account moves through the notice sequence you set at the same pace.
- Answers inbound balance calls, explains the charges line by line in plain English, and takes payment into your system while the patient is still on the phone.
- Sets up payment plans inside the limits you set — minimum monthly amount, longest term, what needs your sign-off — and chases the first missed instalment.
- Works the exceptions instead of re-sending them: returned mail, bad addresses, duplicate accounts, and balances that are really a posting error or an unposted payment.
- Documents every contact attempt, then hands you a clean pre-collection list — write off, hardship, or send to your agency. The decision stays yours.
What it costs
$1,600
Per seat, per month, in US dollars. Full time, forty hours a week, on US hours — not per hour, not per claim, and never a share of your collections.
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The denial codes this seat works
2 codes, grouped the way the queue is worked rather than by number. Each one links to what causes it, the order to work it, and how to stop it recurring.
Worked by being checked against the contract before any work is done
- PR-1 — Deductible amountThe payer applied this amount to the patient’s deductible. It is not a denial — it is the plan working as designed, and the balance is the patient’s.
Worked by being answered with the document the payer names
- CO-227 — Patient did not supply informationThe payer asked the patient for something — very often about other insurance or an accident — and did not get it.
Working a denied claim costs $57.23 per denied claim in administrative time (source) and about about 90% of initially denied claims are eventually paid. The reason they sit is almost never that nobody knows how. It is that nobody has the hours.
How a seat starts
You issue one named login. We sign the Business Associate Agreement before it is used. We agree the numbers you will judge the seat on, which you pick and you measure. Then we train for about a week on your workflow and the seat starts. Every Friday you get a written report of what was done, what the numbers were, and what went wrong.
Questions
How much does patient billing & statements cost?
$1,600 per seat per month. That is a full time person, forty hours a week, working United States business hours. Not per hour, not per claim, and not a percentage of what you collect.
Is there a minimum contract?
One seat for one month, cancellable with thirty days notice. There is no annual lock-in.
Do we have to change systems?
No. The work happens inside whatever you already use, through a named login you issue. We do not sell software and we do not route your data through anything of ours.
How quickly can a seat start?
About a week from the agreement, which covers training on your workflow, your payer mix and your system. You are not charged extra for that week.
Will patients know they are speaking to someone overseas?
Yes, if they ask, and the person will say so. Nobody is given a false American name or a false location. The seat answers as your practice, on your business hours, trained on your financial policy and your fee schedule, and the number on your statement rings wherever you route it — into your existing phone system or a line you control. If your patient population would react badly to an offshore voice, this is the wrong function to send offshore, and it is better to know that before you start than after the seat is running.
Are you a collection agency?
No, and we do not act as one. This seat works your own patient balances while they are still yours: statements, inbound calls, payment plans and documented follow-up before the account leaves your books. We do not buy debt, we do not report anything to credit bureaus, and we do not place accounts with anyone. When an account reaches the end of your internal cycle you get a documented list of what was tried and when, and you decide what happens next. Where your own counsel reads your state's rules differently, follow their reading, not ours.
How is card payment handled? That is the part that worries me.
The seat takes payment inside your system or your existing patient payment portal, through a named login you issue. Card details are not written down, stored in a spreadsheet, emailed, or held anywhere on our side. If your portal will not support a remote user taking a payment, the alternative is that the seat sends the patient your payment link and confirms it posted. Decide which of the two you want before the seat starts, because it changes how the calls are scripted.
What happens when the patient is angry or says the bill is wrong?
Angry calls are the normal case here, not the exception, and the seat is trained to take them without arguing back. A disputed charge is not defended on the phone. It is logged, the account is held out of the next statement run, and it comes back to you with what the patient actually said. The honest limit: we can explain a bill, find an unposted payment and correct a posting error, but we cannot make a clinical judgement about whether the service was appropriate, and we will not pretend to.
Next step
Try one patient billing & statements seat for a month
$1,600 for the month. If it does not earn its keep, cancel it. Twenty minutes on a call is enough to tell whether it fits.
Or write to ops@softhomeglobal.com