Service Pillar

Patient Billing and Collections

Patient Communications Pathway

The Encore Exchange solutions that have been trusted for almost 50 years to increase patient payments have been modernized to meet the demands of today’s patients and providers. The comprehensive communications infrastructure includes:

Customized, full-color statement services, including consolidated billing, pay plan offers, and multi-page detail bills


Professional contact center services with staff trained on each provider’s system, policies, culture and mission


Self-service patient portal for pay plan management and online billing


Digital notifications such as email and text


In-house design, print, and mail services


Collection agency engagement for late-stage outreach before bad debt placement

Common Configurations

eXtended Care Program (XCP)

Reduce Bad Debt placements while engaging patients that have become unresponsive to your internal collection efforts. Our alternative strategy allows hospitals to screen for presumptive charity eligibility, send notifications of adjusted balances on qualified accounts, and escalate to agency engagement on non-qualifying accounts. The results: earlier payments without the high cost of bad debt and the associated damage to the patient-provider relationship.

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Extended Business Office

For hospitals that may need the resources of a fully staffed and professionally trained Contact Center, Encore Exchange offers EBO services. Common workflows include comprehensive self-pay management from day 1 to 120. Propensity to pay analytics and segmentation strategies determine the most effecient outreach campaigns. IVR and live calls are powered by the latest dialer technologies. Patient Service Representatives are driven by a passion to connect with and help patients while emulating your culture.

Patient Statements

Start small with a simple change to your patient statement process, one that incorporates analytics-driven personalized pay plan offers that communicate affordability to your patients. Reduce calls to your business office as patients can self-activate their pay plans online, through a payment portal, or offline, simply by writing a check for their first payment. Our in-house Print & Mail Center is fully owned and managed by us so that you receive the most responsive service and maintain greater control over patient communications.