Ethical billing standards
The difference between the gross fee and the contracted rate is always written off as a contractual adjustment. Billing patients for it is strictly prohibited.
If a claim denies because of a Healthpro or practice oversight — bad demographics at check-in, late filing — the loss is written off internally. It is never passed to the patient.
Daily cycle: post remittances daily, generate clean statements promptly, and use the eCW patient portal to prevent surprise aged balances.
The in-house “Carrie Model”
Instead of selling 9+ month accounts to collectors for pennies, Healthpro reaches out internally — with empathy and flexibility.
“We know unexpected medical expenses can be overwhelming. If paying the full balance right now is difficult, that is completely okay — can we set up an affordable plan of $10 a month?”
Dedicated part-time consistency (around 20 flexible hours a week) outperforms rigid, high-pressure call centers.
- Never balance-bill a contractual adjustment.
- Internal mistakes are written off internally.
- Compassionate outreach turns dormant write-offs into steady cash flow.