Choosing the Right Payment & Billing Partner

When it comes to modern patient billing and payment solutions, not all vendors are created equal. Over the past several years, PatientPay has worked exclusively in healthcare—taking a page from other industries by establishing a digital-first billing and payment solution focused on meeting the needs of both providers and patients. We’ve seen firsthand what works, what doesn’t, and where many healthcare organizations make the wrong assumptions when evaluating technology partners. 

For healthcare organizations—especially small to mid-sized providers—the decision to adopt a new billing and payment platform is a critical one. You’re not just choosing software. You’re choosing how your organization presents itself to patients, collects revenue, and aligns with rapidly shifting consumer expectations. 

The Limitations of EHRs and Oversized Platforms 

In many cases, providers default to whatever payment solution is bundled with their EHR. And while that may feel convenient, it’s often a short-sighted decision. EHRs are excellent for managing clinical documentation and patient encounters, but they are not typically built to offer robust, modern financial engagement tools. 

This can lead to clunky user interfaces, outdated payment processes, and a lack of flexibility—particularly when it comes to customization, real-time communication, and user experience. 

On the other end of the spectrum are enterprise-scale platforms designed for large health systems. These often come with high implementation costs, complex integrations, and support models that assume you have a dedicated IT department and deep internal resources. For smaller organizations, that’s simply not sustainable. 

Trends That Should Shape Your Vendor Evaluation 

Today’s patients are consumers, and their expectations are shaped by every other payment experience they encounter—from their phone provider to online retailers. That’s why it’s essential to consider these evolving trends when assessing a billing partner: 

• Digital-first expectations: Patients expect secure, easy, app-free ways to pay. 

• Patient-centric options: Billing experiences that are clear, flexible, and convenient reduce confusion and bad debt. In a recent JP Morgan Report, 50% of consumers would switch providers (or already have) for a better payment experience. 

• Security and compliance: HIPAA compliance and enterprise-level encryption are non-negotiables. Patients need assurance that their data is protected. 

• Retail-level simplicity: Patients want transparency, automation, and the ability to manage their own financial experience. 

Get Clear on Your Goals First 

Before diving into feature comparisons or vendor demos, it’s critical to align your team around what you want to achieve. Too often, organizations evaluate payment and billing vendors without a clear definition of success. This creates confusion, slows down decision-making, and results in solutions that don’t deliver the desired impact. 

Ask: What are the key outcomes your organization wants from this investment? Most providers we speak with are trying to: 

• Get paid faster by removing friction in the patient experience 

• Reduce bad debt through flexible, self-service payment options 

• Improve patient satisfaction and retention with easier, clearer billing 

• Lower operational costs through automation and digital communication 

• Lighten the load on staff by eliminating manual processes 

These goals shouldn’t just guide your selection—they should help get your internal stakeholders on the same page, frame how you evaluate vendors, and ultimately shape how success is measured. 

A Checklist for Evaluating Patient Payment & Billing Vendors 

Here are the core capabilities any modern billing and payment platform should include, along with what each one means for your organization: 

• Digital-first billing (text, email, app-free web access): Allows patients to receive and securely pay their bills instantly without needing to log into a portal or download an app—minimizing friction and speeding up payments. 

• Self-service payment plans: Gives patients the flexibility to pay over time based on their own budget, save their preferred payment method on file, and automate payments reducing bad debt and collection activity. 

• Transparent and easy-to-read billing statements: Improves patient trust and reduces confusion with clear itemization and a breakdown of what’s owed and why. 

• Automated workflows that reduce staff workload: Streamlines billing operations with built-in automation for sending reminders, updating records, and tracking progress. 

• Intelligent billing logic (e.g. dunning engine): Uses behavioral science and historical data to time and tailor outreach based on the highest likelihood of patient response. 

• Real-time reporting and analytics: Gives your team visibility into payments, trends, and bottlenecks so you can make informed decisions quickly. 

• HIPAA-compliant and PCI level 1 certified security infrastructure: Ensures your patient data is protected with enterprise-grade encryption and meets regulatory requirements.  

• Rapid time-to-value (quick implementation and early payments): Enables you to get up and running quickly—with results often seen in days, not months. 

Key Questions to Ask—and What to Listen For 

When evaluating potential vendors, here are critical questions to ask—and how to interpret the answers. 

1. How quickly can we go live, and what does implementation support look like? 

• Green flag: "We offer full onboarding support, can get you live in two weeks—not months—and you'll see payments within days." 

• Red flag: "Implementation varies. It depends on your resources." 

2. Do patients need to download an app or log into a portal to pay? 

• Green flag: "No app required—patients can pay via a secure link sent by text or email." 

• Red flag: "They need to register through a portal or log in with a complex verification process." 

3. How do you help us reduce administrative burden? 

• Green flag: "We automate statement delivery, reminders, and reporting—freeing up your staff to focus on patients." 

• Red flag: "We provide tools, but you’ll need to manage those workflows yourself." 

4. What kind of support do you offer for smaller teams? 

• Green flag: "We’re built to serve resource-constrained organizations. We’ll tailor our support to your bandwidth." 

• Red flag: "We assume you’ll have an internal IT or rev cycle project lead." 

5. How do you ensure data security and compliance 

• Green flag: "We’re HIPAA-compliant and PCI Level 1 certified, with enterprise-grade encryption and audit tracking." 

• Red flag: "We follow industry best practices, but you’ll want to do your own review." 

Final Thoughts 

Choosing the right billing and payment partner isn’t just about checking boxes. It starts with understanding your organization’s unique needs and finding a partner that aligns with them—whether you’re a solo practice, a multi-site specialty group, or a rural hospital. 

PatientPay puts tremendous focus on delivering value to healthcare providers of all shapes and sizes. While our platform serves enterprise customers, it’s equally designed for smaller organizations that need right-sized solutions—solutions that work within their budget, require minimal lift from internal teams, and offer flexible support structures. We understand that a one-size-fits-all approach doesn’t work in healthcare. It’s about finding a solution that fits your size, your patients, and your goals. PatientPay was built from the ground up for healthcare, and we’ve spent 15 years helping organizations of all sizes—not just the biggest systems—deliver a modern, consumer-friendly billing and payment experience that improves satisfaction and drives better revenue performance. 

If you’re evaluating vendors or rethinking your approach to patient payments, we’d be happy to share what we’ve learned. 

Schedule a consultation today.