Billing Communication

The Dos and Don’ts of Billing Communication: Medical Billers and Customer Support Teams

Medical billing is a crucial aspect of healthcare operations, but it can often be a source of confusion and frustration for patients. According to a survey by The Advisory Board Company, 61% of patients reported being confused by medical bills, while 57% of patients reported receiving a medical bill that was higher than expected. Effective communication between medical billers, customer support teams, and patients is essential to ensure positive customer experiences and prevent misunderstandings.

This guide will discuss the dos and don’ts of billing communication for medical billers and customer support teams. We will provide tips and best practices for effective communication, including the use of plain language, showing empathy, and providing a timely response

Dos of Billing Communication

Clear and concise messaging 

According to a survey conducted by West Corporation, 87% of consumers say it’s important for companies to make it easy to communicate with them. Using clear and concise messaging can help customers to understand their medical bills and avoid confusion.

Active listening and empathy 

According to a study by the Harvard Business Review, companies that showed empathy to their customers increased their customer satisfaction scores by an average of 22%. Actively listening to customers and showing empathy for their concerns can go a long way in building customer loyalty.

Timely responses and follow-ups 

According to the same West Corporation survey, 72% of consumers expect a response within 24 hours of making a request or inquiry. Providing timely responses and follow-ups can help to improve customer satisfaction and prevent further confusion or frustration.

Transparency and honesty 

Being transparent and honest with customers can help to build trust and prevent misunderstandings. A study by Label Insight found that 94% of consumers are likely to be loyal to a brand that offers complete transparency.

Use of plain language and avoidance of medical jargon – According to a study by Health Affairs, 9 out of 10 Americans struggle to understand medical bills. Using plain language and avoiding medical jargon can help to make medical bills more accessible and understandable for customers.

Don’ts of Billing Communication

Avoiding blame and defensiveness 

Blaming the customer or becoming defensive can escalate conflicts and damage customer relationships. Instead, taking ownership of the issue and working collaboratively with the customer to find a solution can help to resolve conflicts and improve customer satisfaction.

Use of negative language and tone – Using negative language and tone can create a hostile environment and further frustrate customers. Instead, using positive language and maintaining a professional tone can help to create a more positive and productive communication experience.

Making assumptions or generalizations about the customer 

Making assumptions or generalizations about the customer can lead to misunderstandings and further complicate the communication process. Instead, asking clarifying questions and understanding the customer’s unique situation can help improve communication and prevent misunderstandings.

Dismissing customer concerns or questions 

Dismissing customer concerns or questions can undermine customer trust and further exacerbate conflicts. Instead, listening to customer concerns and addressing them directly can help improve customer satisfaction and prevent further issues.

Overpromising or underdelivering on expectations 

Overpromising and underdelivering on expectations can damage customer trust and relationships. Instead, setting realistic expectations and following through on commitments can help to build trust and improve customer satisfaction.

Best Practices for Billing Communication

  1. Understanding the customer’s perspective – Understanding the customer’s perspective and needs can help to tailor communication strategies and improve customer satisfaction.
  2. Training and professional development for billers and customer support teams – Providing ongoing training and professional development opportunities can help to improve communication skills and strategies.
  3. Utilizing technology to streamline communication – Utilizing chatbots or customer portals can help streamline communication and improve customer engagement.
  4. Creating standardized communication templates – Creating standardized communication templates can ensure consistency and accuracy in communication.
  5. Regularly soliciting customer feedback and addressing concerns – Regularly soliciting customer feedback and addressing concerns can help to improve communication and prevent future issues.


Effective communication is crucial for the success of medical billing and customer support teams. By implementing best practices and prioritizing clear and empathetic communication, healthcare organizations can improve customer satisfaction and loyalty and have financial benefits. With 77% of patients wanting more communication from their healthcare providers, it is essential for medical billers and customer support teams to meet this demand and build trust with customers. By doing so, they can contribute to the success of their organization and improve the overall healthcare experience for patients.

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