{"id":348515,"date":"2025-12-17T20:12:08","date_gmt":"2025-12-17T20:12:08","guid":{"rendered":"https:\/\/peraltafinancing.com\/uncategorized\/the-click-and-mortar-approach-balancing-digital-billing-with-paper-statements\/"},"modified":"2025-12-17T20:12:08","modified_gmt":"2025-12-17T20:12:08","slug":"the-click-and-mortar-approach-balancing-digital-billing-with-paper-statements","status":"publish","type":"post","link":"https:\/\/fivemor.com\/?p=348515","title":{"rendered":"The Click-and-Mortar Approach: Balancing Digital Billing with Paper Statements"},"content":{"rendered":"


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As more and more healthcare providers transition to patient portals and online billing, there\u2019s an argument to be made for the continued use of paper statements.<\/p>\n

Yes, print does<\/em> still matter, especially as providers increasingly compete in terms of patient satisfaction and offering a superior experience that meets patients where they\u2019re at. Often, this means sending print statements, particularly for older patients who aren\u2019t digital natives. So, the best option isn\u2019t a matter of either\/or\u2014it\u2019s offering both digital and<\/em> print and allowing patients to choose how they receive and pay their medical bills.<\/p>\n

Let\u2019s explore why omnichannel billing still plays a crucial role in optimizing revenue cycles and patient payments<\/a>.<\/p>\n

Patient Choice Is the New Standard<\/h2>\n

It may seem like comparing apples to oranges when examining the experience provided by credit card or cellular phone service statements with the experience of paying healthcare costs. However, these days, patients expect the same level of convenience from their healthcare providers as they do when paying their monthly phone bill.<\/p>\n

That means giving patients a number of options for when and how they pay, along with how they receive statements and other communications. And a simple digital vs. paper choice isn\u2019t sufficient\u2014digital options should include email, text, and patient portals. Even with all of these options, though, some patients will prefer a paper statement in the mail, which feels more \u201cofficial\u201d and can instill trust.<\/p>\n

According to a survey by Consumer Action<\/a>, 74% of patients prefer their medical bills to arrive via mail. They say the ease of viewing and accessing bills influences their preference, as does the fact that paper bills serve as a visible reminder to make a payment.<\/p>\n

Again, it\u2019s important to meet patients where they\u2019re at and account for their diverse backgrounds and comfort levels with technology. Many older individuals prefer and rely on printed communications. Likewise, millions of Americans still live in areas with limited broadband access, making digital-only payment options exclusionary. Catering to their preferences decreases misunderstandings, confusion, and missed payments.<\/p>\n

Trust and Transparency Drive Patient Action<\/h2>\n

Even as digital adoption grows, many patients still prefer mailed paper statements because they provide more legitimacy and security, fostering trust, particularly among patients who are wary of being scammed or spammed by online fraudsters.<\/p>\n

For patients who have a natural wariness of online payment methods, print bills are a must. Patients who feel confused or suspicious about a bill are less likely to pay it. Clear, well-designed paper statements<\/a> help mitigate that confusion and drive timely action.<\/p>\n

Paper Statements Support Critical Moments in the Revenue Cycle<\/h2>\n

As a healthcare provider, your revenue cycle is always top of mind. And the more payments are delayed or missed, the more disruption it causes to your revenue cycle, eating into margins that are already tight.<\/p>\n

Even for patients who prefer digital communications, print statements can still be useful at certain points in the revenue cycle and in specific circumstances:<\/p>\n