The Patient is a Payer: Why Patient Engagement is the New Frontier of Revenue Cycle Management

For decades, revenue cycle management (RCM) has been defined by one central relationship — provider and insurance company. Submit the claim, manage the denial, get reimbursed.

But the landscape is shifting in ways that directly affect your bottom line. Rising deductibles and higher out-of-pocket costs mean the patient is now one of your most important payers.

That shift changes the game — and it means RCM success is now inseparable from patient engagement.

The New Financial Reality: Patients on the Hook for More

The numbers tell the story:

• Average single deductible in 2023: $1,930

• Average family deductible: $3,733
  (Source: Kaiser Family Foundation)

Both have climbed over 50% since 2013, placing a heavier financial burden squarely on patients.

And the impact is tangible — 27% of U.S. adults delayed or skipped medical care in 2023 due to cost (U.S. Federal Reserve). That’s more than one in four patients making healthcare decisions based on their wallet, not their health.

The Challenge for Providers: Collection Isn’t Just a Back-End Issue

Collecting from insurance companies is procedural. You submit, you follow up, you get paid (eventually).

Collecting from patients? That’s personal.

Patients may:

• Be confused by complex bills and insurance terms.

• Feel blindsided by unexpected charges.

• Lack flexibility in how and when they can pay.

The result? Missed payments, bad debt, more staff time spent chasing balances — and a hit to both your revenue and patient relationships.

The solution lies in shifting financial conversations to the front end and creating a payment process that is clear, transparent, and easy.

The Four Pillars of Patient Engagement in RCM

At MBW RCM, we’ve developed a framework that helps practices close the payment gap while improving patient satisfaction. It’s a proactive model built on four pillars.

1. Patient Access: Transparency Before the First Appointment

Patients want clarity before they commit — and so does your revenue cycle.

Best practice:

• Provide personalized, accurate cost estimates during scheduling.

• Clearly break down out-of-pocket costs, copays, and deductibles.

• Use plain language instead of billing jargon.

When patients know what to expect before walking in the door, they’re more likely to commit to payment and less likely to feel blindsided.

2. Consumer Engagement: Communicate Like a Modern Business

Patients live on their phones. Your payment requests should too.

Key stats:

• 44% of consumers pay medical bills faster with a digital or phone notification.

• 49% would pay by text if it were available.

How we help:

• Send automated, personalized reminders via text and email with embedded payment links.

• Offer mobile-friendly payment portals and QR code payment options.

• Combine appointment and payment reminders into a single, streamlined message.

3. Patient Activation: Remove Friction from Paying

Most patients want to pay. The problem is the process — and the lack of options.

Our approach:

• Offer interest-free payment plans to spread out costs.

• Accept Apple Pay, Google Pay, and other digital wallets.

• Consolidate all balances into a single, easy-to-read bill with clear explanations.

The easier it is to pay, the faster it happens.

4. AI Automation: The Invisible Engine

Automation turns your engagement strategy into a consistent, scalable process.

Benefits:

• AI-powered eligibility checks reduce surprises at checkout.

• Intelligent reminders are sent based on patient behavior patterns.

• Pre-written financial counseling scripts adapt to each patient’s situation.

Your staff spends less time chasing payments and more time on high-value patient interactions.

Why This Matters: Engagement = Revenue + Loyalty

Patient engagement is no longer about just satisfaction scores. It’s about:

• Faster collections and reduced bad debt.

• Higher retention rates because patients appreciate your transparency.

• Lower administrative burden through automation.

In a healthcare market where patients have more choice than ever, the financial experience can make or break loyalty. A bad billing interaction can undo years of trust. A great one can turn a first-time patient into a lifelong advocate.

MBW RCM’s Commitment

At MBW RCM, we blend industry data, proven best practices, and technology-driven solutions to help practices thrive in this patient-as-payer world. We know that when the financial experience is seamless, patients pay faster, staff stress decreases, and your practice’s revenue cycle becomes more predictable.

Let’s Turn Patient Payments into a Practice Strength

If you’re ready to:

• Increase collections without increasing staff workload,

• Improve patient satisfaction through transparency and convenience, and

• Build a revenue cycle that’s built for today’s patient expectations…

Contact MBW RCM today to schedule your complimentary Patient Payment Process Review.