Collections for medical practices
Patient-responsibility balances after insurance. Called politely, tracked deterministically, with no clinical content ever referenced.
The gap between what insurance pays and what the patient owes has grown every year since high-deductible plans became the norm. A specialist visit can leave a patient with a balance they did not expect and a statement that arrives weeks after the appointment. The practice sends three printed statements, the patient intends to pay on each of them, and nine months later the balance is on someone's desk as a write-off candidate. Meanwhile, primary-care and specialty practices alike are running on margins that cannot absorb more write-offs without cutting hours, reducing staff, or turning away new patients.
Your billing team chases insurance all day, and that work is already understaffed. Patient-responsibility balances are everyone's job and nobody's job. The month-end aging report looks the same every month, only older. Hiring a dedicated patient-AR role is not in the budget, and outsourcing to an agency at thirty percent is a non-starter for balances this size.
Your clinical hours are packed. The business side — including AR — is delegated to front-desk staff who did not sign up to be collectors, and whose patient-facing role means they cannot sound like one either. Balances creep because nobody on your team is comfortable making the call, and the patients who could pay today are the same ones who would pay in ninety days if only someone had asked.
A sample call: the agent reaching a patient about an outstanding patient balance after insurance processing, with no clinical content referenced.
We reuse a small set of short, generic voice samples to demonstrate tone and cadence. The production voice agent references your specific invoice numbers and customer names at call time \u2014 not the content you hear here.
Medical practices are rightly cautious about anything that touches the patient relationship. Two pillars make these calls fit inside a defensible compliance posture. First, the agent stays in a minimum-necessary disclosure footprint — invoice number and balance, nothing else. It does not say the word appointment, it does not reference a provider, it does not discuss care. Second, the moment a patient pushes back on anything, the call ends and the file routes to your team with context attached. The agent's job is to catch the large silent majority of patients who simply forgot a balance and would happily pay if prompted. For the practices we work with, that silent majority is roughly sixty to seventy percent of the unpaid patient-responsibility aging, and it clears within a week rather than sitting for a quarter. The practices that have rolled this out report no patient complaints, no HIPAA incidents, and a steady, measurable drop in aging-bucket totals by the end of the first quarter.
Read-only access to invoice status and patient contact information. No write access to your ledger, no modifications to your chart of accounts, and no clinical-system touch anywhere in the integration path.
Recovered balances land in your Stripe account on your existing payout schedule. We never hold patient funds in transit, never act as a middleman on the payment, and never become a custody point for anything patient-related.
Any unpaid invoice three or more days past due with a phone number on file enters the call queue, respecting patient-local time zone and the weekday-only window for patient-facing calls.
Invoice number and balance only. No clinical detail ever, no provider name, no date-of-service discussion. The agent takes a card on the call or sends a pay link by SMS inside the three-attempt cap.
Paid, promised, disputed, unreachable — delivered in one email each morning. The 10% fee applies only to collected balances, and disputes route to your billing team with a clean, minimum-context summary attached.
The agent discusses only the invoice number and the outstanding amount. It never references diagnosis, procedure, provider, or any clinical information — the intentional minimum-necessary disclosure footprint required by HIPAA for payment-related communication. Call transcripts are stored with the same access controls as your billing system and follow the same retention policy you already have in place. Full compliance detail at /compliance.
The agent ends the call immediately on any coverage dispute and flags the file for a human callback. Your billing team picks it up with context attached, and the agent never repeats the disputed claim. We do not argue insurance questions, we do not offer adjudication opinions, and we do not ask probing questions that would push the conversation into clinical territory. This is a compliance floor, not a soft preference.
Yes. Per-patient exclusions live in your dashboard, and you can also set class-level exclusions using any flag your practice management system exports through QuickBooks. Patients in behavioral-health treatment, oncology care, palliative care, or any other category where you want hand-only handling can be blanket-excluded with one flag, and the exclusion takes effect instantly across every invoice.
No. Your practice management system and clearinghouse continue to run exactly as they do today. Syntharra adds a polite voice follow-up on balances that stay unpaid three or more days past due. We integrate at the QuickBooks Online layer where final invoice status lives; your PMS workflow is untouched, and no clinical data ever leaves your clinical system at any point.
At the start of each call: AI assistant, company name, invoice reference, call-recording notice. That opening is fixed inside the Retell conversation flow, not generated at runtime by the LLM, so it cannot drift and it cannot be skipped. The disclosure is deterministic by design, which is the only acceptable posture for healthcare-adjacent patient communication.
If a payment plan is recorded in QuickBooks with future invoices for each installment, the agent only calls on installments that go past due under the three-day rule. If a plan is recorded as a single invoice with a long due date, the agent waits for that due date to pass before calling. You control the plan structure inside QBO; Syntharra follows exactly what QBO records and does nothing else.
For full detail on TCPA and FDCPA compliance, see the compliance page.
No monthly charge. We earn when you recover. Pricing detail.
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