Use case
Patient balance collection calls, before they reach collections.
Unpaid balances pile up and staff hate chasing them. 2Care proactively calls patients, explains the bill in plain language, and helps them pay or set up a plan, all securely.
Get a demo
30 minutes, on your own call flows.
Why it matters
Every balance recovered early is revenue that would have aged out. 2Care works the list so your team does not have to.
Before
collections, not after
0
awkward calls for your staff to make
What 2care handles
On the call, end to end.
Balances worked this month
LiveWhat a balance costs to chase
The expensive part is the conversation nobody wants to have.
Practices rarely stop chasing balances because the balances are small. They stop because the calls are unpleasant, they take a person off the desk, and the ones that get made are the easy ones.
A month of outstanding balances
LiveHow a balance call runs
Explain it, then make paying easy.
Patient balance collection calls fail at the first step far more often than the last. People do not pay bills they do not understand, and most patients cannot read an explanation of benefits.
In language the patient can act on
The single most common reason a balance sits unpaid is that the patient believes it is wrong or does not recognise it. A call that opens by explaining what the charge is for, in ordinary words, resolves a large share of that before payment is ever mentioned.
What the visit was, and what insurance did
Stated plainly, from the record, without reading out a benefits statement the patient has already failed to decode.
Disputes go to a person
A patient who says the charge is wrong is not argued with. The call is handed to your billing team with what they said.
The difference
Chasing balances, two ways.
The comparison that matters is not against a billing clerk. It is against the accounts nobody ever rang.
Statements and a hope
A call that explains it
First contact after the visit
A statement in the post, then another one
A call that explains the charge in plain language
The patient does not understand the bill
It stays unpaid and ages into the next band
Explained on the call, before payment is raised
They want to pay over time
Ring back during office hours to arrange it
A plan inside your terms is set up on the same call
They dispute the charge
Escalates by letter, weeks later
Handed to your billing team the same day, with the call
Accounts nobody had time for
Age quietly and default to collections
Called, because calling them costs no staff hours
Four moments to raise a balance
Timing changes the answer more than wording does.
The same patient, asked at four different points, responds very differently. Three of these are cheap and the fourth is where most practices spend their effort.
Included
Before the visit
A short call ahead of an appointment lets somebody arrive knowing what they owe, which takes the conversation off the front desk on the day.
Included
Shortly after the claim settles
The point at which the patient still remembers the visit. Balances called in this window need far less explaining than the same balance at ninety days.
Included
Late, before collections
The call most practices never make, because it is the least pleasant. It is also the last chance to keep the patient and the money.
Where this stops
A balance call has limits that are not negotiable.
Money conversations carry both a compliance risk and a relationship risk, so the agent is restricted well beyond what the rules require.
What it will do
- Explain what a charge relates to, from your own record
- Offer payment through your existing secure channel
- Set up an instalment plan inside terms you published
- Mention an outstanding balance when a patient rings to book
- Record the outcome, including a refusal, against the account
What it will never do
- Taking, repeating or storing card details on the call
- Withholding, cancelling or conditioning an appointment on payment
- Threatening collections, credit consequences or legal action
- Negotiating a discount or a settlement outside your terms
- Arguing with a patient who says the charge is wrong
A disputed balance ends the collection conversation immediately and becomes a routed call to your billing team.
Straight answers
What practice managers ask before this goes near a patient.
We are not having an automated voice chase our patients for money.
It is a call that explains a bill and offers a way to settle it, and it stops the moment a patient objects. Practices that dislike the late chase usually start it at booking instead, where the same conversation lands very differently.
How is card data handled?
It is not handled at all. The agent never hears or stores a card number. Payment completes through the secure channel you already use, which keeps the call outside the scope of your card obligations.
Will a patient be refused an appointment over a balance?
No. The agent cannot withhold or cancel a booking, and that is a hard limit rather than a setting. The balance is mentioned and the appointment is made either way.
What if the patient says the bill is wrong?
The collection conversation ends there. The call is routed to your billing team with what the patient said, because that dispute needs a person who can look at the claim.
See it work
Payment & Balance Resolution, on a real call.
The whole path in one take: a search, a call, and an appointment in the diary, with nobody at the front desk touching it.
Before it discusses money
What billing teams ask about balance calls.
Explaining a charge in plain language, offering payment through your secure channel, and setting up an instalment plan inside terms you have already approved. Disputes and anything outside those terms go to your billing team.
No. It never hears, repeats or stores card details. Payment completes through the channel you already use, which is what keeps these calls outside the scope of your card handling obligations.
Yes, and that is usually the most productive moment. The appointment is never conditional on paying, and the patient is booked whether they settle it or not.
The agent identifies itself and the practice at the start, makes no threat of any kind, honours a request to stop, and respects the calling windows you configure. Anything beyond that is your policy, applied as a rule.
Nothing. Accounts you have passed on are excluded from the calling list, so a patient is never contacted by both your agency and your practice about the same balance.
Built for regulated healthcare, in every market we operate in
HIPAA
United States
BAA available on request
GDPR
UK & Europe
DPA available, data hosted in the EU/UK
DPDP
India
Data residency in India
See it on your own calls. Book Demo.
30 minutes, on your own call flows. No commitment.
- 18 specialties covered
- ·Live in weeks, not months
- ·HIPAA, GDPR and DPDP