In this episode of The Billing Blueprint Podcast, we unpack the surprising power of mailed paper bills in today’s digital-first healthcare landscape. While apps, portals, and automated billing tools continue to grow, the humble envelope still plays a vital role in reaching patients, driving payments, and improving engagement—especially for seniors.

They explore why most patients prefer paper, how visibility and credibility impact action, and how practices are blending traditional mail with modern tools like QR codes, digital portals, and automated reminders. You'll also learn how to turn your billing envelope into a strategic communication tool—with inserts, personalization, and omnichannel follow-up.

From accessibility to automation, this episode explains how paper and digital billing can work together to accelerate payments and improve the patient experience. this is a must-listen for any practice looking to modernize their billing without leaving patients behind.

Transcript

Narrator: 00:00

Welcome to the Billing Blueprint Podcast, your go to resource for innovative medical billing solutions. Each episode we explore the latest industry trends and share proven strategies to help your practice streamline operations and get paid faster. Now here are your hosts, Brad and Sarah.

Brad: 00:21

So today we're taking a deep dive into patient billing in healthcare. We're specifically looking at why, you know, even with all the amazing digital tools we have, something like a mailed paper statement isn't just surviving, it seems to be thriving. 

Sarah

00:36

Yeah, it's a fascinating area, and it's really not about picking sides, you know, paper or digital. It's more about finding the right mix, the optimal balance. We'll unpack why physical mail still packs a punch, how it's actually being blended pretty cleverly with digital, and what practices are doing to really get the most value out of it. 

Brad

00:54

Right. So our mission today is to help you understand the cut of surprising effectiveness of, well, the humble envelope. Basically, how it gets patients to act, to pay, and maybe even feel a bit more connected to their providers. We've got some honestly really compelling insights and data from our sources that might just change how you think about your next medical bill. Okay, let's. Let's unpack this. 

Sarah

01:17

Let's do it. 

Brad

01:18

So first things first, we're swimming in apps, online portals. 

Sarah

01:23

What? 

Brad

01:23

Why does a piece of paper, a physical statement, still hold so much power? This is where it gets really interesting. 

Sarah

01:29

Well, a huge piece is reach, just plain reach. And frankly, patient preference digital channels. 

Brad

01:36

Right. 

Sarah

01:36

They just aren't universal yet. 

Brad

01:38

Right. 

Sarah

01:38

Think about it. Roughly one in four seniors, that's like 27% of Americans over 65 still don't use the Internet regularly. And You've got nearly 42 million Americans without broadband. 

Brad

01:50

Wow, that many? 

Sarah

01:50

Yeah. So, for those patients, a physical bill often isn't just an option. It's the only way to reliably get that information to them. 

Brad

01:57

Okay, so accessibility is key. 

Sarah

01:58

Definitely. And beyond that, you know, a lot of patients actually prefer paper. There was a consumer action survey found anywhere from 45 to like 74% of people depending on the bill type, would choose paper over electronic if given the Choice. And over 80% of consumers flat out believe they should have the right to choose how they get billed. Plus, some people just view physical mail as, I don't know, more credible, more personal, maybe. 

Brad

02:23

I can see that it feels more official sometimes. 

Sarah

02:25

Exactly. And there's the visibility aspect, too. Think about your email inbox. 

Brad

02:29

Don't remind me. 

Sarah

02:30

Right. eBills can just get lost in that flood of emails. Yeah, but a paper bill sitting there on the, you know, kitchen table or the desk, it's just harder to ignore. It's tangible. 

Brad

02:41

That makes sense. It's a physical reminder. So what does all this mean for, like, actual patient action? Does this preference and visibility translate into people actually, you know, paying their bills? 

Sarah

02:51

It does, absolutely. That tangibility, it directly impacts whether people actually review the statement and then take action. Okay. One study found a pretty stark difference. 78% of consumers said they review mailed statements, compared to only 43% for E statements. 

Brad

03:06

Almost double, pretty much. 

Sarah

03:07

So that physical presence kind of compels patients to, you know, pick up the phone or log in online or just write the check and send it in. It's a clearer call to action for many. 

Brad

03:16

And you mentioned seniors earlier. There's maybe a digital discomfort factor, too. 

Sarah

03:21

For sure. Nearly 40% of Americans over 70 say they lack confidence in their digital skills and they worry about online security. 

Brad

03:29

Yeah, that's understandable. 

Sarah

03:31

So they might ignore an email from an unfamiliar portal or just overlook it completely. The paper bill cuts through that anxiety. And, you know, you can add a human touch to paper. 

Brad

03:41

How so? 

Sarah

03:42

Branded messaging, maybe a personal greeting, sometimes even just a printed signature line. It reinforces trust, makes it feel more official, clearer. And the industry sees it, too. About 58% of providers still primarily rely on paper. It's seen as reliable for getting paid. 

Brad

03:58

So it really boils down to meeting patients where they are making sure everyone gets a statement they'll actually open and hopefully act on. Even as tech keeps evolving. 

Sarah

04:06

Precisely. It's about inclusivity. 

Brad

04:08

But, okay, paper isn't just staying the same. Right. It's getting, well, a modern upgrade. 

Sarah

04:13

Yeah. 

S

Brad

04:13

Let's talk about how these mailed statements are becoming more dynamic. 

Sarah

04:16

Yeah. This is where it gets really clever. The big thing is the integration of QR codes. 

Brad

04:21

yes. 

Sarah

04:22

Everywhere now, pretty much. So you put a QR code on the paper statement, and boom, it bridges the gap. Patients just scan it with their smartphone and it takes them straight to a secure digital payment portal. 

Brad

04:33

Seamless. 

Sarah

04:33

Exactly. And it taps right into how people are paying for things now. Mobile payments, contactless payments. That usage grew, what, 29% back in 2020 reached over 92 million people in the U.S.

Brad

04:46

Huge growth. 

Sarah

04:47

Yeah. And projections show over half of smartphone users will be using mobile pay by 2025. So QR codes basically turn that static paper bill from just a reminder into an active payment opportunity. 

Brad

04:59

Right. No need to type in a long web address or find stamps. 

Sarah

05:02

None of that friction. It's Just scan and pay. And importantly, the good solutions are HIPPA compliant, linking to secure portals where patients can pay, maybe store a card for next time, or even set up AutoPay. 

Brad

05:14

So it adds convenience and speed, leveraging the phone everyone already has. Okay, that's the QR code bridge. What else can you sort of tuck into that envelope to boost its impact? Maybe without adding extra cost? 

Sarah

05:26

That's a great question because you're already paying for the postage. 

Speaker 1

05:30

True. 

Sarah

05:31

So statement inserts become essentially a free channel for more communication. It's zero marginal cost. 

Brad

05:37

Smart. What kind of things work well as inserts? 

Sarah

05:39

Lots of possibilities. You can include educational stuff, maybe your reminders about flu shots, ticks for managing a chronic condition, tutorials on using the patient portal. 

Brad

05:48

Oh, like empowering patients with info. 

Sarah

05:50

Exactly. Or maybe EFO on new therapies they might not know about. You can also share practice news like, hey, we offer telemedicine now. Or promote wellness programs or announce a health fair. 

Brad

06:01

Practice updates. 

Sarah

06:01

Yeah, just subtle reminders about scheduling checkups can make patients feel, you know, valued and cared for. 

Brad

06:08

So it's not just a bill, it's a communication channel. 

Sarah

06:10

Right. The key is to keep the inserts relevant and simple. Maybe use bullet points or simple graphics and if you can personalize them, like. 

Brad

06:19

Different inserts for different patient groups. 

Sarah

06:21

Yeah, maybe specific Medicare info for seniors, for example. And of course, it helps to track engagement if you can see what resonates. 

Brad

06:29

Got it. So every envelope then becomes like a. A mini marketing and education piece riding along for free. 

Sarah

06:36

You got it. It's leveraging that guaranteed touch point. 

Brad

06:39

Okay, so this really brings us to the core idea, doesn't it? It's not about choosing paper or digital. It's paper and digital working together. How does this omnichannel strategy actually play out in practice? 

Sarah

06:51

Yeah, the omnichannel or hybrid approach is really about making the two channels complement each other. So a practice might send an E bill first, maybe an email or a text message with a link to pay. 

Brad

07:02

The digital nudge first. 

Sarah

07:03

Right. Then if maybe after a couple of weeks there's no payment, they follow up with the mailed paper statement. It acts as a second reminder and it catches those who prefer paper or missed the digital one. 

Brad

07:14

Multiple touch points. Does that actually speed things up? 

Sarah

07:16

The data suggests it does. MGMA found that ambulatory practices, which often use more of this patient friendly tech to tend to see faster payments. Only about 13% of their patient balances took longer than six months to pay compared to hospitals where it was 26%. So potentially quite a difference in collection cycles. 

Brad

07:36

That's significant. So, any key tips for implementing this hybrid approach effectively? 

Sarah

07:40

Yeah, a few things. Triggering those eBills. First, as soon as a balance is ready is good practice. Include the portal links, maybe even mention that a paper statement might follow. 

Brad

07:50

Manage expectations. 

Sarah

07:51

Exactly. Then use the mail and that follow up that extra reminder if needed. And critically, keep your messaging consistent. 

Brad

07:58

What do you mean? 

Sarah

07:59

The branding, the language you use. It should look and feel the same whether it's an email, a text, or that paper statement. Builds trust and reduces confusion. 

Brad

08:08

Makes sense. Unified front. Can you maybe walk us through an example? Like, how does a specific solution actually pull all these pieces together? The paper, the QR codes, the digital side? 

Sarah

08:18

Sure. Let's take a platform like BillFlash as an example. It shows how these pieces integrate. 

Brad

08:24

Okay. 

Sarah

08:25

First there's automation. It handles the printing, the mailing, even checks addresses against the postal service database to reduce return mail. That frees up staff time. 

Brad

08:35

Efficiency boost. Right there. 

Sarah

08:36

Big time. Then there's customization. Practices can put their logo, their colors, list specific payment options they accept and make it look like their bill. 

Brad

08:46

Branding consistency. 

Sarah

08:47

Right. And every statement automatically includes that free QR code. We talked about linking to a secure portal. Maybe something like PayWoot. That portal offers payments online, mobile, lets patients store cards, set up autopay, all that convenience. 

Brad

09:01

The digital bridge built in. 

Sarah

09:02

Exactly. But it doesn't forget traditional methods either. It still includes return envelopes, payment coupons for people who prefer to mail a check. 

Brad

09:09

Covers all the bases, pretty much. 

Sarah

09:11

And the omnichannel support is key. It connects the online payments, any payments taken in the office, even phone payments. So the staff can actually see the same bill the patient is looking at. Which really helps if someone calls with quality questions. 

Brad

09:23

Oh, that's huge for customer service. 

Sarah

09:25

Definitely. And typically these systems are designed to integrate with the practices. Existing EHR or billing software, have dashboards for tracking payments and offer support. 

Brad

09:36

So it sounds like it takes the whole billing process, which can be a headache, and turns it into something much more streamlined, automated and patient friendly. 

Sarah

09:46

That's the goal. Yeah. Taking a necessary function and making it work better for everyone. 

Brad

09:50

So wrapping this up. It seems abundantly clear in today's healthcare world, you really can't underestimate the power of the envelope. Mailed statements are definitely not obsolete. They're actually a pretty strategic tool. 

Sarah

10:03

Yeah, I think that's the key takeaway. They're strategic by blending that trusted, tangible feel of paper with the, you know, speed and convenience of digital tools practices can genuinely connect with all their patients, not just some. And that helps drive faster payments, sure, but it also helps build stronger patient relationships. Which thinking about it raises kind of an interesting question. 

Brad

10:24

Go on. 

Sarah

10:25

Well, if the goal really is to meet every patient where they are and make sure they engage not just with the bill but with their health too, okay, how might rethinking something as seemingly simple as that billing envelope actually unlock totally new opportunities for interaction and engagement? 

Brad

10:41

That's a great point. Rethinking the envelope not just as a bill delivery system but as a communication opportunity. Definitely something to ponder. Food for thought until our next deep dive. 

Narrator

10:51

Thanks for tuning into the Billing Blueprint podcast. For more insights or to dive deeper dive deeper into today's topics. Head over to billflash.com. Don't forget to subscribe and we'll catch you next week with more strategies to keep your practice running smoothly and getting paid faster

Sources:

Why Paper Still Pays: The Lasting Value of a Mailed Paper Statement for Healthcare Practices