AI-Powered Patient Billing Agents: A Game Changer for Healthcare
Patient billing has long been one of the most challenging parts of running a medical practice. Patients often face confusing statements, unclear insurance terms, and long wait times for answers. Meanwhile, staff are flooded with phone calls, emails, and portal messages just to explain basic charges.
Patriot Pay is addressing this problem with AI-powered Patient Billing Agents (PBAs) — real-time digital assistants that answer billing questions instantly, streamline staff workload, and help practices get paid faster.
What Are Patient Billing Agents?
Patient Billing Agents (PBAs) are AI-driven tools built into the Patriot Pay platform. They allow patients to get immediate answers to billing questions directly on the platform or via text message. There’s no need to log in to a portal, download an app, or wait on hold.
PBAs pull live data from multiple sources, including:
- 835 remittance files
- Practice management system activity
- Patriot Pay transaction data
By combining these inputs, the system delivers accurate, personalized answers in real time — 24/7.
Why PBAs Matter for Practices
Instant, Accurate Answers: Over 90% of billing questions can be resolved by PBAs in under a second. This reduces phone calls, emails, and staff time spent walking patients through their bills.
A Frictionless Patient Experience: Patients can reply to a text or click directly on their bill for answers. This ease-of-use leads to faster payments, better satisfaction, and fewer abandoned balances.
Smart Escalation When Needed: If a question can’t be resolved automatically, it’s escalated to staff with full context — the patient’s question, their bill details, and prior responses — saving time and eliminating unnecessary back-and-forth.
The Patient Perspective
Billing confusion is widespread:
- 72% of patients say they’re confused by their Explanation of Benefits (EOB).
- Only 1 in 10 can accurately define “deductible” or “coinsurance.”
- 60% say understanding their medical bills is harder than doing their taxes.
- Over 50% of billing-related calls are for clarification, not actual payments.
By answering questions clearly and instantly, PBAs remove barriers to payment and give patients greater confidence in their care experience.
Smarter Payments, Stronger Practices
AI-powered Patient Billing Agents are redefining how practices communicate with patients about their bills. By providing instant answers, simplifying payments, and supporting staff efficiency, Patriot Pay is helping practices build stronger revenue cycles and better patient relationships.