Billing is not something most physicians learn about in medical school, according to Matt Buder Shapiro, co-founder and chief marketing officer of MedPilot, a company that offers a digital tool to help patients understand and resolve medical expenses. “But billing is what keeps the lights on for all these practices, so you need to develop a strategy to provide a better experience for your patients,” he says.

He recommends that an improved experience should begin the moment patients come to the front desk. It helps to pair requests for payment information with “helpful resources.” These resources can take the form of “clarity on costs from the insurance side, clarity on procedure information, cost estimation” and so on.
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