Patient Help Desk Support for Medical Practices

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Patient Help Desk

Our Medical Coding Team makes sure that all the claims speak true clinical stories. We analyze difficult medical records into accurate, compliant codes to get the most revenue and avoid denials. Our certified coders analyze every billable service by your providers in all specialties with real-time audit.

Our patient-centered approach reduces bad debt, minimizes collections agency placements and increases patient satisfaction. We manage both inbound and outbound patient calls with professionalism.

Patient Statements Review

In-depth verification of patient statements for accuracy before delivery. We highlight discrepancies between expected insurance coverage vs patient payment responsibility, so that each patient is billed correctly the first time.

Outbound Calls to Obtain Correct Insurance & Update COB

Both proactive outbound calls to patients and payers to verify active coverage, obtain missing details on insurance plans, and also correct Coordination of Benefits (COB) errors, which means fewer denials that invite costly rework.

Inbound Call Management for Patient Inquiries

A dedicated team to answer inbound patient calls related to bill explanations, payment due dates, insurance adjustments and balance disputes with empathy and expertise.

Outbound Balance Reminder Calls (Pre-Collections)

Before sending accounts to the collection agency, we make reminder calls as a courtesy before they are overdue. This will maximize self-pay recovery while preserving patient relationships.

Email Additional Bills Upon Patient Request

If a patient asks for another copy of their bill or an itemized statement during balance reminder calls, we automatically send them a secure, printable copy via email—on the spot and without follow-up calls.

For AMD Billing and Tech Consultants LLC, nothing matters more than your revenue and your reputation so our Patient Help Desk team has a burning desire to protect both.

Certified RCM patient account representatives that have years of billing experience

Proactive coordination of benefit (COB) and insurance verification - Identify issues before claims deny

Reduction in accounts sent to collections – through organized sequencing of reminder calls

Transparent patient communication – clear itemized breakdowns, simple payment options

EHR/PM Integration — Seamlessly enter call notes, insurance updates, and statement requests directly into your system.

Q1. Will your team identify themselves as billing specialists or as my office?

We get to use our own intro script. We just say we're calling "on behalf of your practice's Patient Help Desk" as a means of being transparent but also representing your practice.

Q2. What happens if a patient disputes a charge during a call?

Our agents are trained to log the dispute, pause collections while bringing this matter to your selected billing manager or practicing provider within a 24 hour time frame.

Q3. How will you secure patient data?

All calls are tracked and maintained in an environment that fully conforms to HIPAA compliance. Emailed bills are delivered as encrypted, password-protected PDFs or through a secure link on a patient portal.

Q4. Are you able to cope with large numbers of calls or after-hours inquiries?

Yes. We have the facilities for scalable inbound support and can handle overflow, lunch-hour coverage, as well as evening/weekend patient callback blocks.

Q5. How frequently do you make pre-collections reminder calls?

Based on your A/R aging policy—Usually at intervals of 60, 75, and 90 days. We adjust frequency per payer type, patient balance and your specific collection agency threshold.

Q6. Do you also collect payments from patients over the phone?

Absolutely. Our agents can either get credit cards or HSA/FSA payments over the phone and post these directly to your PM system or lead patients to your online payment portal.

"Since partnering with AdvancedMD RCM, our practice's denial rate has dropped by over 40%. Their coding team is meticulous, and the patient help desk has cut our front desk call volume in half. Truly a game‑changer."

— Dr. Sarah Mitchell, Family Medicine

"Credentialing used to take us months. AdvancedMD RCM handled everything from enrollment to out‑of‑network billing, and we started seeing clean claims within weeks. I finally have time to see patients again."

— Dr. James Carter, Orthopedic Surgery

"Their virtual medical assistant and A/R services saved us from a six‑figure backlog. The team is responsive, transparent, and actually understands revenue cycle management from start to finish."

Patient Help Desk

Patient Help Desk

Patient Statements Review

Outbound Calls to Obtain Correct Insurance & Update COB

Inbound Call Management for Patient Inquiries

Outbound Balance Reminder Calls (Pre-Collections)

Email Additional Bills Upon Patient Request

Q1. Will your team identify themselves as billing specialists or as my office?

Q2. What happens if a patient disputes a charge during a call?

Q3. How will you secure patient data?

Q4. Are you able to cope with large numbers of calls or after-hours inquiries?

Q5. How frequently do you make pre-collections reminder calls?

Q6. Do you also collect payments from patients over the phone?

— Dr. Sarah Mitchell, Family Medicine

— Dr. James Carter, Orthopedic Surgery

— Dr. Emily Rodriguez, Cardiology