Does this sound familiar? A patient comes to your clinic for treatment, you bill his or her insurance, the insurance pays the portion for which it is responsible, and you send an invoice to the patient for the remaining balance. Days, weeks, even months go by, and after persistently hounding the patient for his or her payment, you finally receive it. As it turns out, though, the patient wasn’t intentionally dodging the bill—it just wasn’t super convenient for him or her to pay. And that begs the question: can rehab therapy offices create patient invoices that help them receive payments faster? Perhaps. Here’s how:

Make Google Do It: How to Use the Internet to Win More Patients  - Regular BannerMake Google Do It: How to Use the Internet to Win More Patients  - Small Banner

Include your contact information.

This may seem obvious, but you should always include your clinic’s contact information on the invoice in an easy-to-spot location. That’s because you want to make it easy-peasy for patients to contact you should they need to set up a payment arrangement or inform you that a payment is delayed. So, prominently display your name, address, and phone number (a.k.a. your “NAP”) at the top of the invoice in large print.

To make it extra easy, you should also display the patient identifier—whether that be an invoice number or another unique identifier—in an obvious place on the page.

According to this resource from Small Business Trends, your invoice should include the following:

  • “Your name
  • Your tax ID
  • Your address (both your physical and email address)
  • Your phone number
  • Invoice number
  • Itemized breakdown of services or products rendered
  • Total amount
  • Due date”

Add line items.

You know your services are worth every penny, and when your patients achieve optimal outcomes, they undoubtedly do, too. That said, patients still want to know exactly what they’re paying for. So, make sure you:

  1. include separate line items for individual procedures as well as any applicable supplies (e.g., fitness bands, tape, or foam rollers), and
  2. list the cost for each.

Not only will this help the patient understand what he or she is paying for, but it’ll also protect you should the patient ever dispute a charge.

Provide convenient payment options.

Thanks to the Internet, people want (and expect) several payment options—all at the touch of a button. And that’s not necessarily a bad thing: after all, if you accept several different payment methods, it can boost your chances of getting paid quickly. (And if your billing platform has an online payment option, that’ll speed up the process even more.) But, don’t forget to tell patients about the various ways they can make payments. As this article from Chargebee suggests, “include a list of all available modes of payment that your business supports at the bottom of the invoice, giving your customers varied options if they are not able to pay via a particular method.”

Give your invoices a personal touch.

While you don’t necessarily need to write each patient a long note whenever you send an invoice, personalizing your invoices shows patients you value them—not just their money. You can accomplish this by:

  • Using words like “please” and “thank you” on the invoice,
  • Including special messages for birthdays or major life events, and
  • Mentioning any special offers or discounts.

Also, when you actually hand the invoice to the patient, make sure you’re giving him or her special attention and offering to go through the line items and provide answers to any questions.

Track the invoices.

Once that invoice leaves your office, you need to keep an eye on it. Make sure that whatever billing software you use has the ability to track patient balances, note when they’ve been sent, and indicate when they’ve been paid.


If you’re having a hard time receiving patient payments, then it might be time to rethink the way you do invoices. However, with a few personal touches, you can decrease the amount of time it takes you to get paid—and that’s more convenient for everyone.

  • The Complete PT Billing FAQ Image

    articleMay 24, 2016 | 25 min. read

    The Complete PT Billing FAQ

    Over the years, WebPT has a hosted a slew of billing webinars and published dozens of billing-related blog posts. And in that time, we’ve received our fair share of tricky questions. Now, in an effort to satisfy your curiosity, we’ve compiled all of our most common brain-busters into one epic FAQ. Don’t see your question? Ask it in the comments below. (And be sure to check out this separate PT billing FAQ we recently put together.) Questions …

  • Death to Denials: 4 Strategies for First-Pass Claim Payment Image

    articleMay 1, 2017 | 4 min. read

    Death to Denials: 4 Strategies for First-Pass Claim Payment

    Claim denials are the worst. You provide your patients with exceptional therapeutic intervention—and bill their insurance companies to recoup payment for those services—only to find out that the payer has no intention of actually doing any paying. Womp, womp. While you could—and should—implement a process to correct and rebill denied claims, wouldn’t it be even better to stop them from happening in the first place? After all, it costs providers an average of $25 to rework a …

  • EDI, ERA, and EFT Overview for Rehab Therapists Image

    articleAug 27, 2019 | 4 min. read

    EDI, ERA, and EFT Overview for Rehab Therapists

    What would health care be without its love for initialism? And healthcare billing is no exception, which is why we decided to shed some light on three common ones: EDI, ERA, and EFT. If you’re in the rehab therapy billing world, you’ve probably heard these terms bandied about. But because they directly impact your practice’s ability to make money, it’s imperative that you’re crystal clear about electronic data interchange, electronic funds transfer, and electronic remittance advice definitions. …

  • Combatting Health Insurance Illiteracy: How to Help Patients Understand Their Plans Image

    articleApr 24, 2017 | 5 min. read

    Combatting Health Insurance Illiteracy: How to Help Patients Understand Their Plans

    Last week, WebPT’s Brooke Andrus wrote a post explaining why patient confusion about insurance coverage can translate into problems for your clinic—everything from angry and frustrated patients to unpaid balances. According to PJ Cloud-Moulds—author of this Physicians Practice post —“there is a huge gap between reality and what the patient thinks happens with their insurance plan.” That’s why—whether it should fall on providers’ shoulders or not—many PTs, OTs, and SLPs are stepping up their educational game to …

  • Founder Letter: Bill to Thrill: 10 RCM Tweaks to Improve the Patient Experience in Your Practice Image

    articleJul 2, 2019 | 9 min. read

    Founder Letter: Bill to Thrill: 10 RCM Tweaks to Improve the Patient Experience in Your Practice

    I don’t want to beat around the bush: health care—physical, occupational, and speech therapy included—is expensive. But the true cost of skyrocketing healthcare spending goes beyond out-of-pocket deductibles , because patients are allowing their health to take a backseat to other expenses. Last month, I stressed the importance of winning patients for life by marketing to them throughout the entire customer lifecycle. And I don’t want to undermine the value of keeping patients engaged throughout the entire …

  • 3 Common Rehab Therapy Credentialing Mistakes Image

    articleJul 18, 2018 | 6 min. read

    3 Common Rehab Therapy Credentialing Mistakes

    Proper credentialing is a crucial step in running a successful physical therapy clinic. If your clinic and therapists aren’t properly credentialed with insurance providers from the get-go, your bottom line might suffer. And it’s not just new clinics that are susceptible to making credentialing mistakes; in fact, any clinic that has gone through a change in ownership, rapid growth phase, or any other transition might find itself mired in credentialing headaches. But before we get to the …

  • Fee for All: How to Set a Rate Schedule for Your Rehab Therapy Practice Image

    articleMay 3, 2017 | 6 min. read

    Fee for All: How to Set a Rate Schedule for Your Rehab Therapy Practice

    I’m going to be frank here: setting the right fee schedule for your clinic is important—like, really, really important. Why is it such a big deal? The answer might seem obvious, but it’s actually a bit more nuanced. When new patients step into your office, you’re not just improving their day-to-day function—you’re showing them the value of their health and well-being. By seeking out movement-based therapy, patients are making an investment in their physical welfare. So, as …

  • The Dos and Don’ts of Working With Insurance Companies Image

    articleJul 7, 2017 | 6 min. read

    The Dos and Don’ts of Working With Insurance Companies

    In 2016, Forbes reported that doctors spend more than 66% of their time on paperwork. And a good deal of that paper-pushing is insurance-related. There’s no denying that working with insurance companies is a challenging—yet required—part of running a rehab therapy clinic. One of the biggest hurdles in this professional relationship is negotiating contracts. Most medical professionals have at least heard a story of a nightmare negotiation that led to nothing but frustration. Ultimately, insurance companies usually …

  • 4 Keys to Keeping a Steady Cash Flow Image

    articleMay 18, 2016 | 5 min. read

    4 Keys to Keeping a Steady Cash Flow

    As a private practice clinic owner, you’re probably familiar with the cold sweat-inducing struggle to keep a steady cash flow. Claims management muck-ups, inefficient processes, staff issues, and lack of insight into your clinic’s financial health can leave you feeling like you’re riding a revenue rollercoaster. So, whether you’re trying to maximize reimbursements , combat employee theft , or optimize patient payments , these four keys to maintaining a steady cash flow will help you even out …

Achieve greatness in practice with the ultimate EMR for PTs, OTs, and SLPs.