--- title: The Challenges of Collecting on the Patient Portion of Medical Bills description: Results of self-service-only payment technologies compared with a blend of self-service and human-based customer service/call center collections. --- [Skip to content](https://blog.meduitrcm.com/blog/challenges-of-collecting-patient-portion-medical-bills#main-content) [RCM Challenge](https://meduitrcm.com/rcm-challenge/) [Careers](https://meduitrcm.com/careers/) English English Spanish [![Meduit](https://blog.meduitrcm.com/hubfs/LPs-2024/Meduit_Logo_RGB.svg)](https://www.meduitrcm.com/) - [About Meduit](https://www.meduitrcm.com/about/) Show submenu for About Meduit - [Solutions](https://www.meduitrcm.com/solutions) Show submenu for Solutions - [News & Insights](https://hub.meduitrcm.com/en-us/innovation-lab) Show submenu for News & Insights - [Home](https://www.meduitrcm.com/) - [About Meduit](https://www.meduitrcm.com/about/) Show submenu for About Meduit - [Solutions](https://www.meduitrcm.com/solutions) Show submenu for Solutions - [News & Insights](https://hub.meduitrcm.com/en-us/innovation-lab) Show submenu for News & Insights - [Contact Us](https://hub.meduitrcm.com/en-us/contact?hsLang=en-us) - [RCM Challenge](https://www.meduitrcm.com/calculator/) - [Careers](https://www.meduitrcm.com/careers) [Contact Us](https://hub.meduitrcm.com/en-us/contact?hsLang=en-us) # Blog Recent Posts [Piecing Together an RCM Model](https://blog.meduitrcm.com/blog/piecing-together-an-rcm-model-cycle-up-september-2026?hsLang=en-us) [SMALL CLAIMS ADD UP FASTER THAN YOU THINK](https://blog.meduitrcm.com/blog/small-claims-add-up-faster-than-you-think?hsLang=en-us) [Making the Case for a Longer Bad Debt Window](https://blog.meduitrcm.com/blog/making-the-case-for-a-longer-bad-debt-window?hsLang=en-us) [You Know AI Works. 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The Challenges of Collecting on the Patient Portion of Medical Bills Posted on August 11, 2021 Meduit analyzed results driven by self-service-only technologies compared to a blend of self-service and human-based customer service/call center collections. A case study at a multiple-hospital health system revealed that after one year of self-service technology deployment, total patient cash increased by 13%. ### Analyzing the Impact A self-service vendor would attribute this 13% increase to the implementation of their self-service technology. However, upon further analysis, the data also identified a parallel 13% year-over-year (YOY) increase in patient volumes, so the real net impact on collections from self-service patient payment solutions was zero. ### Human Contact Matters Meduit also found that human contact with patients is central to increasing collections, and here is where self-service really misses the mark when not integrated with person-to-person contact. A comprehensive solution that combines self-service options with human contact delivers the best results. By offering the convenience of self-service combined with full-service solutions calibrated with the right balance by compassionate people, Meduit lowers costs while driving more cash from patient accounts. 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