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No Copay No Way: Improving Patient Compliance Through Smarter Communication At Bridgewell

Berry, Gianna
; 
Berry, Gianna
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Abstract
Incomplete payment collection creates financial and operational challenges in outpatient behavioral health settings. At Bridgewell’s Sovner Center, missed payments were associated with patient confusion, limited cost transparency, and inconsistent collection practices. This project implemented workflow and communication strategies to improve copayment completion rates and reduce outstanding balances. Interventions included adding copayment reminders to phone calls and emails, embedding payment links into email footers and Zoom-related documents, tracking unpaid balances, and incorporating reminder calls into daily administrative routines. These changes increased patient awareness, improved accessibility to payment options, and strengthened follow-up efforts. The project demonstrated that consistent communication and structured workflows can improve payment adherence and support revenue cycle management.
Title
No Copay No Way: Improving Patient Compliance Through Smarter Communication At Bridgewell
Date
2026-04-27
Subject
Copayments
Financial transparency
Patient education
Administrative workflow
Cost-sharing
Payment adherence
Material type
Collections
Spring
Spring
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Berry-poster.pdf
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URI
http://hdl.handle.net/20.500.13013/3913
Abstract
Incomplete payment collection creates financial and operational challenges in outpatient behavioral health settings. At Bridgewell’s Sovner Center, missed payments were associated with patient confusion, limited cost transparency, and inconsistent collection practices. This project implemented workflow and communication strategies to improve copayment completion rates and reduce outstanding balances. Interventions included adding copayment reminders to phone calls and emails, embedding payment links into email footers and Zoom-related documents, tracking unpaid balances, and incorporating reminder calls into daily administrative routines. These changes increased patient awareness, improved accessibility to payment options, and strengthened follow-up efforts. The project demonstrated that consistent communication and structured workflows can improve payment adherence and support revenue cycle management.
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Location
Advisor
Sponsor
Everitt, Amy
Course
Department
Healthcare Studies
Degree
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Research Projects
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