The Payment Follow-up Sequence in Practice by Numbers is a powerful, automated workflow designed to streamline patient billing communication and improve collection rates. It enables your team to configure a step-by-step reminder strategy that fits your practice's tone, pace, and priorities.
What Is the Payment Follow-up Sequence?
When patients are added to the payment follow-up system, either automatically based on system rules or manually by staff, they are enrolled in a structured sequence of reminders. This sequence helps ensure that patients don’t forget their outstanding balance and are given multiple nudges using your preferred contact methods.
❗ Note: This sequence only applies to patients enrolled in follow-up tracking. It does not apply to those sent a one-time payment request.
Customizing Follow-ups
Applicability
Automatic Enrollment: Patients can be auto-enrolled into the follow-up sequence based on defined billing logic or triggers.
Manual Enrollment: Your team can manually add patients who need structured reminders.
Exclusions: One-time payment links fall outside of this system and do not trigger follow-up actions.
Initial Delay
The default behavior sets the first follow-up 7 days after the patient is added, but this can be changed as needed.
This gives your billing team time to review the patient's balance, confirm the follow-up is appropriate, or cancel the sequence if needed.
Immediate Start Option
If urgency is required, you can override the delay and start the follow-up sequence immediately.
Follow-up Sequence Schedule
Each follow-up step includes customizable actions (emails, texts, tasks) and timing intervals. You can:
Adjust the days between follow-ups
Add more steps beyond Follow-up 5
Tailor the actions per stage
Sample Timeline (Fully Editable):
Step | Timing | Common Actions |
Follow-up Start | Immediate or +7 days | First email/text, or task creation |
Follow-up 1 | +7 days | Email, Text, Task |
Follow-up 2 | +14 days | Any combination of reminders |
Follow-up 3 | +21 days | Escalated reminder (e.g., personal task) |
Follow-up 4 | +28 days | Final reminders or balance escalation |
Follow-up 5 | +35 days | Last attempt before internal collection protocol |
Configuring Follow-up Actions
Each follow-up can be designed using one or more of the following actions:
Send Email
Useful for detailed billing reminders and attaching statements.
Less intrusive, but potentially lower response rates.
Send Text Message
Ideal for quick reminders and real-time visibility.
Especially effective when patients are less responsive via email.
Create Task for Staff
Assign a follow-up task to a specific team member.
Ideal for high-value balances or patients who haven’t responded.
Enables personal, phone-based outreach, which often sees the highest conversion.
💡 Best Practice: Use tasks at later stages in the sequence to escalate the issue and humanize your outreach.
Editing Email and SMS Templates in the Follow-up Sequence
Each follow-up action—whether it's an email or a text message—can be fully customized to match your practice’s tone and branding. This ensures patients receive messages that feel consistent, informative, and professional.
Prebuilt Templates: Ready to Use or Modify
To help practices get started quickly, Practice by Numbers provides a prebuilt set of templates for Follow-ups 1 through 5. These default templates include:
Patient-friendly language
Merge fields for personalization
Mobile-friendly formatting
A clear payment button or link
You can use these out-of-the-box or treat them as a starting point—every template can be fully edited to meet your communication style or clinical tone.
Email Template Customization
When configuring an email follow-up, you’ll be presented with the Email Template Editor (as shown below):
Key Fields:
Email Subject & Preheader: Enter a clear and concise subject line and preview text to boost open rates. Example:
Subject:
You have an outstanding balance at {{ practice_name }}Preheader:
We would appreciate it if you could clear this balance as soon as you can.
Content Editor: Use the rich text editor to type your message. You can:
Change font styles, headings, and layout.
Insert merge fields like:
{{ first_name }}{{ requested_amount }}{{ payment_portal_link }}
Add or change the payment button and instructional text.
Customize the footer, logos, or contact details if needed.
Color & Branding: Adjust the color palette and layout elements to reflect your brand identity.
Template Options:
Use a Blank Template or start with a predefined layout from the “Pick a Template” dropdown.
Save your design as a new reusable template by checking “Save as new template.”
SMS Template Customization
For text message reminders, the interface is streamlined and compliance-aware:
Key Features:
Editable Message Body: Enter a concise message, using smart merge fields like:
{{ first_name }}{{ requested_amount }}{{ payment_portal_link }}
Tone and Voice: Keep SMS messages short and polite.
Multilingual Options: Click the language selector (EN/ES/+) to customize translations.
Save Options:
Use Reset to discard edits.
Save as new template to reuse the text for other stages or campaigns.
⚠️ Reminder: SMS messages must follow TCPA regulations. Do not include promotional content, and ensure patients have consented to receive texts.
Previewing and Sending Test Messages
Before finalizing your template, you have the option to send yourself a test message. This allows you to see the format and design of your communication before it goes live.
💡 Note: When sending a test, generic placeholder values will be used.
Best Practices for Template Configuration
Start friendly in early follow-ups, and shift to more direct wording later.
Always include a clear payment link and office contact information.
Consider inserting the practice phone number or a link to reach support in the final task or email.
Preview your messages on desktop and mobile before sending.
Flexibility and Best Practices
You are in full control of:
Cadence: Choose the right timing between follow-ups to avoid overwhelming patients but maintain urgency.
Action Mix: Decide which stages include just emails/texts and which involve staff tasks.
Tone & Frequency: Tailor your message tone and adjust based on patient demographics or payment behavior trends.
Performance Review: Regularly assess the effectiveness of your sequence and make updates to improve collection rates.
Why Configuration Matters
Configuring the Payment Follow-up Sequence thoughtfully allows your practice to:
Increase collection rates through persistent yet professional reminders.
Deliver a better patient experience by balancing automation with a personal touch.
Reduce staff workload by automating communication, but still escalating important accounts to human follow-up when needed.
Customize to your patient base—for instance, younger demographics may respond better to texts, while older patients may prefer email or phone calls.
Final Tips
Regularly review analytics to refine timing and action types.
Experiment with follow-up language, frequency, and tone to see what resonates.
Ensure team members understand the task assignment logic and expectations.
Document internal escalation policies for accounts that do not respond to the full sequence.