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Patient Liaison & Advocacy
When a patient hits an insurance wall, we step in. With your patient’s permission, we join three-way calls with their carrier, translate the insurance language, and push back on their behalf. It protects your patients, minimizes patient A/R, and keeps your front desk focused on care.
Who this is for
- Practices with high patient A/R
- Providers whose front desk is fielding daily insurance calls from confused patients
- Practices that want to strengthen the patient-provider relationship
- Any practice where patient insurance issues are creating friction and delays
Pain points
Your front desk wasn’t hired to fight insurance companies. Neither were your patients.
When patients can’t get answers from their insurer, they call your office. Here’s what that usually looks like.
Patients confused by their EOB
Explanation of benefits documents are written for payers, not patients. When a patient gets an unexpected balance and doesn’t understand why, the first call goes to your front desk, not their insurer.
Front desk pulled away from patient care
Your staff ends up spending time on hold with insurance companies, explaining coverage decisions they didn’t make, and managing frustrated patients instead of supporting the providers and patients in front of them.
Patient A/R growing without resolution
Balances sit unresolved because patients don’t know how to fight their insurer and your team doesn’t have the time or authority to do it for them. The balance ages, the relationship strains, and the revenue stalls.
What’s included
A real advocate on every call.
01
Three-way calls with patient and carrier
With the patient’s permission, we join the call directly with their insurance carrier to address coverage questions, claim disputes, and unexpected balances on their behalf.
02
Insurance language translation
We explain coverage decisions, EOBs, and denial reasons in plain language so patients understand exactly what they owe and why, and what options they have.
03
Claim dispute & appeal support
We push back on the insurer when a claim has been incorrectly denied or a patient has been wrongly billed, and we follow through until the issue is resolved.
04
Patient balance review
We review patient balances alongside claim history to identify billing errors, incorrect patient responsibility amounts, and opportunities to correct the account before the patient receives a statement.
05
Front desk coordination
We work directly with your front desk team to triage patient billing questions and route issues to the right person so your staff stays focused on patient care.
Every call is handled by a real person on your team.
No scripts, no ticket queues, no automated responses.
How it works
We step in so your team doesn’t have to.
Every patient issue is handled by a real person who knows your practice, your payers, and how to get answers.
1
Patient Issue Identified
A patient billing question or insurance dispute is flagged, either by the patient directly, your front desk, or during our regular A/R review. We assess the issue and determine the best path to resolution.
2
Patient Permission Obtained
Before we take any action on a patient’s behalf, we confirm their permission to act as their advocate with their insurance carrier. This is documented and kept on file.
3
Claim & Coverage Review
We review the patient’s claim history, EOB, insurance eligibility, and any prior correspondence to understand exactly what happened and what the correct outcome should be.
4
Three-Way Call with Carrier
We join the call with the patient and their insurance carrier, translate the insurance language, and push back on incorrect decisions on their behalf. The patient is supported throughout the conversation.
5
Resolution & Follow-Up
Once the call is complete, we document the outcome, update the patient account if needed, and follow up to confirm the resolution has been applied correctly. The patient and your team are informed of the result.
The outcome
What changes when patients have someone in their corner.
Less
Patient A/R, because disputes get resolved instead of sitting unworked while the balance ages.
Fewer
Front desk interruptions, because patient insurance questions are handled by our team instead of pulling your staff away from care.
Stronger
Patient relationships, because patients feel supported when they hit an insurance wall instead of left to navigate it alone.
Faster
Resolution, because we know how to talk to insurers and we follow through until the issue is closed.
“We recently started using Infinite Revenue Medical Billing and they have proven themselves to be fast, professional and spot on with all their advice. I’m very happy they were referred to me.”
Edward Stern, MSN PMHNP-BC
Nothing Better Health, PLC · Washington, D.C.
Questions
Before you ask.
Does the patient need to give permission?
Yes. We always obtain patient permission before joining any call or acting on their behalf with their insurance carrier. This is documented and kept on file for compliance purposes.
What insurance issues do you handle?
We handle claim disputes, unexpected out-of-pocket balances, EOB questions, coverage denials, and any situation where a patient needs help understanding or challenging a decision made by their insurer.
Is this included in my billing service or separate?
Patient liaison and advocacy is available as part of your billing service whenever a patient issue arises. During the onboarding process we establish how patient questions are routed to our team, so the process is seamless for your front desk.
Will we have a specific person to contact?
Yes. You get a named team that knows your practice and your payers, and you can reach them directly. Most practices come to us because they couldn’t get anyone on the phone.
How is this priced?
Pricing is scoped to your practice after the discovery review, based on volume, specialty, and which parts of the cycle we’re taking on. We walk you through it in detail before anything is signed, no surprise line items.