Planned capability
Balance follow-up takes persistence, but many patient questions need a person who can review the account. EigenH is planning a Payment Agent that handles approved reminders and separates straightforward next steps from questions, disputes, and hardship situations that belong with staff.
This page describes product direction. The Payment Agent is not presented as generally available.
What the planned agent is intended to handle
- Send approved balance reminders on the practice’s schedule
- Direct patients to an approved payment path
- Record patient responses and promised next steps
- Stop outreach when the workflow requires it
- Route billing questions, disputes, and hardship requests to staff
- Show the status of each balance follow-up
The practice will control the source balance, message, timing, attempt limits, payment destination, and handoff policy.
The intended workflow
1. Start with an approved balance list
The practice chooses which accounts enter the workflow and confirms that the amount and contact details come from the appropriate system.
2. Send a clear reminder
The patient receives an approved message with the next action and a route to the practice when something looks wrong.
3. Record the response
The workflow distinguishes payment intent, a question, a dispute, a callback request, and no response.
4. Give staff the right exceptions
Sensitive or complex situations go to the team with the available context. The agent should not negotiate, make financial judgments, or continue outreach outside the approved policy.
What a practice should be able to measure
- Balances added to an approved workflow
- Reminders sent and delivered
- Patient responses and promised actions
- Questions and disputes sent to staff
- Outreach stopped because of payment, policy, or opt-out
- Accounts that still need a decision
Why shared context matters
Payment follow-up should not ignore what happened earlier in the patient’s journey. A changed appointment, an insurance exception, or an unresolved concern may explain why the balance needs staff review. The planned Patient Journey OS is intended to carry that context into the handoff.
Is the Payment Agent available?
It is planned. Contact us if patient balance follow-up is a major source of administrative work for your practice.
Will it process payments?
The final payment path and supported connections have not been announced. Any named payment capability will be labelled before launch.
Can it handle disputes or payment plans?
Those situations need practice policy and human judgment. The planned agent would route them to authorized staff rather than make the decision.