Patient payment collection rate is the percentage of patient-responsibility amounts (copays, deductibles, coinsurance, self-pay) that are actually collected.

As patient financial responsibility has grown—high deductible plans now cover roughly half of commercially insured Americans—this metric has become increasingly material to telehealth revenue. Organizations that can't collect from patients are effectively subsidizing patient care.

Time-of-service collection dramatically outperforms post-visit billing. For telehealth, this means payment capture during scheduling or immediately after visit completion, while patients are still engaged. Payment plans and financing options improve collection rates for larger balances.

Track collection rate by payment timing (pre-visit, time of service, post-visit) and payment method. If credit card on file at scheduling collects at 95% and post-visit billing collects at 40%, you know where to focus.

Related terms: Net collection rate, Cost to collect, Days in Accounts Receivable