Introduction

Effective communication is the foundation of any successful business relationship—and this is especially true in the healthcare revenue cycle. When you outsource your billing operations to a medical billing company, you’re entrusting them with a critical part of your financial ecosystem. But even the most experienced companies need direction, input, and feedback to deliver optimal results. Whether you’re praising a job well done or addressing areas that need improvement, providing structured and actionable feedback can make a significant difference in performance. In this guide, we’ll walk you through how to provide feedback to your medical billing company and how doing so helps practices like yours—and firms like Thrive Medical Billing—build stronger, more effective partnerships.

Why Feedback Matters in Medical Billing

In the fast-paced world of healthcare billing, accuracy, compliance, and timeliness are everything. Small communication gaps or missed expectations can lead to major disruptions in your revenue cycle. That’s why feedback isn’t just helpful—it’s essential.

Giving regular feedback allows your medical billing company to:

• Adjust processes to align with your practice’s needs
• Correct recurring errors before they grow into bigger issues
• Improve claim turnaround times and denial rates
• Build a more transparent and collaborative partnership

At Thrive Medical Billing, we actively encourage client feedback because it allows us to fine-tune our approach and maintain a high standard of service that adapts to your evolving practice.

Know What Type of Feedback Is Useful

There’s a big difference between vague criticism and constructive feedback. If you’re trying to improve the performance of your medical billing company, aim for clarity and structure. Useful feedback typically falls into these categories:

• Operational Feedback: Are claims being submitted on time? Are follow-ups being done regularly? Is your A/R being managed efficiently?
• Communication Feedback: Is the billing company responsive? Are reports being delivered as scheduled? Do you feel informed about your claim statuses?
• Compliance Feedback: Are HIPAA and payer-specific rules being followed?
• Technical Feedback: Are there system issues, dashboard problems, or data discrepancies?
• Service Feedback: Are you satisfied with how issues are handled and escalated?

Thrive Medical Billing has built a client-first model that welcomes feedback in all these areas, making it easy for practices to share their thoughts and concerns.

Best Practices for Providing Feedback

1. Schedule Regular Check-Ins

Set up recurring meetings with your medical billing company, whether monthly or quarterly. This allows for a structured discussion about performance metrics, outstanding issues, and service improvements.

At Thrive Medical Billing, we offer scheduled review calls with clients to ensure we’re aligned with your expectations and revenue goals.

2. Use Data to Support Your Feedback

Instead of saying “We’re not happy with the collections,” you could say, “We’ve noticed that collections have dropped by 15% over the last two months. Can we review the reasons together?”

Numbers make your feedback objective and easier to act upon. Many billing companies offer performance dashboards that you can use to gather insights.

Thrive Medical Billing provides real-time analytics and monthly reports that give you everything you need to identify trends and back up your observations.

3. Be Specific and Action-Oriented

Specific feedback is more helpful than general criticism. For example:

• Vague: “Your reports are confusing.”

• Specific: “It would help if your monthly reports included a breakdown of denial reasons by insurance provider.”

The more precise you are, the faster your medical billing company can take corrective steps.

4. Document Your Feedback

Whenever possible, provide feedback in writing—either through email, support tickets, or a shared platform. This creates a paper trail, ensures clarity, and avoids misunderstandings.

At Thrive Medical Billing, all client concerns are tracked in a centralized system with assigned resolution timelines and updates.

5. Balance Criticism With Recognition

Don’t just reach out when things go wrong. Acknowledge what’s going well, too. Positive reinforcement helps motivate your billing team and builds mutual respect.

Something as simple as “Great job resolving those Medicare denials last week” can go a long way.

Tools to Make Feedback Easier

If your medical billing company doesn’t already have systems in place to receive structured feedback, here are some tools you can use:

• Shared Spreadsheets: Create a simple feedback tracker with categories like “Issue,” “Priority,” “Date Submitted,” “Status,” and “Resolution.”
• Client Portals: Some billing companies offer client dashboards with ticketing systems for feedback or support.
• Survey Forms: Use tools like Google Forms to collect team-wide feedback and share it with your billing company.
• Performance Scorecards: Provide monthly feedback based on agreed KPIs like days in A/R, denial rate, and claim turnaround time.

At Thrive Medical Billing, we offer all of these feedback channels so that no client voice ever goes unheard.

Common Areas Where Feedback Makes the Biggest Difference

1. Claim Submission Delays

If your practice notices a slowdown in claim submissions, bring it up immediately. Ask for turnaround time logs and root-cause explanations.

Thrive Medical Billing maintains an average submission window of 24–48 hours from receipt of charge data, and we’re transparent when delays occur.

2. Communication Gaps

If you’re not receiving timely responses to your questions, escalate the issue through a structured process. Make it clear how often you’d like updates and in what format.

3. Denial Trends

Notice an uptick in denials? Your medical billing company should be reviewing these regularly, but your insights can guide deeper investigation. Maybe you’re seeing patterns with a specific payer or CPT code.

Thrive Medical Billing performs monthly denial audits and shares actionable suggestions to reduce them.

4. Credentialing or Authorization Issues

Sometimes feedback reveals gaps outside of claim processing. For example, delays in insurance credentialing or prior authorizations. Alert your billing company and request a workflow update if these tasks are part of their scope.

What to Expect After Giving Feedback

If your feedback is well-received, your medical billing company should:

• Acknowledge it promptly
• Provide a plan of action or clarification
• Set a timeline for improvement
• Follow up with results

At Thrive Medical Billing, we treat feedback as a growth opportunity. Every concern is routed to the appropriate team, resolved within 3–5 business days (or faster), and reviewed during your monthly check-ins.

When Feedback Isn’t Enough

If you’ve given repeated feedback and still see no improvements, it may be time to reevaluate your relationship with the billing company. Warning signs include:

• Ongoing errors with no corrective action
• Poor responsiveness or missed communication
• Lack of transparency or unwillingness to share reports
• Frequent missed deadlines

Your practice deserves a medical billing company that listens and evolves with you. If that’s not happening, a transition might be the right move.

At Thrive Medical Billing, our retention rate is among the highest in the industry because we treat client feedback like a roadmap—not a criticism.

Conclusion

Providing feedback to your medical billing company is not about pointing fingers—it’s about ensuring your practice receives the support and service it deserves. Whether it’s highlighting delays, asking for clearer reports, or simply expressing appreciation, your input can lead to meaningful improvements.

The key is to offer your feedback constructively, consistently, and with clear expectations. And the right partner will welcome it. At Thrive Medical Billing, feedback is how we stay accountable, innovative, and deeply aligned with our clients’ goals.

Want to work with a billing team that actually listens? Choose Thrive Medical Billing, where your voice helps shape our success together.