Billing questions that show where patients get lost in the bill
Ask patients whether they understood the bill, what insurance covered and how easy it was to pay. Each question below comes with when to ask it and what the answer tells you.
What medical billing survey questions tell you
Medical billing survey questions ask patients about the part of care that arrives after the visit: whether the bill made sense, whether anyone mentioned the cost beforehand, what insurance covered and how easy it was to pay. A confusing bill turns into calls to your billing office and late payments, and it colors how patients remember a visit that otherwise went well.
Ask a few days after the statement reaches the patient, once they have read it and tried to pay. Send the survey by email from your billing contact list or print its QR code on the statement, and pick four or five questions. Ask about the bill itself and never the care it covers: Usertick doesn't sign business associate agreements, so ask patients to leave out treatment names, codes and account numbers.
Each written answer is read as it arrives and given a category, a type such as question or complaint, a sentiment and an urgency. In the inbox, each response gets an owner and a status, so an open billing question lands with the billing team and stays open until someone answers it.
- Questions
- 13
- Best asked
- A few days after the bill arrives
- Industry
- Healthcare
- Where to find them
- From library in the Usertick survey editor, on every plan
The 13 billing and insurance questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Understanding the bill
Start with whether the bill made sense, then find out which part confused patients and what is still unanswered.
- 01Yes / No
Did you understand your bill?
A plain yes or no on the whole bill. Put it first; Results shows the share that said yes, and selecting No filters the page to the patients who found it hard to follow.
- 02Stars
How clear was the bill?
A star rating for how clear the bill was. Results shows the average and the share who rated 4 or higher, which you can compare before and after a new statement layout.
- 05Multiple choice
What was confusing?
The one part that confused the patient most, with Nothing for those who followed it all. Results shows each share in a donut; change it to allow several answers if patients often pick more than one.
- 06Text
Which question about the bill is still open?
An open question for anything still unanswered. Give each answer an owner in the inbox, and add a placeholder asking patients to leave out account numbers and treatment names.
Cost and insurance
These questions show whether the amount came as a surprise and how insurance shaped it, which an estimate upfront can fix.
- 04Yes / No
Were you told the cost before treatment?
Asks whether anyone gave a cost before treatment. Read the No answers with the fairness score to see how much of the frustration comes from surprise.
- 09Yes / No
Did insurance cover what you expected?
A yes or no on insurance cover. A No here needs someone to walk through what the plan covered, so pass these answers to whoever handles insurance questions.
- 11Ruler
How many days did the insurance claim take?
How many days the claim took, on a ruler up to 90. Results shows the median and the middle half, a fair number even when a few claims take months.
- 07Big scale
How fair did the amount feel?
How fair the amount felt, from 1 to 10. Results shows the average and a column per step; read the low scores with the cost and insurance questions to find the cause.
Paying the bill
Ask how patients paid and how it felt, so you know which payment channels to improve or keep staffed.
- 03Customer effort
How easy was it to pay?
A customer effort score for paying, on a 7 point scale. Read it with the payment method question to see whether paying online or by phone is the harder road.
- 08Dropdown
How did you pay your bill?
How the patient paid, including Insurance covered it all. Results shows each share in a donut, which tells you which payment channels to keep staffed.
- 12Emoji
How did dealing with the bill feel?
How dealing with the bill felt, on a row of faces. Read it with the open question to see whether the stress came from the amount or from the paperwork.
What would help
Ask what patients want changed before you redesign the statement, and think twice before asking for a copy of the bill.
- 10Multiple choice
What would help with medical bills?
Lets patients tick every change that would help, from an estimate upfront to a person to call. Results shows a bar per option, which helps you decide what to fix first.
- 13File upload
Upload the bill you have a question about
A copy of the bill attached to the answer. Bills can show treatment codes and account numbers, so leave this question out and invite patients to call your billing office instead. File upload is on every plan, 1 per survey on Free.
Tips for asking about billing and insurance
Small choices that get honest, useful answers.
- 01
Ask once the bill has been read
Send the survey a few days after the statement goes out. Asked on the day of the visit, these questions have no answer yet.
- 02
Keep treatment and account details out
Usertick doesn't sign business associate agreements, so ask about the bill and never the care behind it. Add a line to the open question asking patients to leave out treatment names, codes and account numbers.
- 03
Answer open questions before the due date
Give every open billing question an owner in the inbox, and contact the patient before the payment is due.
- 04
Test a new statement
Ask the clarity questions before and after you change the statement layout, and compare the two periods in Results.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about billing and insurance
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
A few days after the statement reaches the patient. Usertick sends to a contact list now or on a date up to 30 days ahead, so schedule each send for a few days after a billing run.
Yes. Print the survey's QR code on a paper statement or add its link to an emailed one, and patients answer on the hosted page.
Four or five: whether the bill made sense, what confused the patient, how easy it was to pay and an open question.
File upload is on every plan, 1 per survey on Free, but bills carry treatment codes and account numbers, and Usertick doesn't sign business associate agreements. Ask patients to call your billing office with the bill instead.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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