New Text Message Option Makes Billing Easier

Beginning Thursday, Oct. 15, we’re adding another convenient way for patients to receive information about their Carilion accounts.

Patients who opt in to text messages can receive billing-related notifications, including balance updates, billing letters, notices when an estimate is ready, financial assistance updates, payment confirmations, payment reminders, and statements. 

Making Billing Information Easier to Access

Billing texts give patients an easy way to stay informed about their accounts and take action when needed. 

The new capability is part of our broader effort to expand digital self-service and make better use of the tools available through Epic. Patients increasingly expect to use text messages and digital tools to manage their health.

Text-to-pay itself is not new to Carilion. We offered a similar option through the Carilion Bill Pay platform we used in the past, before we moved to Epic billing. 

What Patients Can Expect

Patients who have opted in for other text messages from Carilion will receive billing-related texts by default.

Patients can opt in or opt out of billing text messages by updating their communication preferences in MyChart. Once they opt in, they will receive billing communications on the same device they already use for other Carilion interactions. 

Patients can also opt out of text messaging by replying Stop when they receive a text message. However, this will opt them out of all text messages from MyChart, including appointment reminders. 

For More Information

Download the FAQ/Talking Points document for staff below.

If your role includes helping patients manage communication preferences as part of the registration or scheduling process, review the Epic job aid Opting a mobile number in or out of billing notifications. It's available to download below or by entering F1 in Epic.