June 23, 2025
Turning Chargebacks Into Strategic Wins: A Smarter Way to Manage Patient Payment Disputes
Product Spotlight: Chargeback Portal
Healthcare organizations are well versed in navigating the often frustrating and fragmented process of collecting patient payments. Navigating the complexities of insurance providers, Medicare, Medicaid, and the ever-evolving rules of credit cards and merchant service providers makes healthcare payment processing overwhelming and disorganized.
In an ideal world, the provider sends the bill, the patient receives it and promptly makes a payment. In reality, unclear billing and errors often cause patients to question and, in some cases, dispute medical charges.
Why Do Chargebacks Happen in Healthcare?
Several scenarios can trigger disputed charges, or healthcare chargebacks:
- Patients receive complex bills with multiple line items, provider groups, and insurance adjustments, making it difficult to understand what the patient owes.
- Unexpected charges not covered by insurance can catch patients off guard, leading to confusion.
- Billing errors, such as charges for services not received.
- Unrecognizable descriptors on card statements can cause confusion if the business name is not recognizable.
Even organizations with low chargeback rates, just 0.5% to 1% of patient transactions (which is below the high-risk threshold set by merchant processors) can face significant financial consequences. High-volume providers may see hundreds of disputes annually.
Beyond the lost revenue, chargebacks come with additional costs:
- Accrued fees per dispute
- Staff time spent managing disputes
- Patient dissatisfaction, which can lead to lost revenue
Without a centralized system, staff are left to manually manage chargebacks. This includes managing disputes from multiple merchant processors, sending and receiving emails, and gathering supporting documents.
There is a better way.
A Centralized Chargeback Management Solution
RevSpring’s Loyale Merchant Service customers can now take advantage of the new Chargeback Portal, which transforms how healthcare
organizations manage disputes. The portal offers a fast, easy, and centralized way to manage all chargeback disputes directly through PersonaPay™—RevSpring’s self-service patient payment portal that personalizes the payment experience for each individual.
With the Chargeback Portal, customers can:
- Track, monitor, and respond to chargeback inquiries
- Streamline resolution timelines
- Eliminate scattered emails and manual document uploads
Turn Chargebacks Into Operational Insight
The Chargeback Portal saves valuable time by consolidating all dispute activity into one place, enabling staff to quickly review statuses and respond to inquiries. With access to real-time reporting and visual dashboards, healthcare leaders gain clear visibility into chargeback trends across all departments, locations, and payment channels. This visibility empowers them to make informed, strategic decisions, transforming what was once a reactive financial loss into a proactive operational strategy.
RevSpring Closes the Loop on Healthcare Payment Processing
With competitive merchant processing rates, point-to-point encrypted devices, rapid funding, and easy access to reconciliation data, RevSpring delivers a secure, reliable, and cost-effective way to manage patient payments—so you can focus on care, not collections.
