Mend
Mend Engage · Patient payments

Patient payments collected by text,
before the visit starts.

Copays and balances for mental health and substance use organizations, sent in the same thread as the reminder and paid from the patient's phone. Card on file, partial payments, sliding-fee and self-pay balances. No portal. No app. No awkward front desk conversation.

See it in a demo All of Engage →
The patient side

No apps, no portals, no passwords.

  • Tap the link in a text or email.
  • Confirm date of birth. That is the login.
  • See exactly what is owed, why, and from whom, in plain language.
  • Pay in seconds.
Four ways to collect

Four ways to collect, one patient experience.

The patient taps a link, confirms their date of birth, sees what is owed and why, and pays. Which balance, and when, is up to you.

Pre-visit

Collect the copay when the appointment is confirmed, before the patient walks in.

Post-visit

Collect the remaining balance once the claim adjudicates, by text and email.

Partial payments

Patients pay what they can now. The balance stays open and reminders continue.

Automated

With consent, the card on file is charged automatically for balances up to a limit the patient agreed to. No patient action needed.

From balance to paid

One thread to the patient. Payment is just one more tap in it.

  1. 01

    Balance known

    A copay from the schedule, or an outstanding balance from your billing system, attaches to the upcoming visit.

  2. 02

    Sent by text

    The patient gets the amount and a secure link in the same thread as their reminder and intake, in their language.

  3. 03

    Paid from the phone

    A few taps. Card on file if they want it. A partial payment if the balance is large.

  4. 04

    Posted

    The payment lands on the patient record and the visit opens with care, not a conversation about money.

  5. 05

    Kept

    A patient who moves to self-pay or a sliding fee keeps a way to pay that does not depend on the front desk.

Payments run inside Mend Engage alongside reminders, confirmations, intake and screeners. How reminders and confirmations work →

One customer, last 12 months

A behavioral health customer collected $2.25M, more than 80% of it before the visit.

$2.25M
collected across 44,459 payments, averaging $50.67, sized for copays and balances
80%+
of appointment payments collected before the visit
97.4%
of paid balances settled within 30 days of the visit
13,322
cards on file saved by 10,295 payers, making repeat payments one tap
8,673
unique patients billed and collected from through text and email
12.9 days
from appointment to payment for post-visit balances, including claim adjudication
Coverage changes in 2027

When a patient loses Medicaid, the visit should not go to zero.

Medicaid work requirements and six-month renewals begin for most states on January 1, 2027. Some patients will lose coverage on paperwork. A text-to-pay path for a sliding-fee or self-pay balance keeps those patients on the schedule at an amount they can manage, instead of in a collections queue or out of care.

Losing Medicaid Isn't a Discharge →What the early states show →
Questions billing teams ask

Straight answers.

What revenue cycle and front-desk leads ask before turning on patient payments.

How does Mend collect patient payments?

Mend sends the patient a text or email with their copay or balance and a secure link. They pay from their phone in a few taps, with no portal account and no app. The payment posts to the patient record, and your front desk never has to open the visit with a conversation about money.

Do patients need an app, a portal or a password?

No. The patient taps the link in a text or email, confirms their date of birth, and that is the login. They see exactly what is owed, why, and from whom, in plain language, and pay in seconds.

Can patients pay before the appointment?

Yes. Copay and balance collection runs in the same pre-visit thread as confirmations, intake and screeners, so the patient pays while they are already engaged. Revenue is collected before the visit starts instead of after a statement goes out.

Does Mend support card on file and partial payments?

Yes. A patient can keep a card on file for future visits, and a patient can pay part of a larger balance now and the rest later, from their phone. Both reduce the number of balances that age into collections.

What happens when a patient loses Medicaid coverage?

A patient who loses coverage does not stop needing care, and most can pay something. Mend lets you send a sliding-fee or self-pay balance by text and offer a card on file or a partial payment, so a patient who moves from Medicaid to self-pay keeps coming at an amount they can manage instead of dropping off the schedule.

Is this a separate product from Mend Engage?

No. Payments are one function of Mend Engage, the patient-facing automation layer that handles everything between scheduling and the visit: reminders, confirmations, digital intake, consent, screeners, insurance capture and payment. One thread to the patient, one record in your EHR.

Does payment collection work for patients without a smartphone or portal login?

Mend works over plain text messages and email with a secure link, so there is nothing to download and no account to activate. That is why patient adoption with Mend runs above 80% where behavioral health portal adoption sits below 20%.

See what your own collections data says before January.

Schedule a Demo Everything in Engage →

Secure link · no portal · card on file and partial payments