Case Study: Counsyl (health tech DNA screening company) achieves a 20% increase in patient payments and automates HIPAA-compliant billing with Lob

How Counsyl uses Lob

Counsyl, a health tech company offering DNA screenings, was invoicing roughly 17,000 patients per month and struggled with a manual, unwieldy process for creating HIPAA-compliant bills split between insurers and individuals. Patient confusion about financial responsibility depressed payment rates and generated excessive follow-up work, so Counsyl turned to Lob for a more reliable billing solution.

Lob automated Counsyl’s billing with its API and mail automation, sending HIPAA-compliant invoices and follow-ups printed with clear payment instructions and a perforated, pre-addressed return slip to simplify payment. As a result, Lob’s solution produced a 20% increase in patient payments, drastically reduced customer service inquiries, and eliminated much of the wasted staff time.

Counsyl