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Why this matters. Invoice chasing is the most expensive low-value work your reception team does — calling, leaving voicemails, sending follow-up emails, all to recover money already owed. Robyn does it for SMS-cost-per-touch, with one-click payment links built in, and zero awkwardness for your team.

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How it works

Robyn watches your PMS for invoices that go past their due date. When an invoice ages past your configured threshold (default: 7 days), Robyn starts a chase sequence:
  • Touch 1 (SMS) — friendly reminder with one-click pay link
  • Touch 2 (email) — formal follow-up with invoice attached
  • Touch 3 (call) — voice call from Robyn or escalation to your team
Sequence stops the moment payment lands (Routiq watches your payment provider for the receipt). Patient marked as opted-out → sequence stops immediately.

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How Robyn handles invoice chases

Polite, not nagging

Tone calibrated to recover the payment without damaging the relationship. “Just a heads up” not “PAY NOW”.

One-click pay

Patient gets a unique link in the SMS / email. Card details entered once, payment lands, invoice marked paid in your PMS.

Stops on payment

Routiq detects the payment hitting your provider (Stripe, Square, Tyro, or PMS-native) and ends the sequence within minutes.

Escalates on dispute

Patient replies with a complaint or dispute → Robyn doesn’t argue. Escalates straight to your billing contact.

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What your patient sees

Robyn (SMS, 7 days post-invoice): Hi Sarah, just a friendly nudge — invoice #1234 from your visit on 28 April ($120) is still showing as unpaid. You can settle in 30 seconds here: routiq.ai/pay/abc123 If you’ve already paid or there’s an issue, just reply and I’ll sort it.

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Setup

1

Connect a payment provider

Required for the one-click pay link to work. Settings → Payments → connect Stripe, Square, Tyro, or your PMS-native payment system.Note: this depends on Appointment Payments being enabled, which is shipping May 2026. Until then, invoice chases include a “call us to pay” line instead of a one-click link.
2

Create a chase instance

Outbound → Create Automatic Instance → Invoice Chasing.
3

Configure the trigger

  • Aging threshold — start chasing N days after invoice due date (default: 7)
  • Min invoice value — don’t chase invoices under X(default:X (default: 20 — sub-$20 chases cost more in messaging than they recover)
  • Exclude appointment types — e.g. “skip Medicare-bulk-billed invoices, those reconcile separately”
4

Configure the cadence

Default sequence:
  • Day +7 SMS — friendly nudge with pay link
  • Day +14 Email — formal reminder with PDF invoice attached
  • Day +21 Call — Robyn calls; if no answer, escalate to billing contact
Each touch can be enabled/disabled, retimed, or rephrased per template.
5

Set the escalation rule

What happens if the patient doesn’t pay after the full sequence:
  • Email billing contact for manual collection
  • Mark in PMS as ‘overdue — manual collection’
  • Optional: trigger a final formal letter for amounts over $N
6

Activate

Toggle to Active. Existing past-due invoices enter the sequence at the appropriate stage; new ones start at touch 1 once they age past threshold.

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Common questions

Robyn checks payment-provider history. If a payment is found and matches, the invoice is marked paid in your PMS. If not, Robyn asks for a reference / receipt and escalates to your team.
Yes — chasing is invoice-driven, not relationship-driven. If you don’t want to chase past-patient invoices, exclude them via patient filter (e.g. “Patient status = active only”).
If the invoice is awaiting an insurance rebate (Medicare, private health, ACC), Routiq detects the rebate-pending status from your PMS and skips the chase. Once the rebate is processed and a balance remains, the chase starts on the residual.
Yes — flag the patient as “do not chase” in the dashboard, or use a custom segment to exclude them.
Varies by clinic, but our reference data shows 60-80% of overdue invoices recovered within 21 days when the SMS-then-email cadence is enabled — vs ~30% via manual chasing alone.

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Next

Appointment payments

Take payment at booking — eliminates a third of invoice chases by collecting upfront.

Analytics

See total recovered via chase vs. cost per touch.