Insurance & Billing Bot Template

The conversation, step by step

These are the messages and questions in the template as it comes. Words in brackets are filled in from your business details or from the visitor's earlier answers. A visitor sees only the steps that match the buttons they choose, and you can change any wording, add steps or remove them in the flow builder.

1. I can help with insurance and billing questions at [Practice Name].
2. What do you need help with?
   • Do you accept my insurance?
   • Make a payment
   • Request itemized bill
   • Payment plans
   • Speak to billing department
3. We accept most major insurance plans, including: [Accepted Insurance Plans (comma-separated)] Don't see yours listed? We may still accept it.
4. Which insurance company is your plan with? Just the company name, please. Our office will take your plan details when you schedule. The visitor types a reply.
5. We'll verify your [visitor's patient insurance] coverage when you schedule. For specific coverage questions, please call us at [Office Phone].
6. Would you like to schedule an appointment?
   • Yes, schedule now
   • No, thanks
7. You can make a payment in the following ways: Online: [Online Payment Portal URL] By Phone: Call [Office Phone] In Person: At our front desk during office hours
8. To request an itemized bill, please give us your name and phone number. Please do not include your date of birth, account number or any health details here. Our billing team will confirm those with you by phone.
9. What is your full name? The visitor types a reply.
10. The visitor is saved as a lead, tagged:
    • billing_request
    • itemized_bill
11. What is the best phone number to reach you? The visitor types a phone number.
12. Thank you. Our billing department will call you to confirm your details, then mail your itemized statement. Call [Office Phone] with any questions.
13. We offer flexible payment plans for balances over $200. Please call our billing department at [Office Phone] to discuss options and set up a plan that works for you.
14. Our billing department is available Monday - Friday during office hours. Call: [Office Phone] Please have your account number or date of birth ready when you call.
15. Book your appointment here: [Online Booking Link]
16. Thank you for contacting [Practice Name] billing. Have a great day!

What you get with each lead

Every lead this template collects appears in your Alma leads inbox with the answers the visitor gave and these tags, so you can sort and follow up: billing_request, itemized_bill. Alma emails you when a new lead arrives. On the Growth plan and up you can also send leads to other software through Zapier, and the Agency plan adds webhooks.

Questions your flow does not cover

A template answers the paths it was built for. To answer other questions in the visitor's own words, add AI answering for $25 a month: it replies from business information you provide as text, which the Alma team loads into your bot. The article on how a knowledge base chatbot works explains what to write.

For more on using a chatbot in this kind of business, see our page on chatbots for healthcare practices.

More healthcare & medical templates

• Medical Practice Welcome BotDirect patients to appointments, office info, or the patient portal, and send refill and health questions to the office by phone.
• Appointment Scheduling BotTake appointment requests with the visit type, a preferred time, and the patient's name and contact details.
• New Patient Request BotTake a first-visit request: visit type, preferred time, whether insurance will be used, name and contact details. Registration forms stay with the practice.
• Refill Callback BotTake a callback request about a refill: name, best time to call and phone number. The office takes the details by phone.
• Office Hours & Location BotShare practice hours, location, providers, and contact information.
• Care Options BotRoute patients to the right type of visit with buttons, show the emergency line, and take a visit request.