Patient collection scripts can be a very helpful training tool to teach your front-office staff and those involved in patient billing and accounts receivable management on how to communicate effectively.
As high deductible insurance plans continue to grow in popularity, effective communication with patients from the moment they schedule their appointment to the time they pay the final balance of their bill is critical to improving the collection process and cash flow for the practice.
Here are a couple of examples that demonstrate effective communication strategies.
Manage payment expectations from the start
The AR management process begins when the patient first schedules their appointment. The ADA provides us with the following patient collection script that can be used to help set the payment expectation by estimating the balance that may be due.
“According to your insurance benefits, your financial responsibility includes a $10 copay, 10% coinsurance and a $1,000 deductible. Your insurance company indicates that you have met $500 of your annual deductible. Based upon services that will be provided during your appointment, and after combining the $500 remaining deductible, copay and coinsurance amounts, the total amount you will likely owe at the time of service is $310. I will be happy to walk you through the price estimation, if you’d like.”
Whenever possible, be transparent about estimated costs with your patients up front. The more they understand their financial liability, the more likely they will be to meet their obligation.
Avoid open-ended questions
This post from HFMA gives the following example of how your collection script should avoid giving the patient an option to say “No.”
“The wrong way. Avoid open-ended questions that draw a negative patient response. For example, ‘Miss Jones, you have a $50 balance. Can you pay that today?’ Miss Jones is likely to respond ‘No,’ as she needs that $50 to pay another bill.
The right way. Use close-ended questions when asking for a payment. ‘Miss Jones, your balance is $50. Would you be paying with cash or charge today?’
The difference? There is no option to say ‘No.’ You’ve indicated the office is expecting payment today.”
Conclusion
Effective communication with your patients is critical to maintaining positive relationships throughout the billing and collection process.
Train your staff with scripts so that they all know how to deliver a clear and effective message. A consistent communication plan, combined with respect and empathy that puts the patient’s welfare first, is the cornerstone to an improved accounts receivable strategy.
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