Wednesday, August 6, 2008
Starting Upfront Over the Counter Collections
If you previously HAVEN'T collected up front from patients for visits, how do you START w/out negative
feelings? Would a bulk newsletter or personal letter to all patients be efficient rather than a new "notification"
when they arrive at the office unprepared?
2:25 pm edt
First of all, it has to be done very carefully and with great
empathy for the patient's feelings. Usually I would start by saying, "Tom, we have decided that in order to
keep you from waiting after your visit to pay, we can do it when you first come in the door while you are waiting to see the
doctor. Cuts down on the time you have to spend in the office." Always make it about the patient's needs.
I would handle it personally, but give the patient some time to adjust to a new policy. You may lose some patients,
but not usually. Make sure each patient is told in advance and not expected to pay the first time they get to the
office. Those are not good surprises. Mark on their travel card in some way that they have been told.
You have taken great care in building a relationship with each patient. Treat them with care.