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Issue 12 - September 2003 Painless payments It seems simple: You perform a service, and you get paid for that service. However, because something should work properly doesn’t mean it will. Case in point: Treating patients and expecting 100 percent collections. Fortunately, most patients pay for the care they receive. But in some cases, payment for services rendered does not come easily. Patients may not pay because they want to send a message that they are displeased with your care or service or that your fees are too high. Or, they may have forgotton to pay a bill. Whatever the reason, you can avoid most potential problems by more effective communication between you, your staff and your patient. Begin that communication when a person becomes your patient: • Review your fee schedule. At the time of a patient’s first appointment, you or your CA should go over the fee policy and schedule. • Post your policy. Put a sign on your front desk that says, “Payment expected at time of service.” Collecting payments or co-payments at the time that services are rendered is often all that is required to avoid future payment challenges. • Make paying convenient. Your office should gladly accept cash, checks or credit cards. By accepting all forms of payment, you eliminate most excuses for not paying at the time of service. • Provide an SASE if you bill. If a patient does not have a method of payment on hand, provide a self-addressed, stamped envelope so the payment is convenient to mail. • Train your collection employee to see cues. A patient’s tone of voice and demeanor, such as a reluctance to discuss payment arrangements, could indicate a problem. Your employees need to be alert to these possible cues, so the information can be passed along to you.
When all else fails Fees usually can be collected by a staff member who, if skilled and well trained, can do the job without making anyone uncomfortable. If poor debt-collection practices are utilized, however, the result can be negative feelings between doctor and patient. With that in mind, here are some ideas to consider when attempting to collect payment. • Protect the patient’s privacy. The fact that he or she is behind on payments should never — especially in light of new HIPAA regulations — be shared with anyone else inside or outside the office. • Consider if legal action is right. Legal action may not be in your best interests, especially if the amount is small. • Think outside the collection box. Some successful doctors suggest that collections should never be undertaken. Rather, they use a novel approach, such as a “Christmas in July” debt-forgiveness letter, which informs patients that their debts are forgiven, and that future payments will be expected at the time services are rendered. Surprisingly, patients often pay up. • Do not forgive debt if you are notified of a lawsuit. Forgiveness of debt can be a powerful and positive rapport-builder. However, forgiveness of an amount owed may take on an entirely different meaning if a lawsuit has been filed. Plaintiff’s attorneys will argue that forgiveness indicates some degree of guilt on your part. Forgiveness can be used as an argument to persuade a jury of intentions that may or may not reflect reality. Relationships are key to the continued growth and referrals for your practice. If you treat your patients with the utmost respect, you may end up receiving what is owed to you. The success rate is tied to the way you and your employees conduct yourselves with regard to a sensitive issue. Ultimately, collections are best addressed by not permitting them to begin. Sharon Houchin is marketing communications manager for NCMIC Group, Inc., which provides malpractice protection for more than 50 percent of the chiropractic profession and offers an array of diversified financial services. For more information, call 1-800-769-2000, ext. 349. The accompanying text is offered solely for general information and educational purposes. It is not offered as, nor does it constitute, legal advice or opinion. You should not act or rely upon this information without seeking the advice of an attorney. |
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