Asking for and collecting money from patients is among the most difficult aspects of practice management, and the current economic downturn makes this task even more challenging.
It’s inevitable for practices to come across patients with insurance payment problems every now and again. These can range from patients simply being confused about why they have to co-pay or don’t understand their explanation of benefits statement; to irate patients who refuse to pay or withhold payment that was mistakenly sent to them by their insurance company.
When these situations arise, it’s important for your staff to know how to handle them properly as their actions or inaction can affect how the entire practice will be viewed. They also directly affect how efficiently your practice will get paid and consequently, your bottom line.
The way your office staff handles payment problems with patients reflects on your entire practice, and the outcome can have a significant effect on your staff’s satisfaction and your bottom line.
Here are a few tips for helping your staff manage difficult situations.
How should you deal with patients in these types of situations?
- In these instances patients are not only sick, they may feel insecure, frustrated and fearful which shows outwardly as anger directed towards staff. Make sure your staff are well aware of this and that they should not take these kinds of reactions personally. They must remain calm, cordial and professional; assuring the patient that they will do everything they can to resolve the matter.
- When patients become irate, chances are they just need to blow off some steam before they can discuss things reasonably. Train your staff to listen to patients first and never interject while the patient is talking, as this can only make the patient more aggravated. Only after the patient has calmed down should staff start assuring the patient of a resolution, and providing the information that the patient needs.
- If the patient is out-of-network and may therefore have to shoulder most of the bill, make sure your staff are able to clearly explain to the patient your policies regarding out-of-network patient payments.
- Insurance payment problems can be resolved easily as long as you know the right way of handling them. You can also make it easier on yourself and your staff by partnering with a reliable billing company like WWS Medical Billing.
When patients don’t want to make their co-pays
Many patients do not understand that their insurance company’s reimbursement does not cover the full cost of care. Next time a patient says he doesn’t think he should have to pay you (“My insurance company pays you. Why do I have to pay too?”), it might help for you or your staff member to explain.
For example: The insurance company allows $42 for the service (despite the fact that your full fee is $50) and pays you $32 because the patient’s health insurance contract says he owes$10 co-pay at each visit.
Your staff must make it clear to patients who refuse to make their co-payments that they are actually in violation of their contract with their insurance company. Pointing this out may help patients better understand your role in the process.
At Wonder Worth Solutions, we employ the latest technology and proven methodologies to provide our clients with an impeccable medical billing service.
When patients say they can’t pay
Now that your staff has made it clear why the patient is responsible for paying, how can you help them collect from patients who say they can’t pay?
Your staff may want to ask patients who chronically resist paying at the time of service for their co-pay before you treat them. If they have left their means of payment in their car, this will give them time to get it.
Another good idea is to make sure your practice accepts credit cards. Credit cards have proven to be an important tool for collecting patient payments. Most patients have them, and they don’t have to be present to use them.
For example: When a patient forgets to bring his wallet, checkbook and credit card to the visit, he can simply call you from home with a credit card number. It’s convenient for the patient, and it benefits the practice.
With our help, your practice can achieve greater levels of efficiency and maximize your revenue. Know more about our services. Give us a call today at +1(302) 613-1356.