decisionhealth Newsletters, Part B News - 2015 Issue 3 (March)
Use well-trained staff to up collections from self-pay, high-deductible patients
Subscribe or sign in to view the full article.
Article Overview
This practice-management article explains how medical offices can improve collection of out-of-pocket balances from self-pay patients and patients with high deductibles. It focuses on staff training from scheduling through check-in, payment expectations, reminder calls, insurance verification, financial policies, and the operational and legal considerations involved when patients are unable or unwilling to pay. The content is aimed at billing, front-desk, and practice-management personnel who want to better understand collection workflows and patient communication around financial responsibility.
Why This Topic Matters
Timely collection of patient balances affects practice cash flow, administrative workload, and the consistency of financial policies. The article also highlights the importance of balancing collection efforts with patient access and legal considerations.
Article Sections
-
Collection expectations begin at scheduling
Introduces how practices can set payment expectations when appointments are first made. Covers staff preparation, account alerts, and early communication with self-pay patients.
-
Use appointment reminders to reinforce payment policies
Describes how reminder contacts can be used to confirm payment expectations and verify coverage status. Also discusses communication about outstanding balances and patients with remaining financial responsibility.
-
When patients can’t pay
Addresses practice options when patients are unwilling or unable to commit to payment. Summarizes general legal and administrative considerations for new and established patients.
-
When the patient arrives at the practice
Explains the importance of staff readiness at check-in and the role of prior training. Notes that the amount owed may be clearer at different points depending on patient status and visit circumstances.
What You Will Learn
- How practices can organize payment collection efforts across the scheduling and visit workflow
- Why staff training and scripted communication matter for self-pay and high-deductible patients
- How reminder calls and insurance verification support collection efforts
- What broad considerations arise when a patient cannot or will not pay
- How financial policies fit into practice onboarding and payment expectations
Who Should Read This
- Medical practice managers
- Front-desk staff
- Billing staff
- Patient account representatives
- Physician owners and administrators
Subscribe or sign in to view the full article.
Quick, Current, Complete - www.findacode.com