Successfully Talking With Patients About Money
Setting the Stage: Creating the Environment for Success
Success Skills for Any Situation
- Explaining terminology effectively
- Conveying confidence
- Using personalization to win patients over
- Documenting payment information
Scheduling Patient Visits
Successfully Asking for Payment at Time of Service
- Starting out with the patient’s first visit
- Handling subsequent patient visits
Working with Patients’ Insurance Plans
Successfully Handling Insurance Issues
- When the practice doesn’t participate with the patient’s insurance
- When the patient owes a regular co-pay
- When the patient has a large unmet deductible and co-pay
- When the patient is being treated or receiving an uncovered service
Encouraging Patients to Pay
Successfully Discussing Money with Patients
- When the patient owes a prior balance
- When the patient has no insurance
- When the patient can only pay a portion of amount due
Handling Difficult Patients
Successfully Interacting with Uncooperative Patients
- When the patient becomes angry, hostile or abusive
- Using empathy to gain positive patient responses
- Expressing cooperation and gratitude to patients
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