CLINICAL CORNER

By Christina Grimesey, Senior Consultant

Collecting Co-Pay and Patient Balances at the Front Desk

 

The top factors in patient satisfaction starts with the front office staff and ends with the care the patients feel they received from the physician. Greeting patients in a friendly manner and making them feel as if they are the most important person can be challenging. Add asking for money, the phone ringing, clinical staff interrupting, and a line of patients that still need to be serviced and you have a combination that can frustrate you and the patient.

Collecting co-pays and patient balances is a critical role for the front office staff. While the economy seems to be recovering, there are many people in our area that are still out of work or have taken a reduction to their income to stay employed and are worried about paying their monthly bills let alone their medical balances and co-pays.

 

Collecting starts at the time the patient makes their appointment. You must remind them to bring their insurance card and co-pay. If you know their balance or co-pay amount, giving the patient this information amount will increase the likelihood that they will bring the correct amount with them.

 

Some questions that can assist you in collecting money from the patients are:

 

“How would you like to pay for your co-pay today?”

“We can take your charge card or post dated check.”

“Here’s a statement and an envelope for your convenience”

 

Asking a patient “if” they would like to pay will give them a way of postponing their payment. If a patient needs to set up payments or wants to request financial hardship paperwork, follow your office procedures and put them in touch with the correct person prior to them leaving the office. It is recommended that you do not have the patient call after they leave, as they generally will not call until billing sends them a statement.