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10 collection tactics for your high-deductible patients
Lucien W. Roberts
Logan Lutton
Associate Editor, Medical Economics and Physician's Practice
High-deductible health plans are on the rise. Here are 10 methods to ensure your practice collects from patients with these plans.
Every practice should have a financial policy and every patient should sign it.This document is in essence a contract.In signing it, the patient agrees to your follow your rules regarding payment.Fees for no-shows, copays, deductibles, the forms of payment you accept: all should be included.
Most clearinghouses permit real-time and batch eligibility processing.It is important to know in advance whether you should collect more than just a copay.
This step is critical.We are retraining patients who have been educated by all of us to only bring a copay to every visit.For patients with existing balances or whose services will drop straight to their deductible, we must let them know before the service how much they must pay.
For patients who have a history of 'forgetting' co-pays or are frequent no-shows, offer the option of either pre-paying a nominal non-refundable deposit or rescheduling their appointment until they are ready to pre-pay.Patients adjust to this policy, and our late-cancel and no-show rates have declined.
Many practices collect a flat amount in advance of procedures when it is unclear how much the patient will owe.After the claim has been adjudicated, either bill the patient the balance or issue a patient refund.
Permit patients to pay by cash, check, money order, credit card, and PayPal.Most practices do, but there are a few outliers.
With appropriate safeguards, practices can keep patients credit cards on file and charge them for patient balances as long as the patient has given you written permission to do so.You do not want the liability of keeping their credit card information onsite, so use a certified and secure third party to retain the information.
It's hard for most patients to come up with $1,000 on the spot.Offer patients a chance to pay large balances over several months.We do not charge interest, but you have every right to do so.
Saving your patients money on their prescriptions is a nice thing to do.And as an added benefit, they may have enough money to pay your practice.
Patient collections are much more than collecting $10 copays: those days are long gone.Patients are paying a greater percentage of what you get paid and will be paying an ever-higher percentage in the years to come.Smart and consistent patient collections tactics must be a part of every practice's financial strategy.
Though the rate of healthcare spending may have slowed, the share absorbed by patients has done the opposite.Here are a few basics for improving your patient collections.