BACK TALK SYSTEMS, INC. 14998 W. 6th Avenue, Suite E-500 Golden, CO 80904-5025 800/937-3113 800/696-1165 (fax) www.backtalksystems.com Team Tip #47 MONEY MATTERS (part 3) by Susan Hoy Where Do We Begin? While we might think that collecting begins when the patient is ready to check out, we would be mistaken! The collection process begins when the new patient calls the office for the first time. THE INITIAL PHONE CONTACT. You will note that your responsibility is to advise patients that you will expect payment on the day of their first visit. Whether they will be making a co-payment or paying the entire amount, you must let them know that you expect them to pay. The script would go something like this: "Mr. Jones, the charge for an initial visit in our office is $_______, and it is possible that Dr. _______ will require X-rays. We accept cash, check, or credit card." Of course, the next thing the patient will tell you is that he doesn't need X-rays! Just say... "No problem, you and the doctor can discuss that during your consultation. You will not be charged for anything until you decide to be treated! I just wanted to let you know that we do expect payment if you should commit to care." Never, ever, get into a conflict with a potential patient on the phone. Just let him know that the consultation is complimentary and he and the doctor will discuss the options. Your job with collections, however, is to advise the patient that in the event that he is treated, he will be expected to pay on that day. If a patient enters our office without cash, check or credit card, I immediately confront the CA who initially spoke with this patient. In our office, it is mandatory that we tell patients that they will be expected to pay after each visit. On our INITIAL PHONE CONTACT form there is a check-off box entitled, Advised of Payment Terms. It had better be checked off. If you did your job, the patient will bring some means to pay. That's a good start. However, it certainly does not end there. When the patient enters your office and is given forms to fill out, one of those forms should discuss fees, along with other information about your office, i.e. appointment requirements, what to do in case of an emergency, and other pertinent information. The form should contain a signature line indicating that patients have read and accepted the policies of your office. Our OFFICE INFORMATION form begins with this statement: Improving your health will always be our number one priority. Your understanding of, and cooperation with our office policies makes us able to serve you more efficiently and effectively. Thank you for giving us the opportunity to be your partner in health! Our FEE STATEMENT is as follows: Your initial office visit will he more costly than the subsequent visits because it includes a thorough consultation, examination, X-rays (if indicated), and initial treatment. It also includes a comprehensive report of findings on the subsequent visit. Payment is required at the time of service. We accept cash, check, Master Card and Visa. We sincerely thank you for your cooperation. Finally, know what to collect and advise your new patient before the treatment begins. It is advisable to ask for your patients' insurance information during the initial phone contact. "Mr. Jones, if you can give me your insurance information now, I will have our insurance specialist check on your coverage." By all means, his insurance must be checked before the patient is treated. When the initial consultation is completed, the insurance CA will review Mr. Jones' coverage and advise him of what payment will be expected today. Make sure the CA responsible for collecting knows what to collect and, of course, make sure that you advise your doctor of his coverage so that the proper procedures will be followed. Whatever you do, collect from the patient today. If you do not collect, you are setting a precedence that will be difficult to recover from. If, for some reason, the patient has not come prepared to pay, collect something and arrange for payment before the next visit. Often a patient will say he prefers to pay with check and he forgot his checkbook. I ask for a copy of his credit card with the promise that I will destroy it when payment with check is made. On rare occasions, a patient will issue a postdated check for you to hold. The important thing is for the patient to understand that you mean business and it must begin with the first visit. When you have completed all the treatment instructions and have scheduled his ROF, now it is time to collect. Make sure you explain all the charges to the patient before asking him to pay. "Mr. Jones, let me explain today's charges. Your initial visit is $75, your full spine X- rays today are $85, you received a back support for $50, and Dr. _______ asked me not to charge you for your ice pack. (I think it makes the patient feel better when they have been given something from the doctor, however, if you give a service away, the patient will expect it the next time). The total today is $210. Look at the patient and ask, "Will you be paying with cash, check, or credit card?" If you believe in your service and ask for payment with confidence, your new patient will reach into his pocket and pay. Do yourself, your clinic, and your patient a favor, expect to be paid for the wonderful services you offer in your office. REACTIVATION TIP NOW is a perfect time to ask your patients to make a commitment to his/her health. Send a letter to patients who are inactive. Suggestion: "This is a perfect time to set goals and make commitments, and I am sharing mine with you. I have committed to educate and care for my patients both past and present so they can ultimately have a more active, healthier lifestyle. To fulfill that commitment, I would like to invite you to make a commitment too.... " Decide what will entice your patient to recommit to chiropractic care. Some ideas are, nutrition and weight loss seminars, re-examination and update of X-rays, exercise programs, nutritional evaluations, complimentary office visits, spinal exams for children, etc. You may order our new TEAM TRAINING AND PRACTICE MANAGEMENT MANUAL package, from which this article is taken, by calling 800/937-3113 today.