Accounts Receivable Protocols and Scripts
Prior to calling the patient you should review the file briefly so you know something about the person- the family, children, what treatment was done, what treatment was planned, etc. This will give you a story with the person you will be talking to, thus you’ll be able to have more than just a “routine” conversation. The more alive your communication is with the person, the more successful it will be. Remember… We are in the business of relationships.
“Hello ________. This is ________ from ________. Doctor ________ wanted me to call to see how you are getting along with your ________ (crown, filling, etc.) that was/were done in ________ (May, June, etc.).”
Actively listen.
NEGATIVE RESPONSE: “I know that Dr. ________ does not want you to have any discomfort. How soon can you come in to have Doctor take a look at it at no charge?”
Schedule accordingly. Don’t mention the account balance. After the patient sees the doctor and is satisfied with the treatment, collect the money or make arrangements before the patient leaves the office.
If the patient doesn’t want to schedule an appointment:
–may need to emphasize again this would be at no charge
–may need to offer to see another doctor
–put your best effort forward in encouraging the patient to schedule
“________ will you help me? (Do not wait for an answer). I’m not clear as to why you would want to continue to be in pain?”
–This may prompt the patient to schedule or it may back the patient into a corner. Tone of voice and how you handle the response is extremely important.
If the patient still refuses to schedule (keep a pleasant tone of voice).
“Our 1st priority is to keep our patients satisfied. I’m sorry we have not met your needs. In order to close your account, the balance of $________ needs to be paid within 10 days. Will you be mailing your payment or coming into the office?”
RESPONSE IS:
Mailing: “That’s fine. I will make a note in your account that you are mailing payment to be received by ________.”
Coming into the office: “That’s fine. When can we expect you?” Pause “I will make a note in your account so we can expect you on ________.”
Refuses to pay: “Unfortunately, at this point the only other alternative is to turn your account over to a collection agency.”
POSITIVE RESPONSE: “I’m glad to hear that ________ (reaffirm what patient has said).
“I’ve been reviewing our records and see that we haven’t received your payment. I wanted to make sure you received our phone calls and statements. As a reminder, I’m calling to let you know that we can get you taken care of right now over the phone, that way we won’t have to play phone tag.”
Pause to let the person respond.
- Everything is fine, no problems:
“I’m very glad to hear that everything is fine. So that we can keep your account in good standing, will you be taking care of your $______ balance with cash, check or credit card?”
If response is:
Cash or Check: “And will you be coming by the office or mailing your payment?
Credit Card: “That’s fine. You don’t even need to come into the office; I can take down the information and send you a receipt in the mail.”
Mail: “Then I should receive your payment of $_____ within the next 3 days.”
Coming into office: “Will you be coming by today or tomorrow?” (Pause for a response) “Great________. I look forward to seeing you ________.”
Closing: “I want to thank you for working with me today. Our practice values you as a patient.”
- Forgot/Check is in the mail:
“That’s fine ________. Then I should receive the payment of $________ from you within the next 3 days. So that I can flag your check for the auditor and keep your account in good standing, please give me the number of the check that you will be mailing/have mailed.”
Pause. “That number was ________.”
- Closing: Unexpected Expenses:
“Sounds like you’ve had some unexpected obligations lately. We are interested in working with you. So that we don’t become a financial burden, let’s make a financial arrangement which is acceptable to both of us.”
“Your balance at this time is $________. There are 2 options available.
- To pay $_____ now and the balance in 30 days. (half now, half later) or
- To use your Master Card or Visa.
Which of these is best for you?” (Pause to get a response to #1 or #2.)
Chooses #1:
“That’s fine ________. Let me make a note and review the arrangements.
You will be sending a check today for $________. The balance of $________ will be paid by ________ (within 30 days, 2 equal monthly payments). Is this arrangement comfortable for you?” (Pause for response)
Patient response is:
Yes: “I will make a note in the computer of your promised payment. I look forward to receiving your payment within the next 3 days.
No: “How much is comfortable for you?” Then restate the arrangement.
Closing: “I want to thank you for working with me today. Our practice values you as a patient.”
Chooses #2:
“That’s fine. You don’t even need to come into the office. I can take down the information and send you a receipt in the mail. Are you using Master Card or Visa? What is the account number?”
Closing: “I want to thank you for working with me today. Our practice values you as a patient.
Write the information on a credit card slip. For the signature write, “Phone request”. Process accordingly and mail customer copy to the patient.
Neither is acceptable.
“The other option available to you is Care Credit. Are you familiar with the program?”
Response is:
NO: “Care Credit works very similar to a credit card except it can only be used for dental services. There is a short application to complete, which is processed by Bank One. On your balance of $________, the monthly payments would be $_______. Is this acceptable to you?”
YES: “So that we can get the process started, what time will you be coming by the office today to fill out an application? (Pause) “That’s fine ________ I’m looking forward to seeing you today at _______.”
Have the patient complete the application in the office and wait while it is being processed. If the application is denied, you will need to inform the patient and make arrangements while the patient is in the office. At this point, some discretion and common sense need to be used.
As a rule of thumb, balances under $250 should be paid off in 2-3 months. Other balances need to be paid off with in 6 months.
Payment Agreements
When a patient agrees to pay by a specific date, it is extremely important to follow up on that date. Some people will promise you anything just to get you off the phone or to delay being sent to a collection agency.
By following up on payments not received, the patient knows you are serious about collecting the balance due. You must consistently follow up to have any success with the collection program.
Payment Agreements are to be used for ANY balances that appear on your Private Payment Tracking Log. Any patient that does not pay their co-payment in full, on the day of service should have one set up.
- If it is a case of “pay at time of delivery”, then set up a single payment, with the due date set on their next “cementation” appointment.
- If it is a past due balance, where the patient has already received the work and now “owes” the office a balance and we are making any type of arrangements to pay off this balance, it needs to be set in the form of a payment arrangement within your dental program.
- Or for any reason a patient did not pay their co-payment in full on the day of service, a payment plan will need to be set up with the dates that the account will be paid.
Payment Agreement Follow Up
Payment Agreement Report:
This report will need to be run to check on your outstanding/overdue payment plans. No Payment agreement should be for more than 90 days in office.
Generate Statements
Statements are to be sent out every week if your software can divide up the alphabet or at least month by the 20th of each month. The due date on the statements should be 7 – 10 days from the date you are sending the statements out in the mail. Make sure that your statements have a place for them to pay by credit card if at all possible.
The important things to remember when calling:
- The caller must establish good communication and rapport from the beginning.
- The attitude of caring for the patient must be conveyed.
- The understanding that this is important must be conveyed.
- The willingness to work with the patient to overcome barriers must be present.
Once the real reason is found, an agreement should be made to settle the account balance so it is a win / win for both the patient and the practice