Train (and hire) employees to have the right attitude - Patient collections

Problem: Timid front-office workers

The No. 1 mistake medical practices make when it comes to collecting patient balances begins with the hiring process, says Mike Fleischman, vice president and principal with Gates, Moore & Company in Atlanta. "The key is hiring people with the ability to properly collect," he says.

Your front office staff shouldn't be squeamish about reminding patients that copays are due before the visit, or asking patients to pay larger balances such as from deductibles or overdue responsibilities.

"You pay for a movie before entering the theater," Fleischman points out. "You don't eat at Applebee's and then have the waiter mail you a bill."

Solution: Before convincing your patients-customers-that your industry is no different, the people within your practice must understand and believe it, too.

Provide staff with sample scripts and/or talking points on how to collect. For example, instead of asking patients whether they'd like to pay their balance today, train them to ask patients how they'd like to pay, suggests Elizabeth Woodcock, a trainer and author [1] who specializes in medical practice management.

Also consider other collections tools that might be effective for your staff and patients. Woodcock describes a practice where front-office staff hand a printed explanation of benefits (EOB) to patients who express reluctance about paying an outstanding balance. The employees explain that the insurance company already took care of a portion of their bill and urge the patient to call the insurance company with any questions. Then they ask the patient to pay up.

"It really allows the practice to be put in an advocacy position instead of the bad guy," she says.