Communicate your expectations to patients - Patient collections

Problem: Many practice employees wrongly believe your financial policy must be an extensive, wordy document detailing every possible financial scenario.

Solution: Use a simple matrix (click on image to the right for a larger view) to clearly illustrate each party's responsibilities, suggests Mary Pat Whaley, a Roanoke Rapids, N.C.-based practice administrator and blogger who specializes in revenue cycle management and improvement. 

Note: Notice how each column header in the sample below emphasizes the role of patients and your practice, rather than who pays what. Clarifying the services you provide eliminates confusion and contributes to a positive view of your customer service, Whaley says.