Improvement

SAMPLE CASH-AT-TIME-OF-SERVICE SCRIPTS

ASKING FOR PAYMENT:

“Your copayment for today’s visit is $10, and you can pay that today by cash, check, credit or debit card.”

This straightforward statement makes it difficult for the patient to respond any other way than how s/he will pay!

“The fee for today’s services is $200 .As we explained, we do not participate with your insurance carrier. You can handle payment by cash, check, credit or debit card.”

State the full amount of the visit and acknowledge the fact that you know the patient was informed previously that his/her insurance was not accepted.

PHRASES TO USE WHEN THE PATIENT PRESENTS OBSTACLES:

Patient can’t pay (for various reasons).

Don’t say: “I want you to…”; “We require…”; “Our policy states…”

Do say: “Here is an envelope for you to mail your payment within three days.”

“May I suggest payment by credit card, or do you have an ATM card?”

“There is a convenient ATM machine around the corner.”

“Okay, let’s see, today is Tuesday. How much time will you need on the $200?”

Patient: Bill me.

“I wish we could, but we need you to pay today.”

“Your copayment is due at time of visit. This was explained in your insurance information, and your insurance requires us to collect the copay each time you see the doctor.”

Note: If you’re collecting payment prior to the visit and the patient refuses to pay, determine if your physicians want the patient to be rescheduled. This will obviously depend on the specialty of your practice and the reason for the patient visit. If appropriate, state: “You can pay today with check or credit/debit card, or we can reschedule your visit.”

Patient: Bill my insurance company.

“We will be happy to submit a claim to your insurance company for you. But the practice expects all patients to pay for services at the time they are provided if we do not participate in your insurance plan.”

Patient: This policy doesn’t make any sense.

“I’m sorry you feel that way. The policy is to clear up any questions that may come up about what your financial responsibility is.”

“I’ll be happy to have my supervisor discuss it with you; however, I still need you to pay your copayment (or fee).’

Physicians or other professionals request a waiver or discount.

“Our physicians adopted a policy that does not allow me to waive or discount your copayment. Here is a copy for you to review. How will you be paying today?” or “I am unable to waive or discount the payment; I’ll be happy to refer you to my supervisor. Here is a copy of the policy adopted by our physicians.”