Patient-friendly billing can increase cash flow without increasing costs. Inadequate communication can balloon A/R. Get your unpaid patient portion. Capline Services is your dedicated partner to make the collection easy.
The entire process comes to a halt if patient fight to understand their bills. On the contrary, a patient-friendly billing application reduces rework. Otherwise, the staff is busy clarifying the EOBs. Scepticism surrounding the insurance terminology, CPT codes, or unexpected charges leads to delinquent payments. It also delays the necessary treatments and extended follow-up calls with the patients.
This rework can be minimized by how effectively the team responds to patients about costs and coverage. Here are five strategies by Capline Dental Services to manage billing conversations with confidence.
1. Setting Expectations about Cost before Care
- When patients are unclear about costs, they often unnecessarily extend payments. The dental practitioner should share the estimate with the patients, including the procedure and total charges.
- Asserting needs helps with expected insurance payments and the patient's financial responsibility. Also, email the document for reference. Statements like out-of-pocket expense $60, remaining $160 due once the insurance responds within 20 days. It removes the guesswork.
- Discuss the best payment mode for the patient, such as card-on-file, text-to-pay, or a financing plan. It prioritizes security and expedites payment.
- A common language simplifies things, such as the covered services, which include two cleanings per year, or that the cost of a crown treatment, extending the limit, is your responsibility. A dental practice being transparent about finances and insurance terms builds trust and improves case acceptance.
2. Patient-friendly Billing Options for Quick Payments
- The convenient payment process results in high collections. Payment balances under $500 can be paid through secure links via SMS to pay from any device.
- For huge payments, the practice offers financing options through third parties by creating an in-house installment schedule.
- Choosing a preferred method is unique. Some would go for a one-time payment, while others prefer monthly payments. They should have payment options to choose from to meet their financial needs.
- The payment options should comply with PCI standards and be accessible to patients with different needs. The cloud-based platforms support various secure card storage functions while remaining user-friendly.
3. Patient-friendly Billing Language
- Complex language creates billing errors. EOB and UCR are jargon that makes it difficult for patients to understand their dental statement, leading to delayed payments and increased calls at the reception.
- Simple language with technical terms does not make them feel insecure.
For instance:
- EOB- insurance statement,
- UCR- standard fee,
- CPT codes- dental procedure codes clarify the statement.
To remove confusion about costs, create a layout of the insurance amount and what the patient pays. A welcoming email with a contact number ensures that they know where they can turn in need.
Jargon is convenient but creates complications for patients. Instead, be specific and clear in language. D2740, a porcelain crown, costing $1200. Ins Adj $300, meaning insurance adjustment, Pat Resp TBD means patient responsibility to be determined post EOB, which refers to after the explanation of benefits. Well-informed patients feel more in control when they understand their financial details.
4. Patient-friendly billing Reminders
Proactive dental payment reminders reduce the unclaimed revenue. Capline Dental specialists make relevant communication through automation. The messages should be on their preferred channel of communication, along with the necessary details. Skip generic details and focus on information that requires prompt action.
For instance: Hi XXX, a gentle reminder for the upcoming appointment tomorrow at 5:00 PM. The balance due is $50. Use the secure link to pay now or during your visit.
Reminders have to go in a repeatable schedule:
- Two days before the visit
- The very day of the visit
- A week after insurance processes for the due balance, if applicable.
An interactive platform that allows patients to communicate, confirm the appointment, or look for some assistance. There is a reduced need for staff to chase invoices. Document the details in case of discrepancies. It is likely that with consistent and easy-to-respond-to reminders, the patients will remain on time with their payment schedules.
5. Training for Patient-friendly Billing Conversations
- Patient satisfaction relies on billing, and the team should ensure they are hands-on with billing policies, current payment options, and insurance issues. When the team has information, they can deliver explanations instead of clarifying details during conversations.
- The team should acknowledge the patient's concern and explain the payment plan, resubmission, or follow-up estimate.
- Monthly training focusing on the tone and wording to ensure both sides have a pleasant experience.
Examine the denied claims to avoid a mess. Prompt follow-ups create impressions.
- Patients remember the billing discussions.
- Billing takes time with explanations and addressing queries. If the staff is overloaded with mundane tasks, the key details are rushed, which leaves patients confused and leads them to seek assistance elsewhere.
- Capline Dental Services works closely with dental practices to cover staffing gaps. Contact us for an exceptional patient experience that encourages patient trust and loyalty.
How to Make Patient Settlements for Balance
The patient is responsible for settling the account upon completion of treatment. But the reality is more complex than this. Patients have unexpected expenses. The financial strain is making them consider repayment options.
Repayment options through digital platforms that manage payments with just a few taps have a high chance.
Payment is mandatory for running a business; asking for payment from a patient is equally vital. Above that, protecting the relationship with the patients is far more crucial because any hindrances can negatively impact future transactions.
What if the patient skips the bills? That is normal, and they start ignoring the staff calls for payment. What your well-deserved money is not their issue, and in that case:
- Offer payment in small amounts toward the full payment, instead of sending complete statements.
- The communication line is open every day to collect money.
- Motivate them to new treatment options for continuing treatment and collect in person. Treat the situation with compassion, and there is a chance that they will take advantage of flexible payment options.
