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Patient Payments Blog

Want Patients To Complete A Treatment Plan? Put Them On A Payment Plan

Posted by Jim Turner

Oct 11, 2018 9:26:00 AM

We’ve learned a lot in twenty years of providing payment services for practices. One very clear lesson is that patients tend to complete treatments that they are actively paying for.

 

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Topics: Treatment Plans, Payment Plans, Patient Payment Solutions, Patient Engagement

What Your Patients Worry About

Posted by Jim Turner

Sep 13, 2018 8:53:00 AM

 Worry is growing about the staggering costs of healthcare and unexpected medical bills. I read a study, column, or white paper on the topic at least once a month. The statistics just keep climbing.

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Topics: Fear, Missed appointments, Patient Satisfaction, Patient Centered Care, Patient Centered Practice, Patient Engagement

“Patient’s Aren’t Likely To Pay Medical Bills Greater Than 5% Of Their Household Income”: And What That Means For Your Practice

Posted by Jim Turner

Apr 5, 2018 8:27:00 AM

Research from The Advisory Board Company has shown patients aren't likely to pay medical bills greater than 5 percent of their household income. (https://www.advisory.com/daily-briefing/2016/02/26/even-with-aca-some-hospitals-face-bad-debt)

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Topics: High Deductible Challenge, Patient Engagement, medical practice management

Front Office Fails And How To Fix Them

Posted by Jim Turner

Nov 28, 2017 8:37:00 AM

Do your patients love the doctor but hate to deal with the front desk staff? Many practices make the mistake of putting the employee with the most seniority (or fewest back office skills) at the front desk, regardless of their people skills. Patient satisfaction and retention can be permanently damaged when the wrong person or people occupy your front desk.

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Topics: Front Desk Tips, Front Office, Medical Office Administration, medical practice management, Patient Centered Practice, New Healthcare Consumer, healthcare payments, Patient Centered Care, Patient Engagement, Patient Payments, patient retention

Printable Graphic: 5 Essential Payment Questions

Posted by Jim Turner

Oct 3, 2017 8:47:00 AM

As a follow-up to last weeks video we have created a printable graphic with the five essential questions for securing on-time patient payments. We know how important it is to ask the right questions at the right time. Staff members often get stuck when discussing payment with patients. This graphic will give them a place to start and a way to ensure that payment will be made in a timely fashion. 

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Topics: Credit Card On File, Patient Balances, Patient Centered Care, Patient Collections, Patient Engagement, Patient Payment Solutions, Front Desk Tips, Front Office

3 Steps to One Call Collecting

Posted by Jim Turner

Feb 7, 2017 8:17:00 AM

 

Given a choice between extracting my own wisdom teeth without anesthesia and having the job of collecting healthcare balances – I might just go for DIY dentistry. At least the pain of extracting my own teeth would eventually subside. The pain of collecting patient balances seems to never go away. Just the chore of getting someone to answer his or her phone is an excruciatingly painful exercise.

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Topics: Patient Collections, Patient Balances, Patient Engagement, Patient Payment Policies, Patient Payment Solutions, Patient Collections for Hospitals, practice management

Front Desk Relief with Back End Results

Posted by Jim Turner

Feb 1, 2017 8:14:00 AM

Last week I compared your medical practice with a day spa to introduce an idea. The idea is that medical practices make an extra effort to connect with patients early to prevent issues later. If you haven’t read that post you can here. I’m expanding on the idea in this post.

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Topics: practice management, Patient Balances, Patient Payments, Patient Relations, patient retention, Patient Engagement, Patient Collections, Patient Eligibility, Patient Centered Care, Patient Payment Policies, Front Office, Front Desk Tips

Do You Want Your Patients To Pay?

Posted by Jim Turner

Jul 7, 2016 8:30:00 AM

 

3 Payment Questions to Help Patients Understand Their Responsibilities.

  

Questions attract attention. They require us to think and act. Are we educating our patients in ways that invite them to think and act? Or, by contrast, are we simply shoving a Financial Policy filled with legalese at them hoping they won’t ask us any questions? Can you put yourself in their place? If you were to be required to pay for something, wouldn’t you like to be warned in advance? If the responsibility will be a budget bender wouldn’t you like to be given some options?

If you were given the task of creating the perfect educational piece to help patients understand their financial responsibilities; what would it look like? Did you know that color attracts attention? What color would you use to draw attention? What would the language sound like: firm, friendly, demanding, inviting? What reading level would you target? Did you know that 80% of adult Americans can read something written at a fifth grade level? Did you know that if you write at an eighth grade level you’ll loose 50% of the adult population?  What essential points would you cover? Would you like some suggestions?

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Topics: Medical Billing, Patient Balances, Patient Payments, Patient Engagement, healthcare payments, Patient Collections

Patients are Not Entirely to Blame for Late Payments.

Posted by Jim Turner

Jun 14, 2016 8:30:00 AM

 

Aging receivables are caused by patients who don’t pay - or are they?  It’s easy and predictable to place all the blame on the patient. But blaming the patient shifts the focus from areas we should be considering. Shall we continue to blame the late and non-paying patients or might we take another approach? Are there some practice areas we can improve that will limit the number of accounts that leak into past due status?

Let’s tackle one preventative measure that gets results. There are many policies, practices, and tools that will help. This post will focus on one patient friendly method that consistently prevents past due accounts. This method requires vigilance and in some cases, an adjustment to present workflow.

The good news is that this method requires only one conversation. Placed properly in the patient relationship timeline; this method can solve a lot of your aged receivables challenges. If your office can make the right adjustments to workflow and vigilantly guard the process you can experience success. Our internal name for this conversation is ‘The Patient Financial Inquisition’ - just kidding. Really - just kidding. We actually call it the ‘Patient Financial Help-sheet’ conversation - with emphasis on help

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Topics: healthcare payments, Patient Balances, Credit Card On File, Patient Relations, Patient Engagement, Patient Collections, Patient Payments, Patient Payment Policies, Medical Billing

Patients are Watching. Are you Listening?

Posted by Jim Turner

Jun 7, 2016 8:30:00 AM

From time to time we get to connect with patients who respond to our posts. We recently had a patient write in response to an article we published in a national digital magazine aimed specifically at doctors. The patient was passionate, well spoken, and convinced that the medical office she returns to every three months needed our advice.

She was responding to our article, ‘5 Essential Roles for Front Desk Patient Engagement’ where we encourage doctors to hire the best staff they possibly can for their front desks. She agreed but took the article one step further. She wanted us to know that the front desk person at the practice she was referring to was excellent and met all our suggested qualifications. Her concern was the back office/medical staff and she had very little good to say about them.

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Topics: medical practice management, Patient Relations, Patient Engagement, Patient Centered Practice, Medical Office Administration

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