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Patient Payments Blog

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

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

The Straw That Broke The Camel's Back

Posted by Jim Turner

Jul 28, 2016 8:30:00 AM


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Topics: Medical Billing, Patient Balances, Patient Payments, Patient Relations, patient retention, Patient Collections, medical practice management, Medical Office Administration

The '1' Question EVERY Front Desk should be asking.

Posted by Easy Pay

May 10, 2016 9:00:00 AM


You’ve likely heard it said many times and in many ways; your front desk is the face of your practice and what happens here carries all the way through your practice. It’s true. Succeed here and everything that happens after will build on the success.

If your desire is to set your medical and billing staff, as well as your patients, up for success then a careful review of what happens at your front desk is in order. Your plan should start with a simple checklist of essential questions for your staff to ask. The questions should be patient friendly, not difficult to answer, and easy to follow through.

Questions like the following fit the description and are easy to include on a checklist:

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Topics: healthcare payments, patient retention, Credit Card On File, Patient Relations, Patient Engagement, Patient Centered Practice, Patient Payments, Patient Centered Care, practice management

3 Ways To Modify Billing To Build Patient Retention Strategies

Posted by Easy Pay

Mar 17, 2016 8:30:00 AM

What is the most difficult part of a doctor visit for patients? For most patients, the biggest challenge they face is in meeting their financial responsibilities. Increasingly, to retain loyal patients, how you manage their financial responsibilities plays an even larger part in your success.

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Topics: patient retention, Credit Card On File, Medical Billing Solutions

3 Super Simple Patient Retention Strategies To Grow Your Practice

Posted by Easy Pay

Jan 26, 2016 8:37:24 AM

Retail businesses know that the best marketing is word of mouth. Prospective buyers today choose products and services based on recommendations from trusted friends more readily than they listen to advertisements. In fact, consumers are now going to their social media sites and asking friends for recommendations on everything from their furnace repair guy to the best neurosurgeon.

The modern health organization today is no different. Healthcare consumers expect to receive care that aligns with the same principles of many of their consumer-related experiences. Successful healthcare organizations recognize the need to change their business operations to better fit these needs.

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Topics: patient retention, New Healthcare Consumer

3 SpoOoOoky Reasons Patient Statements Are Scaring Away Your Patients

Posted by Easy Pay

Oct 29, 2015 10:00:00 AM

It was a dark and stormy night... The rain fell in torrents... 

You walk out of your front door, down a dark sidewalk, sheilding yourself from the rain as you rush to your mailbox. A wolf howls somewhere in the distance. A black cat stops in front of you, hisses, and runs off. You hear ghouls... goblins... ghosts... And then, the scariest part...

You open your mailbox to find an envelope with PAST DUE written in blood red ink.


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Topics: patient retention, Patient Statements

How Healthy Patient Collections Improves Patient Retention

Posted by Easy Pay

Oct 22, 2015 10:00:00 AM

Recently, patients have been paying more. Cost-sharing and high-deductible insurance plans are on the rise, and many patients are expected to make co-pays when visiting independent practices.

As a result, these patients—these healthcare consumers—have become more price-conscious and are now concerned with finding the best deal they can find when looking for medical care. This is one of the biggest causes of the rise in competition in healthcare. If you’re facing any issues with your patient retention, it may be because you’re not competitive enough.

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Topics: patient retention, Patient Collections

Use Social Media During The Holidays To Improve Patient Retention

Posted by Easy Pay

Dec 24, 2014 10:00:00 AM

Social_Media_During_the_HolidaysIt’s that time of year again. As the holidays approach, you’re probably wrapping up year-end A/R reports and hoping to make a last ditch effort to collect from patients.

Why not try a different approach and show your patients that you’re thankful for them this year? It will help boost patient retention and loyalty and may just help you collect those aging receivables. 

One of the best (and easiest) ways to show your patients some love is by connecting with them on social media. Nearly 74% of adults online are on social media, according to the Pew Institute. That translates into a huge portion of your patients that are likely on these sites. Get in front of them and show them that you care about their health concerns online.

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Topics: patient retention, Practice Marketing

Mo' Patients, Mo' Problems: The Challenges of Patient Retention

Posted by Easy Pay

Nov 12, 2014 7:00:00 AM

More patients is not the goal for every independent medical practice.  In fact, many physicians would prefer a balance between the volume of patients and the quality of time spent with each patient. A balance that is necessary to adequately provide quality of care and improve the patient’s health; not to mention help retain patients. Unfortunately, this goal is clouded by financial pressures that are forcing physicians to see more patients and potentially compromising their patient retention performance measures.  So what choices do physicians have? How can they find that balance again?

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Topics: patient retention

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