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Patient Payments Blog

New Statistics, Same Old Results

Posted by Jim Turner

Jun 27, 2019 8:49:00 AM

The pressure on medical offices to collect money from the patient continues to build with the latest news from Trans Union. It seems that patient out-of-pocket costs have increased by double digits for yet another year.

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Topics: patient retention, Patient Relations, Patient Collections

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

[Video] This Doctor Understands Your Pain.

Posted by Jim Turner

Sep 22, 2016 7:25:00 AM


Doctors don't always understand the pain of an administrators job. It's very refreshing when they do. Today's post highlights one such doctor. This doctor understands the pain associated with collecting from patients and became the chief advocate of change in her practice. Watch the video to hear her explain how her practice decided to declare the death of past due receivables. 

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Topics: Patient Relations, Patient Payments, Patient Payment Policies

6 Positive Changes Your Practice Could Start Today!

Posted by Jim Turner

Sep 1, 2016 9:00:00 AM


We've talked about change the last few weeks with the hope that we’ve convinced a few of you to attempt it. Change is almost never easy. Change requires us to change, to become or do something we have been perfectly comfortable not to be or do. The particular change we’ve been encouraging is for practices to take a more energetic approach toward their patients payment habits. The idea is that if we expect our patients to change their habits we will have to change ours. 

The root change we are referring is implementing a mandatory card-on-file for every patient. It might sound like the kind of massive change that will upset patients, office staff, and physicians alike. But if you’ve been following our blog the last few weeks you’ve been introduced to a practice that has successfully implemented this change with great results.

Whenever I hear of a practice successfully making a fundamental change like this I wonder how the change changed them. So I asked them, and here is their response. (Quotes are exactly as communicated to us by the practice manager)

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Topics: Patient Balances, Patient Statements, Patient Relations, Patient Collections, Patient Centered Practice, Patient Payments, practice management

The Straw That Broke The Camel's Back

Posted by Jim Turner

Jul 28, 2016 8:30:00 AM


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

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

[Video] 'ACT UP' for Great Patient Engagement!

Posted by Jim Turner

Jun 1, 2016 8:30:00 AM


Your front office staff holds the keys to great patient engagement. Well trained front office personnel can be the start of an enjoyable experience for your patients and your clinical personnel. 

There are FIVE ESSENTIAL TRAITS and skills every front office person should acquire. Teaching them to ‘ACT UP’ (Our acronym for great customer service) could be your quickest way to improve patient satisfaction. 


 Does your staff possess the following traits and consistently exhibit these skills?

1. ATTENTIVE: Do your patients feel like they are the center of this staff member’s universe or a bothersome distraction?

2. CLEAR COMMUNICATION: Can your staff clearly communicate specific instructions, policy, expectations, and payment information or do they pass the buck?

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Topics: Patient Relations, Patient Engagement, Medical Office Administration, Front Desk Tips

Stubborn or Non-Compliant Patient? 3 Patient Friendly Questions to Move Them

Posted by Jim Turner

May 24, 2016 8:30:00 AM

We all have individuals who, from time to time, and for whatever reason, refuse to see things our way. In some cases, they refuse to see or do what is clearly best for their own well being. If they are patients, their stubbornness could in some cases cost them their lives. Our goal is to help them see their condition and the best way to avoid or lessen any negative effects of that condition.

Persuading a stubborn, non-compliant patient is an art.

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Topics: Patient Relations, Patient Engagement

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

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