1. Communication with Patients
Patient Rights & Responsibilities: Payment is expected on date of service.
All sites have a “Please pay at time of service, Thank you” sign.
Communicate – Communicate – Communicate when you:
Schedule Appointments
Registration
Schedule follow-up Appointments

2. Communication
Be clear that payment is expected at the time of service:
In full
Co-pay
Old Balance

3. How to Ask!
State the total charge for services and depending upon the discount policy how much they owe
“Today’s visit is $75 with your discount of $50 your portion is $25 plus your outstanding balance of $25 your total amount is $50.
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Don’t say anything but keep eye contact with the patient.

4. How to ask! Be courteous – but remember:
“The first person to speak , loses.”

5. What if the patient say’s NO!
How to handle a patient’s objection to pay
Patient: “I’ve never had to pay at the time of
service before. What do you mean I have to pay today?”
Response
Paying now helps The Health Center to avoid further billing cost. We’re trying to do all we can do to control health care costs for our patients, and to make sure The Health Center is here if you need further care. Now, how would you like to take care of your balance today?

6. What if the patient say’s NO!
Patient says: “I didn’t bring my checkbook.”
Response:
We accept cash, or credit cards.
Patient says: “My ex pays for all medical bills”
“No problem, I’ll give you a receipt showing you’ve paid and you can send it to your ex so he can repay you.”

7. What if the patient say’s NO!
Patient says: “I can’t pay in full.” or “I don’t have the money.”
Response:
Payment is expected at time of service.
You can pay with a check.
How much are you willing to pay today?
You can pay half today, and then come in and pay the remainder before statements go out.
When can we expect a payment?

8. Customer Service Be Courteous at all times
Answer questions about client account
Remind client of the Health Center’s financial policy
If unable to answer questions give them the phone number to billing and the contact name