Collection Tips

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The patient meeting is a very important part of the collection process. Many patients will not pay until they’ve had a chance to receive your personal attention and explain their problem, or perhaps even your guidance. They want to sit down in private and discuss the reason why they haven’t paid, and sometimes to seek advice as to how they can pay. There are also some patients that have difficulty when it comes to repayment of obligations. This type of person often wants to be told what to do, when to do it, and how to do it.

Be Prepared

• Review your own records prior to meeting with the patient; check balances, payment history, previous arrangements, and age of account 
• Set the stage: have a private area to speak
• Be firm but respectful, look and act like a professional 

Always Ask for Payment in Full

• Let the patient know the reason you called them in
• If they cannot pay in full, attempt to collect half and present a payment plan for the rest 
• Offer a discounted balance if they pay in full (if approved to do so) 

Listen Carefully to the Patient’s Objections

• Determine the cause of the delinquency by listening 
• Classify the patient by the excuse of non-payment 
• Don’t interrupt the patient while he/she is voicing their reason 

Determine the Patient’s Ability to Pay

• Do your budget counseling, use a credit application form to gather pertinent information
• Prepare open-ended questions to find out who will be responsible for paying, when and how much they can pay, and what could prevent them from paying 
• The patient will likely pay if you show them how, give them options 

Consider All Money Sources

• Suggest sources of outside financing if necessary 

Establish Definite Payment Arrangements

• Set payment arrangements as a last resort, but use a promissory note or payment plan agreement that will comply with Truth in Lending 
• Four or more payments require an interest disclosure, even if it’s at a zero annual percentage rate

Control the Meeting

• Don’t let the patient take control
• Get the facts
• You must gain their trust to help them

Close the Meeting Properly

• Confirm the agreement made 
• Thank them for their cooperation 

Post Meeting Activities

• Update patient financial records noting conversation, amounts collected or promised, and date
• Use calendar to follow-up on account no later than 3 days after each payment due date