Over the last decade, many healthcare practices have seen patients’ share of cost increase. As reported in the Kaiser Family Foundation / HRET survey of Employer Sponsored Health Benefits, average out-of-pocket expense for patients rose significantly compared to 2008.
Historically, many consumers prioritize other household bills before paying healthcare balances. For providers, having clear policies and a consistent process may help protect the financial health of the practice while supporting a more positive patient experience.
Practical steps to consider
1) Collect copays at check-in
Copayments may feel small, but they can add up over the course of a month. When these balances are not collected up front, the administrative cost of pursuing them later (mail, staff time, and follow-up) can reduce the likelihood of a cost-effective recovery.
- Train front-desk staff on how to request copays respectfully and consistently.
- Use clear, standard language so patients know what to expect.
- Where appropriate, offer common payment methods (card, HSA/FSA, portal payments).
2) Use a clear financial policy (and make it easy to understand)
Most practices have patients sign a financial agreement before services are rendered. Consider whether that agreement clearly explains what happens if an account becomes delinquent. Patients typically respond better when expectations are explained in advance rather than introduced later as a surprise.
- State when copays are due (e.g., prior to receiving services).
- Explain patient responsibility after insurance processing (deductible, coinsurance, and other contracted amounts).
- Outline what may occur if a balance remains unpaid (for example, additional billing notices and potential third-party servicing).
- If your practice has scheduling or appointment policies related to unpaid balances, ensure they are described accurately and applied consistently.
3) Plan what happens when an account becomes delinquent
How your team responds to patient calls after an account becomes delinquent can affect the relationship patients have with your practice and staff. If an account is referred to a third party, staff may be able to reduce friction by calmly explaining the next step and directing the patient to the correct point of contact for resolution.
- Train staff on handling incoming calls professionally and consistently.
- Provide a simple script so patients receive the same message each time.
- Direct account-resolution questions to the appropriate servicer once the account is placed, which can help reduce back-and-forth and keep the conversation focused.
Communication helps preserve relationships
Clear, respectful communication is often a key part of maintaining relationships with patients while managing billing issues. In many cases, patients are looking for straightforward information and reasonable options for resolving a balance.
At TSC, our approach emphasizes respectful communication and helping consumers understand their options. We aim to treat each person with dignity and respect throughout the process.
If you’d like to learn more about early-out or bad-debt servicing, or if you want tips on training front-desk staff, you can contact us at (760) 444-5702.