Dos and don'ts for patient financial management

Make paying the practice a patient priority

In the postrecession economy, practices cannot afford to be lax about getting paid for services rendered. If patients believe they can postpone payment, a number of them will ... and the longer a bill is outstanding, the greater the likelihood that it will never get paid. The practice must establish a clear-cut payment policy and make sure that all patients are familiar with it.

Collect basic fees and co-pays when patients arrive. Routine charges -- such as for general exams or hygiene recare -- as well as insurance co-pays should be collected when the patient signs in. Other charges incurred during office visits should be paid before the patient leaves. For more costly services, the practice should offer at least four payment options, including outside patient financing, to ensure affordability.

Don't hesitate to request payment. Whatever the practice's policies and procedures, some patients will have to be billed for services. The due date should be stressed, and if payment has not been received by the following business day, the financial coordinator must call the patient to politely but firmly request immediate payment and follow-up repeatedly, if necessary, with calls, emails, and even letters.