Collecting money from patients is an essential part of running a healthcare practice. It can be a delicate task, however, as many patients are struggling to afford healthcare costs. A well-crafted script cans help you collect payments in a way that is both respectful and efficient.
In this article, we will provide a script for collecting money from patients that you can use or adapt for your own practice. The script is designed to be used at the time of service, but it can also be used to collect on outstanding balances.
Notifying the Patient about the Payment Requirement at the Time of Scheduling their Appointment
- Explain the insurance benefits and coverage details to the patient and inform him or her that payment is due at the time of service.
You can use a script like this: “In accordance with your insurance benefits, your financial responsibility encompasses a $10 copay, 10% coinsurance, and a $1,000 deductible. Your insurance provider has recorded that you’ve already covered $500 of your annual deductible. With regard to the services planned for your upcoming appointment, the anticipated total amount you may be responsible for at the time of service is approximately $310. If you wish, I would be delighted to provide you with a detailed breakdown of the cost estimation.“ - Be polite and friendly, but also firm and clear about your payment policy.
You can use a script like this: “I’d kindly like to emphasize that this estimate is founded on your insurance benefits. It’s possible that unforeseen charges may arise, and if they do, we will send you a statement once we receive an explanation of benefits from your insurance company. We offer the convenience of multiple payment options, including cash, checks, and all major credit cards.“ - If the patient is unable to pay at the time of service, offer alternative payment options or arrangements, such as a payment plan or a discount for prompt payment.
You can use a script like this: “We recognize that covering the entire cost upfront can sometimes pose a challenge. Our aim is to collaborate with you in identifying a mutually beneficial solution. Are you open to the idea of establishing a payment plan or making a reduced payment today in exchange for a discount?“ - Follow up with the patient before the appointment to confirm the payment details and remind them of their obligation. You can use a script like this: “Greetings, we’re reaching out as a courtesy to confirm your upcoming appointment scheduled for [date] at [time]. As previously mentioned, the estimated payment expected at the time of service is $310. We kindly request you to bring both your insurance card and a method of payment with you. Should you have any inquiries or considerations, please don’t hesitate to reach out to us. We eagerly anticipate your visit and meeting you soon.“
To collect payment from the patient during the check-in process at the time of service
Tips encouraging customer to pay at front:
- Explain the insurance benefits and coverage details to the patient and inform him or her that payment is due at the time of service.
- Provide a point-of-service statement that reflects the day’s charges, payments, adjustments and any outstanding previous balances.
- Look at the patient directly and allow them to answer. Do not speak until the patient has responded to your question.
- Be clear, complete and concise. Patients are less likely to pay medical bills they don’t understand, so be sure that invoices clearly detail the date of service, services performed, insurance payments received, payments collected at the time of service and the reasons for any past balances due.
Example script:
“Hello, welcome to our practice. I see that you have an appointment today for [services]. According to your insurance benefits, your financial responsibility includes a [copay/coinsurance/deductible] amount of [amount]. We ask that you pay this amount at the time of service. We accept cash, checks and all major credit cards. Do you have any questions or concerns about your payment?”
Collecting payment from patient upon check-out
Tips encouraging patient to pay upon checout:
- Collect payment at the end of the visit, after the patient has seen the physician. This is the preferred method for most patients, as it gives them a chance to discuss any issues or concerns with the physician before paying.
- Provide a point-of-service statement that reflects the day’s charges, payments, adjustments and any outstanding previous balances. This helps the patient understand the breakdown of their payment and avoid any confusion or disputes.
- Be polite and professional, but firm and confident. Use positive language and avoid words like “problem” or “delinquent” Explain the practice’s payment policy and the benefits of paying at the time of service, such as avoiding late fees, interest charges or collection actions.
- Offer multiple payment options and methods, such as online pay, mobile pay, financing, card on file, etc. This makes it easier and more convenient for the patient to pay and increases the likelihood of collecting payment at the time of service.
Example scripts:
“Thank you for choosing our practice for your health care needs. I hope you had a good visit today. Before you leave, I would like to review your account with you and collect your payment. According to our records, you have an outstanding balance of [amount] from previous visits, and your estimated payment for today’s services is [amount]. This is based on your insurance benefits and the services you received today. Your total amount due is [amount]. How would you like to pay today? We accept cash, checks and all major credit cards.”
Script Collecting Money from Forgetful Patients
Jane: Good morning/afternoon, this is Jane calling from [Hospital/Clinic Name]. May I please speak with Mr. John?
John: Yes, speaking. Who is this?
Jane: Hello, Mr. John. I hope you’re doing well. I’m calling from [Hospital/Clinic Name] regarding your outstanding balance for the medical services you received. We noticed that there is an outstanding amount due, and we would appreciate it if you could settle this as soon as possible.
John: Oh, I’m sorry. I completely forgot about that. Can you remind me of the details?
Jane: No problem, Mr. John. I’m here to assist you. According to our records, the outstanding balance is [Amount Due]. This includes [briefly mention the services provided]. We kindly request your cooperation in settling this amount.
John: I apologize for the delay. I’m not sure why I haven’t paid it yet. Can I make the payment now?
Jane: Absolutely, Mr. John. Thank you for your understanding. To make the payment, you have a few options available. You can either pay through our online portal, by visiting our hospital/clinic in person, or by mailing a check or money order to the address provided on your invoice. Please let me know which option works best for you.
John: I think I’ll pay online. Can you guide me through the process?
Jane: Of course, Mr. John. I can definitely assist you with that. To pay online, you can visit our website at [Hospital/Clinic Website]. On the homepage, you will find a “Pay My Bill” or “Online Payments” option. Click on that, and it will guide you through the payment process. If you encounter any difficulties, please don’t hesitate to reach out to us.
John: Thank you for your help. I will make the payment right away.
Jane: You’re welcome, Mr. John. We appreciate your prompt attention to this matter. Once you’ve made the payment, please keep the confirmation number or receipt as proof of payment. If you have any further questions or require any additional assistance, feel free to contact us. Thank you for choosing [Hospital/Clinic Name].
John: Thank you. I will make sure to do that. Goodbye.
Jane: You’re welcome, Mr. John. Have a great day! Goodbye.
Script Collecting Money from Patient who Didn’t Receive The Statement
Jane: Hello, Mr. John. I hope you’re doing well. I’m calling from [Hospital/Clinic Name] regarding a matter related to your recent medical services. We have noticed that you haven’t received your statement for the services provided, and we wanted to ensure that you have all the necessary information to settle the outstanding balance.
Mr. John: Oh, I see. I was wondering why I hadn’t received it yet. Can you please provide me with the details?
Jane: Certainly, Mr. John. I apologize for any inconvenience caused. According to our records, there is an outstanding balance of [Amount Due]. This amount includes charges for [briefly mention the services provided]. We kindly request your cooperation in settling this amount.
Mr. John: I had no idea about this balance. How can I make the payment?
Jane: I understand, Mr. John. To make the payment, you have a few options available. You can either pay through our online portal, by visiting our hospital/clinic in person, or by mailing a check or money order to the address provided on your invoice. If you prefer, I can also arrange for a statement to be sent to your mailing address for your reference.
Mr. John: Thank you for the options. I think I’ll pay online. Can you guide me through the process?
Script Collecting Money from Patient that the Bill is Incorect
Billing Representative: Hi Ms. Jane, this is Sarah from XYZ Medical Center. I hope you’re doing well today.
Patient: Yes, thank you. How can I help you?
Billing Representative: I wanted to reach out to you regarding your recent medical bill. It appears that there was an error in the amount charged, and we need to collect the correct amount from you.
Patient: Oh, I see. What was the mistake?
Billing Representative: It looks like there was a discrepancy in the insurance coverage, and we need to collect the remaining balance from you. The total amount due is $250.
Patient: Okay, I understand. How would you like me to pay that?
Billing Representative: We accept all major credit cards, as well as checks and cash. You can also set up a payment plan if that works better for you.
Patient: That sounds good. I can pay with my credit card right now.
Billing Representative: Great, thank you. I will process the payment for you now. Is there anything else I can assist you with?
Patient: No, that’s all. Thank you for letting me know about the mistake and helping me resolve it.
Billing Representative: You’re welcome, Ms. Jane. If you have any further questions or concerns, please don’t hesitate to contact us. Have a great day!
Script Collecting Money from Patient that Has Financial Trouble
Billing Representative: Hi Mr. John, this is Sarah from XYZ Medical Center. How are you doing today?
Patient: I’m okay, thanks. I received a bill from your office, but I’m having some financial trouble at the moment.
Billing Representative: I’m sorry to hear that, Mr. John. We understand that medical bills can be overwhelming, especially during difficult times. Is there anything specific that’s causing the financial hardship?
Patient: Well, I lost my job a few months ago, and I’m still looking for work. I’m trying to make ends meet, but it’s been tough.
Billing Representative: I see. We want to help you find a solution that works for both of us. Have you considered setting up a payment plan?
Patient: No, I haven’t. Can you tell me more about that?
Billing Representative: Sure. A payment plan allows you to spread out the cost of your medical bill over several months, making it more manageable for you. We can work with you to come up with a plan that fits your budget.
Patient: That sounds like it could be helpful. How do I set that up?
Billing Representative: I can help you with that right now. We’ll need to gather some information from you, such as your income and expenses, to determine what kind of payment plan would work best for you.
Patient: Okay, that makes sense. Thank you for your help.
Billing Representative: Of course, Mr. John. We want to make sure you get the care you need without worrying about the financial burden. Let’s work together to find a solution that works for you.
