Patient statements — they're the unsung heroes of self-pay collections. Many practices overlook how crucial these humble documents are. But clarity, timing, and follow-up can make or break your collection rates. Here's how to get it right.
Improve Clarity: Make Every Statement Count
First, let's tackle clarity. If a patient can't decipher their bill, payment is unlikely. Clear, concise statements are non-negotiable.
Simplify Language and Layout
Medical jargon doesn't belong on patient statements. Use plain language. Replace "EOB" with "Explanation of Benefits." Swap "procedure" for "service." Clear headings and bullet points can guide eyes to key details, like due amounts and deadlines.
Highlight Key Information
Never hide the total due or payment deadline in a sea of text. Make them pop. Use bold fonts or colored print to draw attention to these figures. The goal? Avoid any chance a patient can claim, "I didn't notice the balance."
Include a Breakdown
Some patients want to know exactly why they owe what they owe. Offer a detailed breakdown of services and charges. This transparency builds trust — and trust leads to payment.
Timing is Everything: Know When to Send
Send statements promptly. The longer you wait, the colder the trail gets. But when is the right time?
Follow the Golden Rule: 30 Days
Aim to send statements within 30 days of service. This window keeps the visit fresh in the patient's mind and reduces the chance of disputes. Delayed billing often leads to confusion, especially if insurance was involved.
Consider Patient Preferences
In the digital age, one size doesn't fit all. Offering electronic statements can speed up delivery — and some patients prefer them. But don't ditch paper entirely unless you're sure your demographic is tech-ready.
Follow-Up: Persistence Overcomes Resistance
Sending a statement isn't enough. You've got to follow up. And sometimes, multiple times.
Establish a Follow-Up Schedule
Design a schedule that includes reminders at 30, 60, and 90 days post-statement. Use a mix of methods — emails, calls, even texts. Automated systems can help, but human touchpoints often make a difference.
Train Staff for Effective Calls
Those follow-up calls? They need to be handled by people skilled in both empathy and persistence. Train staff to understand common objections. Role-play scenarios: "I can't pay right now" should be met with, "Let's work out a payment plan."
Beware the Magic Number: 90 Days
Accounts over 90 days old are exponentially harder to collect. Implement a review process for these accounts. Sometimes a different approach or different collector can make all the difference.
Technology: Your Secret Weapon
There's no reason to do this all manually. Technology can amplify your efforts.
Use a Reliable Patient Portal
Patient portals aren't just for appointments. They can streamline payments. Ensure your portal is user-friendly and secure. If logging in is a hassle, patients will abandon ship before making a payment.
Automate Where Possible
Consider automation for generating and sending statements. This reduces human error and ensures consistency. But don't rely on tech to replace human judgement — use it to support your team.
The Human Element: Don't Underestimate Empathy
Remember, these are not just bills; they're communications with people. Treat patients like people, not account numbers.
Offer Assistance Programs
Sometimes patients genuinely can't pay. Have assistance programs in place, and make sure your staff knows how to guide patients to them. This not only helps collect the money but also builds goodwill.
Feedback Loops
Establish a system for collecting feedback on your statements and the billing process. This can provide insights into areas for improvement.
The Takeaway
Patient statements are a critical touchpoint in your revenue cycle. Clear, timely, and persistent communication improves not only your bottom line but also your patient satisfaction. Don't underestimate this part of your operations. Implement these strategies — your balance sheet will thank you.
Related Articles
