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Point of Service CollectionsImplement a standard process
Michele Miller
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REACTThis is a simple 5 step process to assist with the Point
of Service collection process. R – Rapport
Earn trust by getting to know patients
E – Eligibility Use tools to verify insurance info
A – AskAsk for any applicable payments
C – Collect Process payment & provide receipt
T – Thanks Let our patients know we appreciate them
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R: Rapport
Smile and make eye contact
Be friendly
Use their name
Listen
Make small talk
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E: Eligibility
Use Tools To Verify Insurance Eligibility
Computer Software Programs
Portals & Websites
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DocumentationAmount asked for
Was it a co-pay or a down payment?
If patient doesn’t pay:Document reason for non-payment and
any communication about financial assistance options
Any other information the patient sharesEx: liability, has insurance but no card, etc.
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A:Ask Use Scripting for:
Identified Amounts; ie. Co-pays Down Payments; ie. Deposits or Standard Amounts Promise to Pay: ie. Pre-Registered Accounts
Become familiar with insurance terms
Use tools to determine co-pays
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SchedulingPatient has Insurance
“Please bring all insurance cards with you for the appointment. If your insurance indicates a copayment, we ask that payment be made at the time of check-in/registration.”
Patient is Self Pay “We are asking for a standard deposit of $50 that
day that will go towards your visit. Please be prepared to pay that amount at the time of check-in. For your convenience we accept cash, checks & credit or debit cards.”
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Standard Amounts Clinic
Self Pay: $50 Lab: $20 X-ray: $75
Hospital ED: $100 UC: $50 Outpatient (Lab, X-ray, US): $75 High Dollar Imaging (CT, NM, MRI) & Surgery: $100 or 10% for accounts over $1000
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C:Collect
Log payment
Provide a receipt to the patient
Use payment portal This can provide some report functions
useful to leaders for tracking
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T: Thank
Let patients know they are appreciated
With lots of choices to make, let’s celebrate when patients choose to seek care in our facilities
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Mission / VisionWe want our employees know and
understand how what they do impact the goals of the organization
Demonstrate that goals are accomplished by working together to insure process is consistent
Treat everyone the same regardless of payer source or ability to pay
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Using a Standard Process
It helps to create a consistent “always” experience for patients
No matter what facility, hospital or clinic patients receive their care from, we want the experience to be the same – this is true for Point of Service Collections
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AuditTo ensure consistency in Point of
Service Collections
To provide patients with a consistent experience
To hold staff accountable to the same level of performance
For documented follow up on performance
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Recommendations
Choose a “Super User” to assist with audit & training of Point of Service Collection process
Set a timeline for how often you plan to audit & action plan for staff that do not meet requirement
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Education & Support Point of Service Collection Toolkit accessible
to all staff on the company website
Weekly E-mail with reminders & updates related to Point of Service Collections
Monthly Newsletter : another way to provide ongoing education & even celebrate goals with staff in the organization
Computer Based Training module created for new hires
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Questions?Thank you for your time!