Point of Service CollectionsImplement a standard process

Michele Miller

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

R: Rapport

Smile and make eye contact

Be friendly

Use their name

Listen

Make small talk

E: Eligibility

Use Tools To Verify Insurance Eligibility

Computer Software Programs

Portals & Websites

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.

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

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.”

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

C:Collect

Log payment

Provide a receipt to the patient

Use payment portal This can provide some report functions

useful to leaders for tracking

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

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

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

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

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

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

Questions?Thank you for your time!