Every podiatry practice has encountered this: a patient checks out after a visit and says, “I forgot my wallet.” Or worse, “Just send me a bill.” Left unaddressed, these situations eat into revenue and create unnecessary follow-up work.
But there’s good news: with training, scripts, and clear policies, your staff can handle these situations effectively.
Tip 1: Use Scripts
Equip staff with polite, firm responses. For example:
“That’s okay, Mr. Smith. You can call later today with your credit card number so we can process your payment. That way you won’t have to worry about receiving a bill in the mail.”
Scripts keep interactions consistent and reduce staff stress. They also help staff remain professional without sounding confrontational.
Tip 2: Enforce Your Financial Policy Consistently
If patients see different staff giving different answers, they’ll find loopholes. Consistency is key. A signed financial policy gives staff authority to stand firm and ensures that patients know what’s expected.
Tip 3: Offer Flexible Payment Options
Remove excuses by offering multiple payment methods—credit cards, mobile pay, online portals. The easier it is to pay, the fewer excuses you’ll hear. Many practices now use payment kiosks or secure digital links to collect balances quickly.
Tip 4: Distinguish Between One-Off and Repeat Offenders
A patient who genuinely forgets once is very different from someone who consistently avoids payment. Your policy should outline how to handle each scenario—leniency for one-time mistakes and firmer steps for repeat offenders.
How A Step Above Health Mgmt Adds Value
We don’t just handle billing behind the scenes. We also provide staff coaching and training, giving your team the tools to handle tough payment conversations with confidence. Our approach includes: – Developing patient-friendly scripts. – Creating financial policy templates. – Training staff in role-play sessions to boost confidence.
The result? Fewer unpaid balances, improved patient satisfaction, and smoother front-office operations.
