3 Ways to Train Your Dental Team to Collect Payments Well
While a dental practice is a business, dental school doesn’t teach us much about collecting payments and managing operations.
That’s what continuing education is for. And that’s what Delivering WOW is here for, too. We have helped thousands of dentists strengthen their practices while delivering WOW experience to each of their patients.
But we want to continue to be able to deliver WOW, we need to ensure our businesses are financially strong, too. And one of the most important parts of becoming financially strong is empowering our team to collect payments from our patients well. If you’ve struggled with collections in your practice, here are three tips that have helped my practice and many others improve.
1. Set up a system with which you can monitor whether your collections are under control.
By the time that many practice owners take a glimpse at their AR (accounts receivable) or collections, things have already spun out of control without them even knowing. They’ll find out that patients didn’t pay on time because their dental team failed to follow up properly about that patient’s claims. Now they have to break some bad news to that patient, and things can get ugly. It’s embarrassing—and frustrating for the patient—to call them to let them know they actually have a balance due or that you’ve misquoted their payment from the very beginning. Chasing them around and demanding money make you appear unprofessional and can stir up some drama that might lead to a bad review online or worse. So, I recommend you utilize a system that helps you to track your AR from week to week.
If you follow my blog, social media, or podcast, then you know I’m a huge fan of using scorecards. They can help you stay on top of productivity goals, measure metrics, and more. They’re just a great way of tracking numbers, and one of those numbers can actually be your AR. Using a scorecard to track AR has been super effective both in my practice and for many members of my platinum program. When we can use a scorecard to track AR on a consistent basis, things won’t spin out of control because your dental team will be on top of your collections numbers. When they see things spiraling out of control, they can let you know and you can decide how to counteract any chaos from erupting.
2. Be prepared to keep your collections in control by utilizing a process called “amnesty.”
If things do end up spinning out of control, it’s time to work the amnesty process. Amnesty helps us get back under control. Here’s how it works.
Say you suddenly realize that your AR is $50,000. Some practices turn those accounts over to a collection agency or, even worse, just write it off. That’s not a good idea—you're writing off $50,000 or selling it for pennies on the dollar. You could have used that money to pay for your kids to go to college for a year.
Instead, contact patients who have an overdue balance and let them know their account has come up for audit. Tell them you are giving them a courtesy call to help them out and to clear up their balance. Offer to lower the balance if they pay in full.
Perhaps they have a balance of a thousand dollars. Rather than charge them the full thousand, lower the amount that they have to pay so they don’t have to go to collections and you can create a true win-win. They pay less than they owe and avoid collections. You get guaranteed money and often at a higher price than what you would get through a collections agency. Many patients will gladly pay a smaller portion or go on an auto-debit to pay off their balance to avoid being sent to collections.
3. Put in place a reliable and effective means of getting in touch with your patients.
As surprising as it might seem, being unable to easily get in touch with patients is one of the most common problems I hear from members of my mastermind. They’ll tell me, “Anissa, our patients just aren’t responding. They see our calls and won’t pick up.” While phones are a great way to put yourself in direct communication with a patient, don’t make it your only contact method. If you can, use text messages and emails to start conversations. Especially with text messages, your messages will get noticed. Send them a text or email that lets them know there is an urgent message from their dentist and that you’d like to speak with them on the phone as soon as possible.
When a patient sees an ominous-sounding message like that coming from their healthcare provider, they’re more likely to give you a call. In all likelihood, they’ll even be a bit nervous. So, when the patient calls your practice and your dental team member speaks on the phone with them, make sure they make the purpose of the call immediately clear. Have them calmly greet the patient using all the right social cues and explain that the purpose of the call is to help the patient save money and resolve their balance. Once they understand what’s going on, your team member can proceed to get the patient’s credit card information and begin to sort things out via the amnesty process. If they don’t call back right away, send follow-up messages and call their phone to make sure they get your message. With people being so busy, if your message hasn’t been returned within a couple of days, it’s unlikely that it will be without additional follow-up.
What are you doing to ensure your payments are under control?
As dentists, we must work creatively to ensure the revenue we worked so hard to attain gets paid. When it comes to collecting payments, we must give our team members the tools and resources they need to collect payments well. Scorecards, amnesty, and multiple methods of contact can help everyone stay on top of accounts receivable. What works in your practice?
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