Point of Service Collections Implement a standard process Michele Miller

REACT This 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 – Ask Ask 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

Documentation  Amount 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 shares  Ex: 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

Scheduling  Patient 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 / Vision  We 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

Audit  To 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 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!