- Choose the timing wisely. Mention to the patient when he or she calls to make an appointment that a co-pay is due at the time of service, and use electronic reminders to follow up.
- Speak kindly to patients. It is important to use the patient’s name and ask how he or she would like to be referred to. The staff should engage patients and make them feel valued.
- Avoid “yes” or “no” questions. Do not ask patients if they will be able to pay a bill. Ask how they would like to pay and provide the options available.
- Provide alternatives. If a patient is unable to pay a bill in full, offer an installment plan as a compromise.
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