If I were to ask you for the number one reason dental patients don’t pay their bill to begin with, what would you answer?  Most people guess that it’s because they don’t have the money.  That’s simply not true.  In fact, I tell all of my audiences, the few rare times that a patient gives me that as a reason, I’ll forgive the debt – no problem.  It happens so seldom that they really don’t have the money that if they are in a true hardship I don’t want their money.  I am glad to help people who really need it. The number one reason we hear from patients, whether I am calling or a collection agency is calling, is that they don’t know or believe they owe it.  They were never informed, either before treatment began or before they left the office on the day of service, that money would be owed.  Many people believe that their health insurance will cover their dental expense and all they will be left with is a $10 co-pay.  The number one reason we hear from patients, whether I am calling or a collection agency is calling, is that they don’t know or believe they owe it.  They were never informed, either before treatment began or before they left the office on the day of service, that money would be owed.  Many people believe that their health insurance will cover their dental expense and all they will be left with is a $10 co-pay.  When you have non-assertive team members who are too afraid to discuss the issue, and, even worse, a Dentist who will perform treatment before the issue has been discussed, you end up with out-of-control accounts receivable.  Every day I help Dentists put the pieces back together and train themselves and their team on how to overcome the fear of talking about money with their patients.  It is not the confrontational experience most of us think it is.  It is actually quite the opposite. 

What I have found is that patients want to know their financial responsibility.  Once they know their payment options, their decision about treatment becomes much easier in most cases.  It is also easier on the practice, Dentist, and team because we no longer perform work that patients refuse to pay for.

�

Posted under Dental Practice Management