Union General Hospital
Revenue Cycle Policy/Procedure
form: 14-REV-1102-3
title:POS Collections sample scripting
Date Documented:10/13/14Revised:N/A
Document Purpose: To describe Union General Hospital, Inc.’s approved scripting for POS collections
Responsible Party: UGH Financial Counselors and Patient Access
SElf pay
Deposit: As a self-pay patient, there is a $ ___ deposit due for your servicestoday. How would you like to take care of the $ deposit amount? For your convenience we accept cash, checks, credit and debit cards.”
INSURANCE
Potential Objections and Responses
I’ve never had to pay for this upfront before.
“Like physician offices, we are now requesting payment at the point of service in order to help you know what you will pay for care upfront. For your convenience, we accept cash, check, credit and debit cards. How would you like to take care of your co-pay today?”
I thought my insurance paid for everything!
“While insurance covers the majority of your costs, there are out-of-pocket expenses such as co-pays or co-insurance for a specific service. Your $50 co-pay is one of them. How would you like to pay for that today?”
I did not bring my checkbook
“For your convenience, we accept cash, credit and debit cards. How would you like to take care of your co-pay today?”
I don’t have the money with me.“For your convenience we accept checks, credit and debit cards. How would you like to take care of your deposit today?
Doesn’t my insurance pay for my bills?“Some insurance companies pay in full. Others assign a portion to you. Similar to your physician’s office, the hospital’s policy is to request your payment at the point of service. For your convenience
I don’t have any money with me. I was not expecting to have make payment today.“For your convenience we accept checks, credit and debit cards. How would you like to take care of your co-pay today?”
I cannot pay today, I do not have my wallet/purse with me.“I will be happy to give you the number to customer service to make a payment over the phone when you get home”OR “Here is a self-addressed postage paid envelope for you to mail the payment whenyou get home.”
“I have more important bills to pay.” “I understand that you have several other bills that you must pay, however, we ask that you make this one as soon as possible. For your convenience we accept cash, check, credit, and debit cards. How would you like to take care of your out-of-pocket today?”
“I’m unemployed and can’t pay. “How long have you been unemployed?”“Did you pick up a financial assistance application? There are options available for those that quality”
My spouse should pay. “When you signed for services you accepted responsibility of payment. For your convenience we accept cash, check, credit, and debit cards. How would you like to take care of this co-pay today?”
“I can’t pay in full.” “What amount can you provide towards this balance? For your convenience we accept cash, check. credit, and debit cards.”
pOLICY/PROCEDURE: 14-REV-1102-3
Page 1