Scripting for Finance
When discussing financial arrangements with patients it is important to remember one cardinal rule: make it clear, make it simple, and make it comfortable. The best way to prepare for such discussions is to recognize what questions or concerns patients are likely to raise and to be prepared with answers that are meaningful and concise. A few script templates reflecting common patient concerns and how they might be addressed are presented below.
If the practice has recently implemented outside financing protocol …
QUESTION: Why do I have to take a loan to do my dental work? I preferred the old way, making monthly payments to your office.
RESPONSE:“I understand how you feel, others felt that way too, until they found out that they were able to afford their treatment by making small, comfortable monthly payments, INTEREST FREE." Did you know that Dr is paying for his patients 12 months of free interest?
If the patient is confused by insurance policy …
QUESTION: “Will you accept my insurance payment?”
RESPONSE:“Of course we will accept your insurance. May I ask you a question first? Do you like to say money upfront? If you prefer to take advantage of our 5% courtesy for payment in full, you can save $______today. Otherwise we will need to collect your insurance co-payment of $______today."
If the patient show signs of reluctance to pay at end of visit …
QUESTION: “I forgot my checkbook.”
RESPONSE: “No problem, which credit card would you like to use today instead?”
QUESTION: “Can you bill me?”
RESPONSE: “I will give you your statement and a stamped envelope to take with you. Would you please help us by dropping your payment in the mail today? This statement will serve as your first bill, ok?
If the patient claims "special arrangements" were approved by the doctor …
QUESTION: “The doctor and I have a special arrangement. He/she told me I could pay for this as funds allow.”
RESPONSE: “Mrs. Jones, we do written financial arrangements when situations warrant. Do you have a copy of your agreement? Let me check with the doctor to see if he has a copy of these special terms in your file.”
In communicating with patients about financial matters, never lose your cool and never lose your temper. Be firm, Smile and bePolite. Good manners and good attitude are good for business.