Point of Service Collections

1. Point of Service Collections Implement a standard process Michele Miller

2. 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

3. R: Rapport • Smile and make eye contact • Be friendly • Use their name • Listen • Make small talk

4. E: Eligibility • Use Tools To Verify Insurance Eligibility • Computer Software Programs • Portals & Websites

5. 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.

6. 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

7. 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.”

8. 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

9. C:Collect • Log payment • Provide a receipt to the patient • Use payment portal • This can provide some report functions useful to leaders for tracking

10. 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

11. 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

12. 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

13. 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

14. 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

15. Education & Support • Point of Service Collection Toolkit accessible to all staff on the company website • Weekly E-mail 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

16. Questions? Thank you for your time!