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Effective Dental collection calls – Part 3 of 3

Tip # 8 Get a commitment. A call that doesn’t result in a commitment from the patient is a wasted call. Make sure you control the call. Don’t ask, “When can you get back to me on this?” Rather, ask “Will you be calling me by Wednesday?” Don’t hang up the phone without summarizing with the patient the results of the call. What was their commitment? What are your expectations and what will be the result if they are not met? Emphasize the urgency of the matter. It’s easy for the patient to forget your call as soon as they put down the receiver, especially if they don’t think you were really concerned about the outcome.

Stress that the patient call you back on the date they promise payment. You are looking for a confirmation that the check has been sent. If they fail to call, the payment likely didn’t happen. You won’t waste time waiting for a check that was never mailed. And finally, if the patient doesn’t follow through on their commitment, make sure you follow through on the consequences. If you don’t, they will never take you seriously. Consider sending a “failure to pay on services” letter from your attorney. Often a letter from your attorney will be less expensive and more effective than threatening them with a collection agency.

Tip #9 Review your collection system and your state laws. Most of our practices discover that 85% of the patients who owe them money pay on time. If your accounts receivables have less than eighty five percent of the balances in the zero to thirty category you will want to review your collection policy / system for effectiveness.

Tip # 10 Statements with notes on them do not work. Many offices resort to placing red stickers on statements or sending letters vs. placing a phone call. This is not only expensive but also ineffective. The Schuster Centers model is a relationship-based model. So your collection calls are actually a wonderful way of enhancing or putting boundaries on a relationship. Remember that these contacts should not be unpleasant for you or your patient. I can’t emphasize enough that you can’t make patients pay you, so going to a collection call with a negative mindset will not enhance your collection success.

The Coaching Department at The Schuster Center; support@cfpd.com

–For information on dental practice management, team development, hygiene and case presentation products and services call 1-800-288-9393 or visit www.schustercenter.com

Categories : Dental Coaching, Practice Management, dental practice, dentist, practice systems

Effective Dental collection calls – Part 3 of 3

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