Jun

Effective dental collection calls

PART 1 – Placing collection calls to overdue accounts probably is not at the top of your “favorite thing to do” list. However it is a reality that your dental practice is a “for profit” entity (contrary to what some patients think). Therefore cash flow is vital. We have listed a few helpful tips to not only make your collection calls more effective, but hopefully more palatable for everyone.

Tip #1 is to be prepared before you place your phone call. Before making your next collection call, take some time to compile a list of possible excuses and good rebuttals. During Retreat II you were asked to create a collection call structured message. The structured message will not only allow you to remain in control of the conversation, it also prevents you from being at a loss for words if the patient tries to give you the run-around. At the morning huddle you may need to alert your team that you will be unavailable during the time you are placing the calls. If you have to place them on hold, you not only lose control of the call, but oftentimes they simply hang up.

Tip #2 is patient specific preparation. Before making the call, be sure you have the specifics of the debt. What is the exact amount owed, terms, date the service was rendered, and if you are accepting assignment, what is the status of the claim? One of the better techniques for reducing your workload is to get your patients to research their claims.

It also helps if you know the patient’s history with your practice. What is their payment record? If they have always paid on time, maybe the statement was never received, or there’s a dispute involved. If payments have been getting slower month-by-month, it’s possible they have a cash flow problem. Remember, if they are having a family hardship, then you are positioning yourself to be their advocate. You will be firm but empathetic and fair.

Tips #3 check your attitude at the door. Your attitude has a strong impact both on how you handle the patient and how they respond to you. If you were irritated on a prior call, and carry anger into the next one, the patient is bound to pick up on this and mirror back to you the same level of irritation. Before picking up the phone for the next call, take a few minutes to calm down. Get things in perspective. Keep in mind that you cannot “make them pay you” so getting aggressive or putting on a punitive tone will not allow for success. We coach clients to “charm the cash out of them” versus “berate it out of them.”

Tip #4 Address the patient by name throughout the conversation. This shows respect on your part and demands attention from them.

The Coaching Department at The Schuster Center; support@cfpd.com For information on products and services call 1-800-288-9393 or visit www.schustercenter.com

Categories : Dental Coaching, Practice Management, Schuster Center, dental practice, practice systems

Effective dental collection calls

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