Successful collections begin before the patient arrives with an insurance eligibility check and benefits verification. When making the appointment reminder call to the patient, staff can inform the patient of his/her estimated financial responsibility for the scheduled services. When the patient checks-in for his/her appointment, he/she is not surprised with the front office staff requests the co-pay, deductible, 20%, etc. You must stress to the patient this is an estimate of their financial liability based on the insurance verification.
If a patient is unable to pay his/her estimated financial liability, we work with him/her by collecting half the estimated amount or entering into a payment arrangement, e.g., $25/month.
Be very specific in your insurance benefits verification, especially if diagnostic testing is involved (or potentially involved). An office visit may be covered with a minimal ($10) co-pay, but diagnostic testing may be applied to the deductible. Reimbursement for diagnostic testing may differ with or without an accompanying office visit. Also, a co-pay could be assigned to a diagnostic test in addition to the office visit co-pay.
Best policy is "no surprises."