Collection & Billing Policy 

“Mistakes” Cycle

  • If they make ANY payment each month, the next bill is still considered a “1st” and no late or billing fees added.
  • Short Track to Collections: If a check bounces, or Medicaid, skip to “3rd Month.”
  • Don’t send bill for just Missed appointment or late fess….
  • Only send bills for over $20
  • In Office: Pay at time off service. If they can’t pay could use “$30 Billing Fee”
  • 1st Month: Send first bill.
  • 2nd Month: Call/Leave msg and comm log about bill. Send second bill. Add $30 late fee or billing fee to account, insert “Late Fee/Collections” slip.
  • 3rd Month: Don’t mail bill. Add another $30 late fee. Make effort to call, e-mail, txt, and comm log of each method. Try to set up payment plan and inform patient they are going to collections by a specific date (i.e. 15th).

Collections

  • If no response, and patient makes no attempt to pay or contact us, we send them to collections.
  • Only send to collections if balance is over $100;  mark them uncollectible…
    • 1.Break all future family appointments (Pt can keep cleaning appointments if 100% paid by insurance, as olive branch)
      2. Add family pop up saying sent to collections in all offices, create pt in other office is not created yet
      3. Mark chart/billing type with HXC in all offices
      4. Send task to Doctor involved
      with minimum of 7 days notice before sending pt. They try to help but “support the Specific Date.”
      5. Add a 40% Collections fee,
      6. Write off entire balance as uncollectible when send to Collections Company (never current day to keep from daily production reports)
  • Once a file has been sent to collections, it ‘belongs’ to Collections Company. If a patient comes in and wants to pay, go ahead and take payment but we must call Collections Company and or Little Chompers Billing Manager to determine if we can keep payment or have to send to Collections Company. First 30 days they get a certified letter, next 30 days Collections Company will notify FICO and begin legal action if possible.

Payment Strategies & Tools

  • Highlighted, Verified, Treatment plan: This is our standard and first defense to earn trust!
  • “$30 Billing Fee” If a patient can’t pay for work received today, you could “add a $30 billing charge that will be removed if you bring payment before “__” day, 7 days away.” This tool should only be used on same day work. It would not be “Doing the Right Thing” if we used this tool on unexpected balances.
  • Waive late and missed appointment fees: With proper discretion, one could offer to waive certain fees if patients brings account current today.
  • Exception Payment Plans: Payment plans not typically allowed can be set up to maintain goodwill and help patients become current on past balances only. Requires 2nd team members initials.
  • “Payment arrangement” tool: �You can set up a “Payment Arrangement” in OD using the payment plan feature for a one time payment. Do not confuse this with a payment plan. This require a good comm log.

 

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