their deductibles.
We first ask them
how much they're
able to pay — our
goal is to collect as
much as possible
up front. We have
them name a num-
ber, because we
might underesti-
mate what they can
afford. We then
arrange a payment
plan for the out-
standing balance.
Our payment plan is zero-interest on the condition that we set up a
bi-weekly or monthly auto draft from a patient's bank account, bank
card or credit card until the debt is paid off. Patients appreciate that
arrangement. So do we. Our staff doesn't have to call hundreds of
patients per month to check on the money we're owed.
A patient's cost share can change after we put a payment plan in place
based on a host of variables — the insurer adjusts how much it'll reim-
burse, previous medical care had already chipped away at the
deductible, the surgeon performed additional repairs during the proce-
dure or used more hardware than we estimated — that result in our hav-
ing to reimburse the patient or collect more than we already have.
When we have to adjust the auto draft payment plan if they owe an
additional amount, we contact patients to inform them of the new bal-
ance. If we don't hear back from them within 37 days (a deadline
established by our former management company that's proven effec-
M A Y 2 0 1 6 • O U T PA T I E N TS U R G E R Y. N E T • 6 7
• PHONE A FRIEND Lend a sympathetic ear to patients as they work through
concerns about their portion of the bill.
