Practice Management Alert

A simple sign may make your job a lot easier If you-re having trouble getting patients to pay their copays at appointment time, you-re not alone. Many practices struggle with when and how to collect copays to ensure they capture proper reimbursement from patients. This is even more important lately, as the copayments grow larger and are often even higher than the amount you receive from the third-party payer. Incorporate these three expert tips into your copay collection practices now to ensure your office isn't chasing down those unpaid copays later. 1. Decide When to Collect The first step in collecting a patient's copay is deciding whether your practice collects the fee during check-in or check-out. You need to decide what works best for your office and your patients. Collection experts recommend implementing a financial policy that requires patients to pay the copay at check-in time. "Nowadays, most offices collect the copays prior to a patient being seen," says Edwina Sprow, CPC, owner of Sprow Consulting Services based in Phoenix. When your office implements a change in office procedure and policies, you should realize that some patients will be upset with the reception personnel. However, most people have come to expect to pay their copays at the check-in window prior to seeing the provider, Sprow adds. Tip: If a patient complains about your office requiring payment before the service, experts suggest you remind him that the copay is an obligation under his insurance contract. You can even remind the patient that the grocery store, for example, doesn't allow him to consume goods before paying for them, and medical care is no different. Another plus: Asking for the copay at check-in also means that patients -- who may have intended to pay -- haven't yet encountered any delays or backups that might make them less inclined to pay the office, and they aren't getting a service they haven't paid for. 2. Post a -Warning- Sign You should clearly inform patients about your financial policies, including your copay policy and any additional fees your practice charges for non-payment at the time of service. A sign at the front desk is a simple way to do this, experts say. "Our sign says that there will be a $10 charge if the copay isn't made at the time of service," says Angela Gottbreht, CMC, CCP, biller and coder for the Ankle and Foot Clinic of Everett in Washington. "Once the patient is charged that one time, that usually fixes the problem." Spell it out: Your written financial policy should include any copay penalty information the patient needs to know. "We have a financial policy that explains the extra charge for copays not paid at [...]