Point-of-Service Copay Collection

What goes wrong today

Every dollar not collected at the desk costs several times more to collect afterwards, and a meaningful share is never collected at all. The usual cause is not policy but information: staff do not know the amount with confidence at the moment of the visit.

What good looks like

The amount known before arrival from the eligibility check, communicated to the patient in advance, so the conversation at the desk is a transaction rather than a negotiation.

• Amount known pre-visit from eligibility
• Patient told before arrival, not at the window
• Consistent script for the ask
• Balance visibility at the same moment

What to measure

Pick these before you change anything, so the effect is visible rather than anecdotal.

• Point-of-service collection rate
• Average days to collect a patient balance
• Share of visits with a known copay pre-arrival

Where we stand: We don't solve this

We do not process payments and do not intend to. Stripe, Square or your PM system's payment module is the right answer.