What goes wrong today
Practices tend to have two modes: pay in full, or the balance ages. A plan is the obvious middle and often is not offered, because setting one up is manual and nobody owns it.
Balances
Patient Payment Plans
What to offer when the balance is larger than the patient can pay at once.
What to offer when the balance is larger than the patient can pay at once.
Practices tend to have two modes: pay in full, or the balance ages. A plan is the obvious middle and often is not offered, because setting one up is manual and nobody owns it.
What good looks like
A plan offered at the point the balance is discussed, with terms consistent enough that staff do not negotiate case by case.
- Offered proactively when the balance passes a threshold
- Standard terms rather than per-case negotiation
- Captured in the same contact
- Automatic follow-up when a payment is missed
What to measure
Agree these before changing anything, so the effect is visible rather than argued about.
- Share of large balances on a plan
- Plan completion rate
- Days to collect with vs without a plan
Where we stand: In development
Plan capture is part of the A/R recovery work in development.
Rollout checklist
- Document how this is handled today, and by whom.
- Put a number on the hours or dollars involved.
- Decide which cases must always reach a person.
- Agree the metrics you will judge success on.
Frequently asked questions
Do you solve this today?
Plan capture is part of the A/R recovery work in development.
How do we know if this is our biggest gap?
The Front Desk Opportunity Scan ranks this against every other area using your own volumes.
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