As many of you know, I am a firm believer in "START AS YOU PLAN TO GO." In other words, figure out the best way to do things and start by doing it. It's a whole lot easier to train staff members and patients in the beginning and stick to it rather than to re-train them every time you change your mind.
Here are two examples:
1. State your expectation of receiving payment at time service is rendered. At the end of every appointment, train your staff to ask "Will you be paying by check, cash, or credit card today?" and provide them with responses to the typical excuses, like "I forgot my debit card. Can I pay on Tuesday?" Knowing what to say will help your staff feel more comfortable and it will give your patients the message that you are going to keep after them until they pay. Not stating your expectations of payment will cause you not to be paid; it's as simple as that.
2. Teach your staff to talk in the positive, not the negative. If they are making an appointment, have the staff member offer times and days. Don't let the patient offer times/days and have the staff member be in the position of having to say, "No, that won't work." "No, that won't work either." Stating the positive and working toward solutions and options is a whole lot better than talking negatives and "we can't do that." Be a "CAN DO" practice!
For more information to help you set up your office systems, check out "The Practice Manual" at our DCPracticeSuccess.com bookstore.
