It’s a busy afternoon and the practice’s front desk is understaffed, again. After several minutes and a rush of registrations the last patient to walk in finally approaches the counter. Despite the rush of patients the front desk representative offers a friendly greeting, confirms her general demographic and insurance information, and confirms that she does not owe a co-pay. The rep also notices that the patient has a high outstanding balance and a $5,000 deductible that she has not met yet. The practice’s financial policy states that high deductible health plan patients with a high balance must establish a payment plan in order to receive care, but she is already running late for her time slot so the rep lets her know that following her appointment she will need to meet with a patient account representative to establish one.
There is much discussion surrounding educating patients on their insurance coverage and their out-of-pocket expenses, but what about medical front desk staff? With the rise of consumerism in healthcare, patients are demanding to be more informed, particularly when it comes to financial responsibility. As a result, they are more likely to ask questions of your front desk staff regarding coverage and cost than ever before.
There have been many changes over the past year that affect your practice. The changes in the healthcare industry are also affecting your patients' ability to pay, and your patient representatives are likely experiencing different objections and excuses than in the past. Based on the number of views on our training videos for overcoming patient objections and excuses, we've rounded up the top eight you have heard in 2015. (If only all patients were this cuddly!)