4. What percent of your practice
ends up at a collection agency?
5. What percent of your practice
ends up at a collection agency?
5,000 patients annually!
6. Who Are They?
1) Incorrect demographics.
2) Have insurance and thought insurance has/will pay.
3) Want to pay, but don’t have the money this
paycheck.
4) Will pay only when forced to or never will.
7. Each group has it’s own dynamics and
should not be treated the same.
Only group four belongs at Collections
1) Incorrect demographics
2) Have insurance and thought insurance has/will pay.
3) Want to pay, but don’t have the money this paycheck
4) Will pay only when forced to or never will.
8. Current Practice Proposed Practice
Step 1: Send everyone to Step 1: Identify each group first.
collections agency
Step 2: As groups 1-3 are Step 2: Pursue collection
identified, adjust to process appropriate to each
appropriate collection process. group.
9. McKesson
Patient Responsibility (Monthly bills X 2)
Incorrect Demographics,
HBP Shared Services Incorrect Phone Numbers
SKIP TRACE
Patient Contacted
No contact or Demographics Insurance Patient
will not pay verified verified responsibility verified
Collection agency Set up payment Return to Payment plan
plan McKesson w/
updated ins.
info
10. McKesson
Patient Responsibility (Monthly bills X 2)
HBP Shared Services Have Insurance
No contact or Insurance Patient
Will not pay verified responsibility verified
Collection agency Return to
Payment plan
McKesson w/
updated ins. info
12. Proposal
• Have HBP Shared Services initiate a “Late
Payment” service and call all patients prior to
sending to collections.
Benefit
• Increased patient satisfaction.
• Decrease collection costs
(23%/35% vs. 25%/35%)
