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ADVISOR'S TIP: Map out co-pay collection process

Patient Access Weekly Advisor, August 13, 2008

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Editor’s note: The following is a tip from Debra Keller, admissions/registration director for the Grand Itasca Clinic and Hospital in Grand Rapids, MN. Keller is on the advisory board of the monthly newsletter, Patient Access Advisor.

Collecting that co-payment at the front lines can be a challenge for both staff members and patients. Here are some ideas: 

• Use scripting as a vital tool toward getting that initial step started.
• Have signage so patients are aware that co-pays will be collected at the time of registration.
• During scheduling, tell patients that if they have their co-pay ready when they check in, their registration time will be shorter. When scheduling, tell patients for their convenience and to speed their registration process that they please have their co-pay ready when they check in.
• Have your staff members keep a co-pay spreadsheet at their desk where they can note the amounts they collect and amounts they do not collect.
• Have staff members turn in their spreadsheets to you at the end of each week. Tally their efforts and share the report with the whole group. Seeing their efforts both individually and as a whole will give them the incentive to see the collection column grow and non-collection column decrease. You may want to set a target goal for co-pays collected and offer an incentive.

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