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Any suggestions on non-scheduled patients who cannot make a deposit?

Patient Financial Services Weekly Advisor, June 7, 2007

Q: Do you have any suggestions on non-scheduled X-Rays and walk-in lab self-pay patients that cannot make a deposit on time of service?

At this time, our hospital sees all patients, so asking them to return is not an realistic option for us. But is that what most hospital do on non-stat outpatient walk-in patients?

A: The level of the hospital's commitment to resolution of self-pay balances at time of service will determine what options you have available to your staff. If the facility absolutely will not turn away a patient who fails to resolve an account prior to service, then you are limited in what you can do.

Options in addition to cash, check or credit card payment include signing a payment plan agreement, completing a loan application document, especially if balances for previous services are unresolved, completing a financial assistance application, mailing back a credit card authorization, etc.

The list can be as long as what you can put in place. What you can do is make the financial counseling experience a process that absolutely explores every option; if the patient gets upset, the reply is something like this: "I am sorry that you are upset, and I understand that you want to go for your test. However, we also want to make sure that we have explored all options with you so that your bill is resolved in the most appropriate manner."

Editor's note: Sandy Wolfskill, president of Wolfskill & Associates in Chardon, OH, answered this question.

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