Patient Collections: Fine-tune where needed

Q. How do I maintain the momentum with my new card on file policy?
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Wednesday, August 29, 2018

The essential techniques for an effective automatic payment program include: establishing, preparing, communicating and lastly—maintaining. You’ve established your card on file plan, and that’s great. However, it’s not enough; you must continue to uphold the changes to your billing plan and strive to create an ideal billing experience.

Below are three ways to maintain the momentum with your new ‘card on file’ policy:

Hold staff accountable, and continue training

You must hold staff accountable for carrying out the policy on a daily basis. Policies and procedures are an essential part of any organization, and they provide a roadmap for day-to-day operations. By continuing education and training, you can ensure all staff are compliant with regulations, give guidance for decision-making and streamline internal processes.

Consistently monitor the progress, and tweak as needed

This is not a “set it and forget it” strategy. You must consistently monitor the progress and tweak as needed. Using reporting tools like dashboards is crucial; you must set target goals and recognize achievement where you see it. Implementing, and maintaining, a ‘card on file’ policy requires a rock-solid plan that’s able to be fine-tuned where needed for maximum efficiency.

Have an open channel of communication with your staff

You must have an open channel of communication with your staff. Inform them of the why behind the new policy, and how to communicate that to patients. It’s important to perform weekly and monthly staff check-ins to monitor progress and areas for improvement.  

In order to ensure long-term success after implementing a card on file policy, it’s important to hold staff accountable, continue training, monitor progress and create an open channel of communication with staff.