Patient Collections: Lock it down like Fort Knox

Q. You’ve decided to implement a ‘card on file’ Program. What should you do next?
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Tuesday, June 26, 2018

A. There are four simple steps.

Select a Payment Vendor that Holds the Highest PCI DSS Certification

First and foremost, you want to make sure your vendor has a strict set of security requirements in place for the management and protection of cardholders’ private information and other payment processing related activity.

Update Internal Procedures

Surely your staff is not photocopying card information, saving it in an Outlook task item or writing it down—are they? If you answered yes to any of that , stop! Update internal processes and procedures to lock that information down like Fort Knox in a secure environment and most importantly, change your staff behaviors and expectations. That outdated way is no longer the way.

Set Equipment Standards

Begin to set standards like whether or not automatic payment should be mandatory for certain types of equipment, or which patients may be best suited for an automatic payment plan. Provide employees with clear guidelines and scripts that will assist in patient communication regarding financial responsibility.

Train Staff  

Some of these changes might seem easy to implement, but remember that even small changes can have a significant effect on staff. Provide employees step-by-step directions to help them feel confident when engaging patients. The last thing you want is uneducated staff; training will ensure the best possible practices are being used going forward.

By selecting a reputable vendor, updating internal processes, setting equipment standards and training staff, healthcare providers can create an ideal billing experience – making for happier staff and patients.