As patients’ out-of-pocket expenses rise, revenue cycle staff are finding themselves counseling patients who may be surprised by their financial responsibilities. These scripts are designed to help preregistration staff present cost estimates and notify patients about prompt-pay discounts.

Sample Script to Request Full Payment on the Day of Visit

Certainly, you may pay when you arrive. Though if you are able to pay today it will expedite your check-in process on the day of your procedure.

(If patient still would like to pay on arrival.)

I’ll make a note in your account that you will be bringing payment of $____ on the day of your procedure. (Registrar enters the amount to be collected in the collect field.) The registrar helping you that day will revisit your payment agreement. When you pay the estimated amount in full, the registrar will note the account for the 10 percent prompt-pay discount.

(Registrar posting payment will post the zero transaction as a discount and note account.)

Sample Script for Insured Patients’ Expected Financial Responsibility

“Mr. Jones, we’ve almost finished the registration process. I have verified with our insurance company that your coverage is still current and as a courtesy to our patients, we’ll bill your insurance after treatment.”

As part of our service to you, Centra informs patients of their expected financial responsibility. We collect our patient’s copayments, coinsurance, and deductibles prior to service. After review of your insurance plan, I estimate your financial responsibility to be $_____.”

“I can take your payment today, and if you pay the full estimate, I will be able to offer you a 10 percent prompt-pay discount. If your estimate is lower than actual charges you will be offered the same discount when you receive your final bill. We can accept your payment by charging your Visa, Mastercard, American Express, Discover, or if you prefer, through electronic check.”

Source: Centra Health, Lynchburg, Va. Used with permission.

Publication Date: Wednesday, May 07, 2014