MultiCare Health System developed the following scripts to help patient access staff feel more confident when encouraging patients to pay their bills and to standardize collection practices across the organization.

 

Sample script 1

"Mr./Ms. _______, as per your insurance carrier/plan, you have an estimated amount due of $_______. This estimate includes $_______ for your copayment, $_______ for your outstanding deductible, and $_______ for your coinsurance.

"This is an estimate of your liability based on the information available from your insurance company. Additional amounts due may be billed to you after your insurance company receives and processes the claim. I can help you take care of that. How would you like to pay for that today-cash, check, or credit card?"

Sample script 2

If the patient is in the office:
"Mr./Ms. _______, you have a current outstanding balance of $_______. How would you like to take care of that today?"
 

Sample script 3

If the patient is on the phone:
"Mr./Ms. _______, I am confirming your appointment with Dr. _______ for _______ at _______. I also see you have an outstanding balance of $_______ on your account. We would be happy to take care of that for you tomorrow at your appointment time. We accept cash, check, Visa, MasterCard, American Express, or Discover."

 

Source: MultiCare Health System

 

These scripts were shared during an HFMA webinar "Using Patient-Friendly Communication to Improve Point-of-Service Collections."

Publication Date: Monday, November 26, 2012