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Increase Revenue with Past Due Success - Shared screen with speaker view
Lucia Castillejo, MCMS
38:33
Please mute your phones
ChristopherBall - Beyond Green Solutions
38:37
Please feel free to post questions in the chat or unmute and share!
Candee Giannoccaro
40:22
I forgot my wallet. I didn't know I have a high deductible?
ChristopherBall - Beyond Green Solutions
40:31
One reason we've heard recently is that patient's aren't even aware of the amount due.
Ginny Stevens-Chase
40:38
the office is closed and patients want to use their credit card
Lucia Castillejo, MCMS
41:27
For CEU credits, please enter your full name and organization name in the Chat Room...we want to be sure you receive credit...thanks!
hgardner
42:26
Good Morning. This is Heather Gardner with Stony Brook Pediatrics
Lucia Castillejo, MCMS
43:00
Good morning Heather, thank you!
Ginny Stevens-Chase
43:27
Colleen O'Keefe Eastside Pediatrics
ChristopherBall - Beyond Green Solutions
43:39
Good morning Colleen!
Betsy
44:03
Betsy Woodhams, Ultra Medical Transport
ChristopherBall - Beyond Green Solutions
44:26
Good morning Betsy!
hgardner
44:44
👍
ChristopherBall - Beyond Green Solutions
45:32
When starting my first business, the thought of customers not paying never crossed my mind. Learned those lessons the difficult way!
Lucia Castillejo, MCMS
46:12
That's a great point Katie...leadership needs to support staff!
Candee Giannoccaro
47:14
Clear written policy.
Lucia Castillejo, MCMS
47:33
Practice Administrator?
Ginny Stevens-Chase
47:43
Billing Manager
Candee Giannoccaro
48:43
Yes
ChristopherBall - Beyond Green Solutions
48:48
Yes!
ChristopherBall - Beyond Green Solutions
51:15
Or the practice does not add a late fee what so ever.
Lucia Castillejo, MCMS
52:30
It's also a lot better working through the practice versus going to Collections!
ChristopherBall - Beyond Green Solutions
53:09
Thank you Lucia, I agree patients prefer to work directly with their practice!
Ginny Stevens-Chase
54:25
new
hgardner
54:37
We do something similar to these
Annette
54:38
not interest, late fee or cost of collections but rest are done
Candee Giannoccaro
54:56
Our practice will add a collection fee when an account is sent to collections.
Ginny Stevens-Chase
55:11
what are people charging for late fees?
ChristopherBall - Beyond Green Solutions
55:15
Thank you Ginny, Anette and Candee!
ChristopherBall - Beyond Green Solutions
55:50
Great question Ginny - is anyone willing to share their current late fee charges?
Candee Giannoccaro
55:51
$20.00 charge for non copayment fee .
Ginny Stevens-Chase
56:14
Thank You
ChristopherBall - Beyond Green Solutions
57:36
The sooner a patient receives notification of the amounts due, the greater likelihood they're pay the amount!
Candee Giannoccaro
58:32
Very true with the verbal discussion! No reason to waste postage. Offer monthly payment plan over the phone.
ChristopherBall - Beyond Green Solutions
59:12
Thank you Candee! We agree, our customers are happiest when we explain and work directly with them on a solution!
Candee Giannoccaro
59:38
Clear and descriptive.
Kathi Cruickshank
59:42
Firm
hgardner
59:45
clear voice, no um or pauses
Kylee Bilodeau
59:46
no pauses
hgardner
01:00:17
positive
hgardner
01:00:40
more likely to believe someone who speaks confidently
Candee Giannoccaro
01:01:05
Velvet steel. That's what my Pastor says.
ChristopherBall - Beyond Green Solutions
01:01:09
Excellent feedback, thank you!
adriennew
01:01:26
Definitely calm and clear voice
ChristopherBall - Beyond Green Solutions
01:01:29
Velvet Steel! I may have to borrow that one.
Ginny Stevens-Chase
01:03:46
speaking clearly, staying calm and show some compassion, listen but stay to the point of the call. Also be brief, people are busy..
ChristopherBall - Beyond Green Solutions
01:04:58
I stand for my calls as well!
Lucia Castillejo, MCMS
01:05:22
Super Woman Pose!
Liesel
01:08:22
Very helpful!
hgardner
01:08:25
Thank you! I love those suggestions!
Lucia Castillejo, MCMS
01:12:27
"Same" day
Kathi Cruickshank
01:13:05
I like the suggestion to write these ahead and be prepared for the conversation
ChristopherBall - Beyond Green Solutions
01:14:02
Thank you Kathi! Like anything else, it takes preparation and practice!
ChristopherBall - Beyond Green Solutions
01:16:38
Please share any experience you have with this technique!
hgardner
01:16:40
we say you can pay today or have a billing fee
Liesel
01:16:51
Have not used this in practice, will try it
hgardner
01:17:01
yes
hgardner
01:17:03
late
hgardner
01:17:19
exactly
Candee Giannoccaro
01:17:23
Yes we over monthly, or biweekly payments.
Candee Giannoccaro
01:17:33
*offer
Kathi Cruickshank
01:18:01
I have used the late fee in the past in office. Most will find a way to pay while they are there rather than ask to be billed.
hgardner
01:18:36
ours is kinda stupid.. it's only $6
Ginny Stevens-Chase
01:20:59
No but this is great information!
hgardner
01:21:29
I often have to explain that if they don't pay it's going to collections. I struggle with how to say that
Candee Giannoccaro
01:22:18
Let's start a payment plan to avoid collections.
ChristopherBall - Beyond Green Solutions
01:22:27
That is a difficult but important conversation!
Liesel
01:22:34
the pause
hgardner
01:22:38
the pause
adriennew
01:22:44
payment plan
Kylee Bilodeau
01:22:47
Provide the "or"
Candee Giannoccaro
01:22:54
Power of voice
Ginny Stevens-Chase
01:23:00
pause
ChristopherBall - Beyond Green Solutions
01:24:14
Great! Thank you everyone!
ChristopherBall - Beyond Green Solutions
01:26:24
What else do you find successful?
Kylee Bilodeau
01:26:27
Will we be getting a copy of the presentation?
Candee Giannoccaro
01:26:58
Check charts/accounts so you know what they owe.
Ginny Stevens-Chase
01:26:59
great!
ChristopherBall - Beyond Green Solutions
01:28:19
A copy of the presentation will be provided to all participants. Feel free to follow-up with Katie or myself with any questions or ideas you may have afterwards as well!
Candee Giannoccaro
01:31:32
I have found patient's who don't pay in office will not respond to a collection service. It's best to offer a payment plan before your practice looses half of profits to a collection co.
hgardner
01:31:43
never
Candee Giannoccaro
01:31:44
yes
Kylee Bilodeau
01:31:54
not me
adriennew
01:32:20
yes
Ginny Stevens-Chase
01:33:02
I do this just not called it those words. Just how I was trained.
ChristopherBall - Beyond Green Solutions
01:33:27
Candee, we agree! The best solution is the one that creates a solution earliest!
ChristopherBall - Beyond Green Solutions
01:37:57
What is important to you when selecting a business to partner with?
Liesel
01:38:03
Communication
Liesel
01:39:50
Wegmans
Candee Giannoccaro
01:39:51
Wegmans
Betsy
01:39:59
Wegmans
ChristopherBall - Beyond Green Solutions
01:40:05
Correct!
adriennew
01:40:21
hands down
Candee Giannoccaro
01:40:28
I have returned ice-cream after eating a couple bits. it was gross.
ChristopherBall - Beyond Green Solutions
01:41:00
Candee, we've always had great service with Wegmans as well! They definitely see the big picture.
ChristopherBall - Beyond Green Solutions
01:45:52
Any questions about the financial examples?
Candee Giannoccaro
01:46:28
I agree you have to look at the numbers. If I can collect $2000.00 in 2 hours , that's 2 hours of my pay vs loosing half ($1000.00) to collection fees.
ChristopherBall - Beyond Green Solutions
01:49:14
I love the feedback, thank you Candee!
Candee Giannoccaro
01:49:29
You're welcome
Jen Casasanta
01:52:15
Attendees- Before you leave, please make sure that you have entered your name in here so that we can make sure you get your CEU credits. Thanks for attending!
Candee Giannoccaro
01:53:07
great presentation
ChristopherBall - Beyond Green Solutions
01:53:19
What additional questions does anyone have>
ChristopherBall - Beyond Green Solutions
01:53:32
Thank you Candee!
adriennew
01:53:33
Thank you for your suggestions
Candee Giannoccaro
01:55:56
I agree
ChristopherBall - Beyond Green Solutions
01:57:40
Other questions or difficult situations you'd like to share?
hgardner
01:58:15
Thank you!
Liesel
01:58:21
Thank you!
Eileen
01:58:23
Thank you
Kylee Bilodeau
01:58:27
thank you!
ChristopherBall - Beyond Green Solutions
01:58:30
Thank you everyone!
Ginny Stevens-Chase
01:58:34
time well spent!!
Candee Giannoccaro
01:58:36
Thank you.
adriennew
01:58:44
Thank you