Hi Sally,

I have a big problem with my front desk. For the last three years, it turns out the front office has mostly collected what insurance paid and did a lot of write offs, never bothering to bill patients when they were supposed to. So now patients are questioning their bills over 3 months. They don’t want to pay since it’s long overdue, although they do admit to getting the work done & how wonderful the dentistry is that the Dr. does. How do I resolve?

New Office Manager

____________________________________________

Dear New Manager,

Obviously the failure of the front office team to perform is a result of a lack of training, systems, protocol and MEASUREMENTS of performance of the system and the employee. With those things in place, you would know within 30 days if the employee was performing up to the standards of the protocol of the system.

To the patient: I would admit to the failure of the employees and systems to bill them in a timely fashion after the treatment was performed. Considering this failure, the practice could agree to allow patients to pay over 3 monthly payments to make it easier on their cash flow. However, you must be clear that moving forward, you will require them to pay for their portion at the time of treatment.

Let’s face it – the office dropped the ball. It’s not fair to reprimand the patients when they had no idea. Better to take all of the blame and make it easy for them to pay and retain them as a patient than to anger them and lose them.

Here to help,
Sally McKenzie

**********

Looking for additional help? McKenzie Management has been in the business for over 30 years providing Consulting, Training and Dental Management Products for Dentists just like you. Not sure what you need? For more information or a complimentary assessment please contact McKenzie Management at Toll Free 877-777-6151