DecisionHealth, DecisionHealth - 2011 Issue 12 (December)

What to do when you can’t collect upfront

As much as you want 100% upfront copay collections, the reality is you will always have exceptions. Prepare different reactions to each of these situations – all with careful documentation – with a protocol for attempting to either collect at a later date, help the patient qualify for a copay exemption or discharge the patient if necessary. The first variable you must consider once you are certain a patient cannot pay upfront is the severity of the patient’s condition.

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