tci Medicare Compliance & Reimbursement - 2017 Issue 7

Reimbursement: Don't Let Front Desk Confrontations Impact Copay Collection

Experts: Give patients a few chances to pay, then call collections. Copays are standard for most patients, but what happens when a patient refuses to pay it? Though this kind of behavior is rare, it can happen and you need a clear policy on how to handle copay conflict. The problem: If you cannot defuse the situation quickly, things can turn ugly fast — and it will likely play out within earshot of other patients. Check out this expert advice on dealing with patients who are outright refusing copayment. Step 1: De-escalate the Situation When a patient makes it...

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