Discussing Account Balances – Communication Best Practices

In online reviews, patients’ top complaints typically revolve around their account balance and communication with their dental office. 

Patient account balances are one of the top grievances for patients and dental office team members nationwide. By being mindful of how we’re communicating with patients regarding their balances, we can build stronger relationships and create lasting patients. 

Start Off On The Right Foot

Insurance

When it comes to patient balances, insurance estimations can be complicated. When a patient consents to treatment, they must realize that their benefits have been estimated and may change based on their insurance’s final approval. Insurance denials do happen, and they might leave patients with an unpaid balance, whether it’s because the patient’s maximum was reached due to seeking treatment elsewhere or because the office staff was not aware of a tooth’s history.

Set your team up for success by ensuring that insurance information is entered as accurately as possible and is updated regularly (recommended at least every six months, but the team should ask patients if there have been any changes at each appointment). Be sure that team members completing insurance verifications have sufficient time to gather information from insurance providers. In order to avoid doing insurance verifications while the patient is in the office for their appointment, team members should gather information during the following:

• Welcome Calls
• Confirmation Calls/Texts
• Patient Call-Ins
• Rescheduling Appointments

There are two main strategies teams use to establish accountability for insurance verifications: some offices like to assign all verifications to a single teamToile others prefer to distribute them among the team. Both methods can be effective, but it’s crucial to make sure that team members have received thorough training on correctly filling out insurance verifications.

Be A Good Communicator

Making sure patient charts are well-noted about the reason the patient has a balance is another approach to position team members for success. If someone calls the insurance and spends an hour and a half figuring out why the patient has a balance, don’t let another team member suffer the same situation. Be sure to leave very detailed, understandable notes so the next team member can accurately relay information to the patient if needed. 

A team member shouldn’t wait for the patient to receive the statement if they are aware of a circumstance where the patient might have a bigger balance than anticipated. Imagine how the patient would feel if they received their statement in the mail on a Friday afternoon and had the entire weekend to mull it over before being able to talk with a team member on Monday morning. The patient would be irritated.

Example Verbiage:

Hi Mrs. Smith, this is Kathy calling from XYZ Dental. How are you? Mrs. Smith, I’m reaching out in regards to your account balance. We’ve received an explanation of benefits from your insurance provider and it looks as though there’ll be a difference in the amount previously estimated. Due to this, you’ll be receiving a statement in the mail from our office with a full breakdown of all insurance payments and any outstanding balance. Yes, ma’am, I do understand how frustrating this can be, I apologize you’re having this experience. The good news is we’ve got a team of insurance experts on our end who are reaching out to your insurance provider to ensure this is completely accurate and to see if there’s anything we can do to assist. As of now, it seems that statement will be heading your way and I want you to know we’re here to answer any questions and help in any way we can!

It’s essential to project confidence when calling patients about an account balance.  When you waiver or sound unsure, patients may not trust you or may feel unsupported. Don’t let them feel as though it’s all on them – if there’s something you can do to help, do it!

Lack of communication around account balances is one of the biggest patient complaints. Patients become distant from the office when they believe they are in the dark. Communicate with them as much as you can, acting as their advocate. Even though it can be difficult to give bad news, you have a duty to give your patients the best care that dentistry has to offer. Remember, you’re responsible to your patients – not for your patients.

Discussing Balances

There’s a good possibility patient’s may be frustrated or overwhelmed when talking about their balances. Be empathetic and put yourself in their shoes. If you went into a dental office and expected to pay $100 for your appointment, but then 3-4 weeks later you got a bill in the mail for $400, what would you do? How would you feel?

Be sure to let patients know what the office team is doing or has done to help them. 

• “We completely understand how this can be frustrating and so our team has reached out to the insurance provider to request additional details regarding the denial. They’re doing everything they can to help.”
• “Our team is doing everything they can to fight this and is working really hard at trying to get your insurance to pay.”
• “I’m so sorry that this has happened, we’re going to do everything we can to help advocate for you with your insurance company.”

In these circumstances, it can be beneficial to match and reflect the energy of the patient. If they’re upset, get upset with them, but do it in the direction of the insurance provider. Reassure them that the dental practice is making every effort to assist. 

Verbiage Recommendations

Use positive and assumptive language when speaking with patients regarding their balances. Try words and phrases like these:

• “Our team will do everything we can to help!”
• “We’re sorry this happened and know that this balance was unexpected, we’ll do our best to work with you in regards to payment.”
• “Your frustration is certainly understandable. “
• “I can absolutely look into that for you!”
• “Allow me to check with the office manager to ensure that I can provide you with accurate information.”
• “Great question! Let me find the correct information for you.”

Avoid negative verbiage or phrases when speaking with patients. Team members must help patients feel supported. Stay away from negative verbiage like this:

• “There’s nothing I can do to help.”
• “You have to call your insurance, there’s nothing I can do.”
• “We can’t believe it either, it totally sucks!”
• “We’ve never had this happen before . . .”
• “Calm down.”

While using positive words is important, it is equally important that you don’t use negative words when speaking to your patient – even if you agree with their complaint! You want to sound empathetic, but don’t want to worsen the situation so avoid phrases with intensely negative words.

Empathy-Related Verbiage

Helpful Tips & Tricks

• Be mindful of your tone, remember to respond – not react.
• Notes, notes, notes!
  • Worth mentioning again, always provide other team members with clear, detailed notes to set them up for success.
• Do your best to keep the patient happy.
  • Always provide service in a friendly, professional manner. You may not be able to solve the patient’s immediate problem, but you can do everything in your power to keep them happy in the interim.
• Don’t let a patient sit angrily.
  • If a patient is angry, don’t let them sit and fester. Do your due diligence to help them as quickly as possible. 
  • This applies both in person and when the patient isn’t in the office. Just because they aren’t sitting right in front of you doesn’t mean you’re not the topic of someone’s angry family dinner discussion.