A large number of clinics and healthcare professionals are affected by out-of-pocket expenses, once they have been reimbursed by the Assurance Maladie and supplementary health insurance schemes. It is very important to optimise their management to avoid late payment, non-payment and administrative overload.
In this article, we'll explore the 5 most common mistakes and suggest ways of avoiding them.
1. Do not remind patients of the potential costs
Many patients seem to discover what they will have to pay after their consultation or operation (despite having given their informed consent). That's why it's important to provide information beforehand, but also as the operation approaches, to avoid the risk of disputes or unpaid bills.
Solutions:
- Provide a detailed estimate when you make an appointment.
- Clearly communicate the terms of payment and excess fees (sector 2).
- Include this information in confirmation emails or text messages to increase transparency.
2. Underestimating the importance of training administrative teams
Administrative teams are often on the front line when it comes to managing patients' out-of-pocket expenses, but they may lack training in the payment policies to be applied, or in the appropriate communication techniques for managing unpaid bills or disputes.
Solutions:
- Standardising procedures Document clearly the steps involved in managing out-of-pocket payments, from the initial estimate to dunning in the event of non-payment. You can also create ready-to-use templates for estimates, invoices and patient communications.
- Monitor performance and make adjustments Monitoring: Regularly monitor payment management indicators (payment times, non-payment rates). Identify weak points and propose specific training to improve them.
3. Do not follow up patients effectively
Administrative teams, often overworked, struggle to keep up with late payments. This exacerbates unpaid bills and increases the stress on managers.
Solutions:
- Set up automatic reminders for outstanding payments (e-mails or SMS), scheduled at strategic intervals.
- Follow a precise timetable for reminders, with a tone adapted to each stage (friendly for the first reminders, more formal for the last).
4. Failure to secure payments upstream of transactions
Rather than launching laborious collection procedures once the transaction has taken place, it is essential to secure your payments before the transaction takes place. This will simplify the administrative procedures and avoid unpaid bills.
Solutions:
- Requiring an online deposit when planning the intervention With SwiklyThis guarantee can be configured and does not require immediate debit, which reassures patients while protecting the clinic.
5. Use manual payment methods (cheques, transfers, etc.)
Manual payments (cheques, transfers) are a source of errors, delays and red tape. These traditional methods also increase the risk of non-payment.
Solutions:
- Switching to a digital solution Swikly allows you to manage payments, deposits and out-of-pocket expenses in just a few clicks. This reduces errors and speeds up the process.
- Automate low added-value tasks Free your teams from time-consuming tasks so that they can concentrate on other priorities.
Conclusion: organise and anticipate
Errors in the management of out-of-pocket expenses may seem trivial, but they have a major impact on the cash flow and organisation of clinics and practices. By adopting modern practices and integrating solutions such as Swikly, it is possible to optimise these processes while providing a better experience for patients.
To find out how Swikly can transform the management of out-of-pocket expenses and excess fees in your clinic, go to our page dedicated to the medical sector.
