All dental practice staff must, at all times, remain level headed, polite and positive in all patient dealings, whether the patient is right or wrong.
If the patient is wrong, you can correct him/her and work it out in a polite, professional way. It is not necessary to be rude, uncaring, angry, etc. That approach only upsets the patient and makes it more difficult to get any situation resolved. In addition, not only does it reflect poorly on your own professionalism but on our dental office as a whole.
You will sometimes come in contact with patients who are upset about their accounts. Usually, these situations can be handled by:
1. Setting up a time to really sit, listen and talk to the patient regarding his/her situation.
2. Having all the facts (account data, chart, dental insurance information, etc.).
3. Being willing to explain the problem to the patient. These steps, coupled with a caring, professional and helpful attitude are a sure fire way to get any "problem account" handled.
4. Never argue or tell the patient they are wrong, even if they ARE. It will only make matters worse. If anything, tell the patient, “I can certainly understand why you’re upset Mr. Jones, I would be upset too if that happened to me! If you’re willing to work with me, I think we can sort this out, does that sound agreeable to you?”
Specifically when it comes to money issues there are specific ways to get rapid payment. The main idea is for patients to pay their part at the time service is rendered. Just assume the patient is going to pay, because that is the dental office financial policy.
If given a choice, most patients will choose to pay later. Put yourself in control by letting the patient "choose" only whether he is going to pay by cash, check or credit card. Do not let the patient choose whether he will pay now or next year. This results in rapid, easy collections, a happy doctor, expanding practice and well-bonused staff.
There is no other way. The work is done. The patient should pay.