Setting Patient Expectations
December 2024
No practice wants an angry or upset patient. One of the fastest ways to upset a patient is to leave them feeling confused or blindsided by the financial aspect of their treatment. And let’s be honest, insurance can be confusing. So, the simplest, easiest tool at your disposal to avoid unnecessary disgruntled feelings is to provide super clear and timely billing information to the patient. By offering a clear, well-documented financial agreement prior to treatment, you set the patient’s expectations for all billing thereafter.
As you embark on setting patient expectations in your practice, ask yourself the following:
What is the patient’s anticipated benefit coverage?
When is their estimate provided?
What is the anticipated patient’s out-of-pocket responsibility?
When will that amount be due?
If they have multiple insurances (including medical and dental) how will coverage be coordinated?
If the provider is out-of-network with their insurance who will submit the claim?
Is there a required deposit for surgeries? Is it non-refundable?
What is the practice’s cancellation policy?
If services are not covered, what is the fee to the patient?
How are statements sent via email or mail?
How and when will refunds be issued?
Roadmap to Strong Expectations
Obtain all insurance information at the time the appointment is scheduled
Verify all eligibility and coverage (including guidelines and COB) prior to first appointment
Provide preliminary benefit coverage at the time of consultation
Provide a detailed financial policy outlining estimated out-of-pocket cost, identify any non-covered services, identify when payments will be due, and provide any necessary non-disclosure agreements.
Review all information with patients and get signatures of acknowledgement
Become familiar with federal and state-specific regulations (read our blog on No Surprises Act & Good Faith Estimates)
We think it’s simple: a well-informed patient that has been made aware of their financial responsibility will not be surprised by the amount they owe. And bonus if they end up with a credit or refund.
Dental Billing & Consulting Professionals is also happy to be a resource to you in this process. Our services are customized to each practice’s specific needs and goals. Call or text us at (860) 435-7344 any time for a free consultation on how we can support you in optimizing your billing.