Make it Easy To Pay

Mindset Videos with Dr. Robert MacInnis: Team Concepts

Team Communication: Make it Easy to Pay

Payment is a full-team task

Let’s talk about money from a patient’s perspective. In any customer experience, money and communication must happen together and in proportion; the more expensive something is, the more clearly you must communicate with patients to make them feel like they understand what’s going on. That means the team will need to be prepared to talk about money with patients.

Make it easy to pay. This communicates that you respect their time and understand the hassle and expense and mysteriousness of it all, especially when it comes to working with insurance companies.

Don’t assume that a patient can afford everything. This will not always be the case. Make sure they have options. We are obligated to let them know what they need clinically, but when the financial conversation happens, you continue to act as their healthcare provider by presenting them with their options and trying to make it affordable for them.

Since the Why leads to the How, let's think about the Whys:

It’s about making a connection and having a conversation more than saying one particular thing. It's not about doing what it takes to avoid hearing “no,” and it’s not about being liked. It’s about taking care of your patients. Look after your patients and the practice will take care of itself. Here that means something very concrete: Make it easy for patients to pay for the treatment they need.