C105 playing the collections, accounts receivable game

C105
PLAYING THE COLLECTIONS,
ACCOUNTS RECEIVABLE GAME
LOIS BANTA
THURSDAY, FEBRUARY 21

DISCLAIMER: This work, audio recordings and the accompanying handout, are the intellectual property of the clinician, and permission has
been granted to the Chicago Dental Society, its members, successors and assigns, for the unrestricted, absolute, perpetual, worldwide right
to distribute solely as an educational material at the scientific program being presented at the 2011 Midwinter Meeting. Permission has been
granted for this work to be shared for non-commercial education purposes only. No other use, including reproduction, retransmission in any
form or by any means or editing of the information may be made without the written permission of the author. The Chicago Dental Society
does not assume any responsibility or liability for the content, accuracy, or compliance with applicable laws, and the Chicago Dental Society
shall not be sued for any claim involving the distribution of this work.

Chicago Dental Society MWM & REGIONAL MEETING COURSE EVALUATION
Speaker: Date:

Subject: Number of attendees:

PLEASE RATE YOUR SPEAKER AS TO: Excellent Good Fair Poor N/A
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Comments (use reverse if you need additional space):

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RETURN EVALUATION CARD TO: DO NOT FOLD CARD. FOR CDS PERMANENT FILES.
Chicago Dental Society
Aloysius F. Kleszynski, DDS
401 N. Michigan Ave., Suite 200, Chicago, IL 60611-5585

Banta Consulting

No Games! Manage Collections &
Accounts Receivables…your Way

Sponsored by:
Chicago Dental Society

Banta Consulting, Inc.
Seminar Materials

No Games! Manage Insurance and
Accounts Receivables…Your Way

presented by
Lois J. Banta

33010 NE Pink Hill Rd
Grain Valley, MO 64029
816-847-2055
816-847-5962
lois@bantaconsulting.com
Website: www.bantaconsulting.com

Topics:
 Communication Skills
 Narratives & Other Secrets
 Tracking Insurance Claims
 Tracking Accounts Receivable

Please note: This workshop is offered as information only and not as financial,
accounting or legal advice.

Seminar attendees may make photocopies of these pages for internal office use only. These forms may not
be copied for distribution to others.
Banta Consulting, Inc. Page 2 of 11 ©2000 updated annually
33010 E Pink Hill Rd lois@bantaconsulting.com 816-847-2055-Office
Grain Valley, MO 64029 www.bantaconsulting.com 816-847-5962-Fax

Seminar Materials

Communication Skills

1. Getting to know your patient

Actual Size 7 ¼” X 2 1/8”
NEW PATIENT INFORMATION STICKER SAMPLE
Name Date Date of Appt
Street City State Zip
Home Phone Work Phone Cell Phone
Appointed for Referred by
2001Banta Consulting, Inc.
Previous DDS Phone
Last dental visit X-rays available? Date of request
Medical problems Pre Med?
Allergies Dental problems
DENTAL BENEFIT PLAN? Employer & address
Carrier & address SS#

Actual size 7 ¼” X 2 1/8”
INSURANCE INFORMATION STICKER SAMPLE
2001Banta Consulting, Inc.
Today’s Date Employee Name
Employer SS#
Insurance Company Spoke with
Maximum Deductible Coverage year %coverage/flat fee Eff date
Preventative Perio
Restorative RCT
Major X-rays
Frequency:Exams Prophy BWX FMS Fluoride
Other Exclusions Sealant Coverage? To what age?
Missing tooth clause? NonDup clause? Coord Ben? Wait Periods?

2. Identifying your patients insurance and financial needs

3. Calling the insurance company and cutting through the red tape


Seminar Materials

Narratives And Other Secrets

1. Remember…Obnoxious Detail!

2. Get your narrative noticed

3. Send “fool proof” attachments

4. Tricks for gaining approval by FAX

5. Sending electronic claims…off the books…and into the bank

6. Predeterminations – Should we or shouldn’t we?


Seminar Materials
Narrative Sample for insurance claim

Date___________________________

Patient_________________________
Insurance Co.___________________
Group #________________________
ID#___________________________

Dear Dental Consultant:

A ___________________ has been prescribed for restoration of tooth #____
because:
_____1. The _______________________________cusp(s) has/have been
destroyed by caries or fracture and require restoration.
_____2. The _______________________________cusp(s) has/have been
undermined by caries and/or previous restorations.
_____3. The tooth has a symptomatic crack or fracture on the
________________________________surface(s).
_____4. The tooth has had endodontic treatment.
_____5. There is recurrent decay under the present___________________.
_____6. Other:
_________________________________________________
_________________________________________________
_________________________________________________
_________________________________________________

Note: Prosthesis/or restoration is/is not an initial placement.
Date of prior placement ____________________________.
Extraction date ___________________________________.
A Bitewing ______, or periapical(s) _______ x-ray(s) is /are enclosed.

Sincerely,

_______________________________________________________
Attending Dentist


Seminar Materials

Tracking Outstanding Insurance Claims

1. Four reports EVERY office should run…Why and How often?

2. What to say and what to document-Details, details, details!

3. Following up on claims – electronic and manual

4. Sending statements after insurance pays

5. Protocols and systems


Seminar Materials

Account Receivables Follow Up

1. Running and highlighting your reports

2. Making calls – what is legal and what is not

3. Documenting your efforts

4. The phone calls…when patients don’t pay

5. Sending Statements…messages


Seminar Materials

CREATIVE FINANCING

1. The secret to getting the patient to pay now…not later

2. Will that be Cash…Check…or Bankcard?

3. Signage in office…helps patients to listen with their eyes

4. Statistics to Track


Seminar Materials
XYZ Dental Office
1111 James Street
Anytown, USA 55555
(555) 555-5555

Financial Agreement for:

Patient Name _____________________________ Guarantor Name _____________________________

Previous Balance: ____________________

Estimate Total Treatment: ____________________

Estimate Insurance Payment: ____________________

Estimate Total Amount Financed: ____________________

___________ due each month for 3 months. The first payment is due at start of treatment. Payment
dates are as follows: __________ due __________, __________ due __________ and final payment
of __________ due __________.

_________________________ ___________________
Patient/Guarantor Signature Date

_________________________________ ___________________
Witness Date

_________________________________ ___________________
Parent or Guardian Signature (if pt minor) Date

Please note: Any changes in the amount paid or date payment is received will cancel this
agreement and the entire balance becomes due effective immediately.


Seminar Materials
90-Day reply letter
Date BALANCE DUE:
$____________________
Name
Address
City, State Zip

Dear ______________________,

Normally, at this time, because your account is long past due, it would be placed with our
collection attorney which could possibly affect your credit by placing a lien on property or
garnishment of wages. However, we would prefer to hear from you regarding your
preference in this matter.

PLEASE INDICATE YOUR CHOICE AND RETURN THIS FORM:
( ) 1. Please find enclosed my payment in full.
( ) 2. Please charge the balance owed to my VISA,
MASTERCARD, DISCOVER CARD. (Circle which
Card.)
ACCOUNT NUMBER______________________________
EXPIRATION DATE OF CARD _________/____________
AUTHORIZING SIGNATURE_______________________
( ) 3. I will have payment in full in your office within two weeks.
( ) 4. I will call this week to make payment arrangements.
( ) 5. I do not feel I owe the amount billed. If you do not
feel you owe the amount billed please explain below.
( ) 6. I do not intend to pay the bill. Please turn my account over
for collection. FAILURE TO RETURN THIS FORM OR
TO MAKE PAYMENT WITHIN TWO WEEKS WILL
INDICATE YOU DO NOT INTEND TO MAKE
PAYMENT.
( ) 7. COMMENTS:

Please do not hesitate to call if you have any questions regarding this matter.

Sincerely,

Financial Administrator for:

Calling on past due balances:

Seminar Materials

The rules:
 It’s about the verbal skills…Call patient at work first. Ask this question when
you reach them live: “Hello Mr. patient…this is Mrs. Molar from Dr. Tooth’s
office…I am calling about your past due balance. What is the best time for us
to have a conversation? (usually, the patient will “spill their guts” and give you
their best “my dog ate my paycheck” excuse ) Listen carefully and then
respond with: “What date will the balance arrive in our office” (NOT…when
can you send a payment or…how much can you send?!!) If the patient
responds with “I don’t have the entire balance.” Ask them…”How much are
you short?” This strategy gives the patient to offer more of a payment than
less…it REALLY works!

 If you MUST leave a message…do it in your MOST positive voice…act on the
message like they just won the lottery. Ask them to call you back regarding
their account…that’s all you can say…really!
 The “Fair Debt Collection Practices Act” considers many things harassment in
your attempt at collecting past due balances…You cannot leave a message
on a recorder about their past due balance because someone other than that
message was intended for could hear the message and bam!...you have just
harassed the patient.
 Log onto www.lawdog.com to discover your state laws regarding collections
and bad debt…state laws override federal laws.
You cannot send more than ONE “we really mean it this time…this is your final
notice”…because that is a form of harassment…if you send a final notice…you must
take action on it.

Once you get a commitment of payment amount and date you will receive it…mark
your calendar! Follow-up the day after payment is not received or YOU are the one
who loses credibility.

The key to reduced A/R
1. Collect at the time of service
2. Print and monitor reports monthly
3. Follow up and Follow through!
4. Work together as a team – it’s a total team effort to keep A/R low.
5. Celebrate your successes!!!!


C105 playing the collections, accounts receivable game

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