Dentaltown August 2017 - 58
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58
AUGUST 2017 // dentaltown.com
last thing you want is the patient accepting treatment that is only
covered by insurance because they don't have an immediate way
to pay for their portion.
When discussing insurance, fees and payment options, start by
immediately sharing the patient's responsibility.
"Mrs. Jones, the treatment the doctor recommends to get you
healthy and help keep your teeth for life is $1,500. The good news
is, we're estimating your benefits will contribute $800 to the cost
of your care. That means your portion of the cost of care is $700.
That's much better than $1,500, isn't it?"
After sharing the patient's portion, stay quiet and let them
respond. There is no need to immediately jump in with solutions
because the patient hasn't expressed any concerns that need solving.
If the patient responds with what I call "the look" or immediately
expresses cost concerns, then it's time to empathize and provide
payment options.
"Wow. That's a lot of money. I wasn't prepared for that. I thought
insurance would cover everything."
"Mrs. Jones, I understand your concerns. Many of our patients
are not aware that their benefits have most likely changed and
that the portion of care covered is less than it may have been in
the past. We do have a way for you to break down that $700 into
more manageable payments, possibly less than $150 a month. Are
you okay with me talking to you about that?"
If the patient responds that a monthly payment would work,
then it is time to schedule the treatment. But if there is additional
pushback, it may be that they are not clear about the treatment
and its benefits, are fearful, or have another obstacle that must
be addressed. Or, quite possibly, the patient wants to take time
to think about it. At this point, it's important to gain permission
to follow up with the patient and then do so within two to three
days. Keep in mind that a patient's refusal of treatment is not
a one-time disappointment. Offering a second consultation or
following up by phone can provide another opportunity to help
the patient get the care they need.
"Mrs. Jones, I want you to be comfortable moving forward with
the treatment the doctor has recommended for you. May I follow
up with you in the next few days so we can talk about treatment
a little further?"
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Table of Contents for the Digital Edition of Dentaltown August 2017
Dentaltown August 2017 - Intro
Dentaltown August 2017 - Cover1
Dentaltown August 2017 - Cover2
Dentaltown August 2017 - 1
Dentaltown August 2017 - 2
Dentaltown August 2017 - 3
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Dentaltown August 2017 - Cover3
Dentaltown August 2017 - Cover4
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