Emergency department registrars use this scripting to collect copays at the Cooper Health System in Camden, NJ:

“According to your insurance benefit, you will be responsible for ($) co-payment. Cooper accepts cash, credit card, checks, or money orders. How would you like to make this payment today? Thank you for making your payment today, and thank you for choosing Cooper!”

  • If the patient states they are not able to pay the full amount: Encourage the patient to make a partial payment, reiterating that cash, credit card, checks, or money orders will be accepted.
  • If the patients state they do not have any cash to make payment: Inform the patients that Cooper will accept a payment in the form of credit card, debit card (if applicable), check, or money order.
  • If the patients question having to make a payment and state that they haven’t had to pay in the past: “There is a possibility that you may not have been required to make a payment in the past. However, your active benefit plan requires a payment of ($) at the time of service. How would you like to make this payment today?”