Below are some patient comments and suggested responses, for role-playing exercises by patient access leaders at Adreima in Jacksonville, FL:
• “I don’t have a deductible.”
Answer: “Based on your insurance card and coverage, we’ve confirmed that you do have a deductible based on your plan.”
• “My insurance company is wrong.”
Answer: “I’ve confirmed that the insurance company was contacted, and the amount due is valid based on your current health plan.
• “I’m unemployed.”
Answer: “I’m sorry to hear that. Hopefully, your situation will change soon. Are you able to make a small payment and set up an arrangement?”
• “I will pay when the insurance company pays.”
Answer: “The insurance has been submitted, and the insurance company responded with your responsibility. Since your insurance is valid, they will pay upon receipt of the claim. But we would appreciate it if you could go ahead and make your payment for the service rendered.”
• “I always come to this facility, and you never ask for payment.”
Answer: “With the benefit of having insurance, you have a shared responsibility that includes your co-payment or deductible. This is a part of the process that’s currently in effect at _____. As always, we appreciate you choosing ______. This is our current policy on payment collections. Since your service has been rendered, payment for the service is expected.”
• “I’m on a fixed income/I can’t afford it right now.”
Answer: “I can understand your financial situation. We can come up with a plan to assist you with getting this paid. What can you deposit today?”
• “My purse/wallet is in the car.”
Answer: “While you’re waiting, can your spouse/family/friend retrieve it for you? I can come back to your room to retrieve the payment and provide you with proof of payment to take with you.”
• “I only have $___ today.”
Answer: “Wonderful. We can accept what you have today, and bill you for the rest. This will help pay toward your balance.”
