Patients just click on the secure link in the reminder message to pay their balance with a debit, credit, or health savings account card. With a digital payment reminder tool, you can send patients a text message or email immediately after the appointment to remit their telehealth copay online. When is it best to collect copays and other payments for telehealth appointments? Make net collection rate a key performance indicator (KPI) and track it.Give patients self-service digital payment options like secure payments on your practice website, patient portal, or with a digital payment tool.Make it easy and convenient for patients to pay.Educate patients about the payment process.You can increase your collection rates and get faster payments by adhering to these proven guidelines: How can I increase the chances of patients making their copays for telehealth visits? A recent study found that 61% of patients using telehealth for primary care visits didn’t need to see their doctor in person within the next 90 days. To top it off, it’s not like you can just collect copayments at patients’ next in-office visit. Having staff members jot down credit card details over the phone or via video chat can lead to payment errors if the information is misheard or keyed in incorrectly. American Express and other credit card companies have strict rules for “card not present” transactions. Taking down credit card information over the phone or a video chat is also problematic.
Often, there’s simply neither time nor a natural opportunity during the appointment to collect copays. Similarly, providers and staff are busy coordinating the logistics of the visit to ensure patients have a smooth and worry-free experience. Plus, they may not have forms of payment readily accessible during the call. Patients are often occupied with the technical aspects of connecting for the call and meeting with the provider. You can receive copays during check-in or when patients complete patient information and insurance forms during electronic intake.īut when a patient participates in care remotely, things can get a little tricky. There’s a built-in expectation of payment for services and you’ve got several opportunities in the workflow to collect payment.
Getting copays in the physician’s office is typically a cinch.
Why is collecting copays for telehealth appointments more difficult? By tweaking your process and leaning on technology, you can ensure patients have a seamless payment experience while positioning your practice to get paid faster and more efficiently. Let’s take a look at some of the hurdles practices face collecting copays for telemedicine appointments, some tips for increasing your collection rates, and best practices on optimal timing for billing patients. Collecting payments has always been an uphill battle for practices, and telehealth has only added to the complexity. Let’s face it it’s much easier to collect copays during face-to-face office visits than it is during remote video chat or phone visits with patients. However, collecting patient payments at telehealth services can be difficult. For certain appointment types like check-ins and consultations, virtual care visits give patients and providers greater flexibility and increased patient access, and they can help patients overcome distance and transportation barriers. Telehealth appointments offer practices and specialty offices a valuable alternative to traditional in-office care.
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