The point-of-service is a vital connection between healthcare organizations and their patients. Medical professionals only have so much time to discuss the business aspects of a patient's visit during a visit, since caring for them comes first. Facilities need an effective point-of-service to confidently collect payments in addition to the rest of the information they need to manage. In an ideal situation, the point-of-service informs and works with patients, securely collects payments, and offers a touch point for patients inside and out of the facility.
Front-Desk Staff Need to be Proactive
A great way to be proactive is by calling patients ahead of time or speaking to them about payments when they come up to the front desk to check in. When they broach the subject and share some basic details, it's simple for your front-desk staff to point them toward a solution that works best for both parties. Even for something as simple as forgetting a way to pay when they visit, it's easier to address the issue and make a plan of action right away.
However, equally proactive patients are a relatively rare breed. Some patients won't reveal issues they know of unless they're prompted, and many others simply won't plan on their payments before it's absolutely necessary. That's why front-desk staff have to understand how to both draw information out of patients and guide them toward mutually beneficial solutions. They also have to share information about payment responsibility, with both new and existing patients. The good news for healthcare providers is advanced payment solutions facilitate a wide variety of payment types which offer tools like payment plans, giving patients more flexible terms.
There are also recordkeeping and accuracy items when it comes to the point-of-service. Staff should have the ability to easily and securely record payments, limiting the need for manual data entry and potential for errors. There's also the concern of dealing with inaccurate or duplicate payments. This is another area where payment solutions come into play, offering tools to complete both tasks to make the point-of-service even more effective.