Patient Financial Communication Tips and Scripts

Paying for health and wellness visits and procedures can be a challenge for many people. Even with health insurance, covered individuals still may have to pay deductibles, copayments and other out-of-pocket expenses that can add up fast.

Having financial conversations throughout the patient or client journey can not only help people understand how much they will have to pay but also what payment solutions are available to help them meet their responsibilities.

Understanding when and how to approach these conversations goes a long way in instilling trust with the patient or client and helping them get the care they need. In this article, we share tips and scripts you can use for discussing costs and financing solutions such as CareCredit.

Why Is It Important to Have Financial Conversations Throughout the Patient Journey?

Cost remains a major area of concern for patients and clients when they see health and wellness providers.

According to CareCredit's Healthcare Journey Research Consumers and Providers study, 1 out of every 2 patients struggles to pay for out-of-pocket health and wellness expenses. Additionally, 1 in 2 delays care due to out-of-pocket expenses.¹

Having financial conversations early and throughout the patient or client journey helps both patients and practices by:

• Setting the right expectations with the patient or client
• Helping with their decision-making
• Helping them consider additional payment options
• Making care more accessible

The CareCredit study also found that 55% of patients surveyed want to discuss payment options before they even schedule an appointment.¹ Therefore, health and wellness providers shouldn’t shy away from these conversations at the start of the process.

The key moments to have cost discussions with the patient or client are:

• When patients or clients are searching for initial information on the practice website
• During the initial call and appointment reminder calls
• In the office
• After the appointment

Patient Financial Communication Best Practices

For effective patient financial conversations, follow these best practices before, during and after care so patients or clients fully understand their financial responsibility and the available patient payment solutions.

Before

• Have information about costs and payment options (such as the CareCredit credit card) available on your website. In addition, use signage and visual aids to inform patients or clients of various payment solutions.
• Look up the patient's insurance coverage to help them determine their out-of-pocket expenses.
• Discuss costs and payment options early for increased transparency. Share this information with everyone, as you never know who may need or want this information.
• Train your team to effectively communicate with patients or clients (such as through scripts and practice role-play exercises).

During

• Use easy-to-understand language when discussing cost (avoid using too much jargon).
• Answer questions and repeat or rephrase information to ensure patients or clients understand the answers to their questions.
• Take note of when patients or clients may need additional assistance to understand their financial responsibilities (such as due to literacy issues, vision or hearing deficits, caregivers assisting with payments or the need for a medical interpreter).
• Discuss and agree upon the best approach to meet financial responsibilities.

After

• Note the patient or client’s communication preferences (phone, email, text, physical copies sent by mail, online portal and others).
• Be sensitive to each person's financial circumstances. Speak with empathy and without judgment so the patient or client feels more comfortable discussing their financial needs and options.
• Accept a variety of payment methods (debit or credit card, website or online payment portal, check, mobile payment app with QR code, self-service interactive voice response (IVR) automated phone technology, an automated payment plan or conventional monthly payments).

Financial Conversation Scripts: How to Discuss Financing Options

The use of scripts is a quick and easy way to have those cost conversations that educate patients or clients so they can make informed decisions about their care. Here are some scripts you can have your staff use to inform patients and clients about additional payment options, using flexible financing through CareCredit as an example.

During the initial call

Patient: How much do you charge for [specific service or treatment]?

Practice: Our price varies based on the specific service or treatment you need as well as your insurance coverage. We accept a variety of payment options, including the CareCredit credit card. If you are approved, flexible financing is available that allows you to make convenient monthly payments. The first step is meeting with the doctor. We have an opening on Thursday afternoon. Does that work for you?

During the appointment reminder call

Practice: Hi! I’m calling to confirm your appointment for Thursday. Does that still work with your schedule?

Patient: It does, but I’m worried I don’t have the budget to pay for treatment right now.

Practice: We want to help you get the care you want and need, which is why we accept CareCredit. It’s a health and wellness credit card with promotional financing to help you fit the procedures you want into your budget.

Patient: I already have a credit card. How is this different?

Practice: With a CareCredit credit card, promotional financing is available for purchases of $200 or more. If you're approved, the card can be used repeatedly to help manage the cost of additional treatments over time. If you're interested in learning more about CareCredit, we can see if you prequalify without affecting your credit score.

At check-in

Practice: Thanks for coming in. The doctor will be with you in a moment. When reviewing treatment options with the doctor, keep in mind that we do accept the CareCredit health and wellness credit card. Would you like to review some information about it while you wait?

Patient: How long will it take to apply?

Practice: It only takes a few minutes. You can see if you prequalify with no impact to your credit score, and if you’re approved, you can apply right away.

Before they leave

Patient: I’m ready to schedule my procedure.

Practice: That’s great! I can get your procedure scheduled right now. Did you know we offer flexible financing with the CareCredit health and wellness credit card? If you’re approved, you can use it to pay for your care over time. Would you like to learn more about this option?

— Or —

Patient: I need to think it over. What’s the cost?

Practice: The total cost for this procedure is [insert cost]. On purchases of $200 or more, the CareCredit credit card offers financing with deferred interest if paid in full within [insert number] months. If approved, it looks like your suggested monthly payment could be [insert cost] with CareCredit. Would you like to learn more?

For scripts tailored to a specific industry, explore CareCredit's downloadable financial conversation guides:

• Animal and pet care
• Chiropractic care
• Cosmetic surgery
• Day spas and salons
• Dermatology
• Hearing care
• Med spa
• Ophthalmology
• Optometry
• Orthodontics

Offer Flexible Financing at Your Practice

If you are looking for a way to connect your patients or clients with flexible financing that empowers them to pay for the care they want and need, consider offering CareCredit as a financing solution. CareCredit allows cardholders to pay for out-of-pocket health and wellness expenses over time while helping enhance the payments process for your practice or business.

When you accept CareCredit, patients or clients can see if they prequalify with no impact to their credit score, and those who apply, if approved, can take advantage of special financing on qualifying purchases.* Additionally, you will be paid directly within two business days.

Learn more about the CareCredit credit card as a financing solution or start the provider enrollment process by filling out this form.

Author Bio

Karon Warren is a freelance writer and editor with more than 20 years of experience covering small business and personal finance. In addition to her B2B writing experience in the healthcare industry, she has researched and written about finance topics related to banking, mortgages, credit cards, savings and more.

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