Unused Dental Benefits

Salt Dental Practice Management

We advise our clients to notify their insured patients about their remaining benefits for the year, and to use effective communication skills to personally explain to them how to fully utilize their remaining benefits. It's called "Use it or lose it".  Those who do not have upcoming appointments, but do have treatment needs and insurance benefits left, should receive a letter and a follow up phone call.  Those who are in the office need to have this explained to them. Why?  Because we take great care of our patients and that includes helping them save money.  Many patients do not understand that if benefits are left unused they are lost.  Sadly, they paid for those benefits and they do not roll over to the next year.  Some dental professionals fear the patient may interpret this attempt to help them as being self-serving.  We think of it as a true win-win and hope you will as well.  The patient doesn't lose out on benefits they've paid for and they complete their treatment before the situation worsens and yes, you the dentist win by performing the services. 

Here are a few ideas, from consultant David Milligan, for communicating this directly to your patient.

“I noticed that you have insurance benefits left for this year.  Since you have already paid for these we can help you maximize your coverage by scheduling an appointment before the end of the year.”

“I see you have benefits remaining this year that you have already paid for.    To help you not lose that money, we should get this done for you before the end of the year.”

“Insurance companies have a “use it or lose it” mentality.  You’ve already paid for the benefits, so let’s get your work done before the end of the year so you don’t lose it.”

 “Let’s get you scheduled right away.  You have insurance benefits left this year that you have already paid for.  I wouldn't want you to lose them.”

 We find when we focus on taking great care of our patients it becomes quite easy to approach them and discuss this.  It helps to have tools such as the dialog David has listed above, as well as other practice building tips, that David has been teaching for over 14 years.  Practice saying it and then when you are comfortable with the message, add your own spin or personality to it.  We recommend you start this process right away to avoid patients waiting until the last minute and then finding your schedule is full. 

We would love to hear how you utilize this information and what your results are.

Importance of Recare

  

Recare doesn't only help your bottom line, it can save patients lives.

"According to the ADA, 78% of the adult population has some form of periodontal disease. Studies have been published linking periodontal disease to heart disease, strokes, impairment of fetal growth, and weakened immune systems. With each new study that is published, it becomes clear that there is a definite link between oral health and our general health. In fact, according to Dr. Charles Mayo of the Mayo Clinic, visiting a dentist on a regular basis can extend life expectancy by 10 years," (Schein, http://www.henryschein.com/us-en/sites/wedothat/recare.html)

Patients are busy people and it is easy for them to tell you at the front desk that they will get back to you at another time to schedule that important cleaning appointment. However, letting patients walk out the door without scheduling the next appointment may potentially put them at risk.

Having a system in place for recare is important. Start by assessing what are your procedures now? Who is in charge of it? What is the ratio of patient recare calls to appointments? What needs to be improved upon? 

Having a system in place for recare is critical to the success. Someone needs to be in charge of making recare phone calls as well as following up with reminders to patients.  

How you present the information to the patient is as important as the appointment itself. Use friendly terms that hold importance. For example, "Mrs. Etcheverry, we will want to see you back for your dental examination and cleaning in July." This helps the patient see overall importance of the appointment. It is not just a cleaning, it is a health screening. 

5 Things to Remember:

1. Give every patient the opportunity to schedule their next cleaning appointment or remind them of their next cleaning appointment when they come in the office for other matters.

2. Offer two times during days and times that you know the patient already prefers. This will limit the chance they will have something come up and need to cancel.

3. Ask with a smile in your voice.

4. Send a post card, email or phone call a few days prior to the appointment to confirm. 

5. When patients cancel ask them to reschedule then and there. 

Find Salt Dental Practice Management on:

Facebook

Twitter

Linkedin

Salt