EPISODE SUMMARY

This week on The Claim Game, Jeremy and Kathryn Zug make the final move in the Patient Registration territory of the RCM Game Board: 

Checkout. It’s easy to think the work is done when a session is over, but this final step is absolutely critical for a practice’s revenue cycle and reputation.

We break down the key elements of a solid checkout process—from physically guiding the patient to the checkout person and ensuring payment authorization works, to the essential practice of scheduling the next appointment on the spot. We discuss the tactical process for handling outstanding patient balances, including setting up payment plans for past due debt before the patient leaves the desk. Most importantly, we cover how to talk about money without damaging your relationship with the client, proving that clear, well-trained communication is the ultimate tool for diffusing emotion.

Plus, hear a fascinating case study about a practice that revolutionized its efficiency by measuring a single, unexpected KPI at checkout.

KEYWORDS

Private Practice, Revenue Cycle Management, Medical Billing, Insurance Billing, Mental Health Billing, Patient Checkout, Cash Flow, Patient Collections, Practice Growth, RCM Best Practices

TAKEAWAYS

Checkout Closes the Loop: A patient’s registration isn't complete until the first checkout has successfully happened, and this process is a major reputation-building activity.

The Three Key Actions at Checkout: A solid checkout process focuses on three tactical elements: 1) Collecting payment (and verifying the payment authorization works); 2) Scheduling the next appointment ; and 3) Offering to answer any questions.

Resolve Past Due Balances Now: Do not allow patients to leave the desk if they have past due balances without setting up a clear payment plan. Practice Solutions’ policy is to collect the current balance in full and set up a plan for the historical debt; you don't want to add to the debt.

Communication is the Key to Customer Service: Make sure your checkout person is extremely well-trained and good with people. Information is so good at diffusing emotion. They need to be able to clearly read an ERA or claims notes to explain why a balance exists in layman's terms—turning a potential confrontation into a transparent discussion.

Pitfalls to Avoid: The biggest pitfalls are failing to collect payment at the time of service, which leads to patient aging, and surprising patients with unexpected bills months or years later. Your patient aging shouldn't exist.

Essential Tools: Two key tools are the Payment Authorization Form (a legally binding document giving permission to charge a card) and the Checkout Checklist (a procedural guide for staff). These ensure consistent and correct application of your financial policies and empower your staff to have clear conversations about money.

CHAPTERS

00:00 Introduction: Completing the Registration Journey

03:48 Turning Checkouts into Cash Flow

08:14 Money Conversations that Build Trust

13:05 Avoiding Checkout Pitfalls

16:30 Power Tools for the Front Desk

20:26 Case Study: When Checkout Data Changes Everything

24:46 Conclusion: Checkouts that Build Reputation

26:21 Resources and Educational Opportunities

RESOURCES

Today Sponsors: Blueprint

Learn More About The Claim Game: Visit practicesol.com/podcast

The Hourglass Learning Hub: Dive deeper into RCM best practices and downloadable tools mentioned in this episode, like the various checklists and templates, by visiting The Hourglass Learning Hub.

Our Blog: Explore years of educational articles on billing and practice management at Practice Solutions Blog.

Book: For a comprehensive guide on navigating insurance, grab your copy of Insurance Billing Basics: Steps for Therapists to Successfully Take Insurance.

Images: Checkout Checklist, Payment Authorization Form

Get full access to The Claim Game at jeremyzug.substack.com/subscribe