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Collect Fees Effectively
Category: Staff Training
Author: George Hutchby, BBA, MS, DC
8543 El Camino Real, Atascadero, CA 93422-5366
Telephone: (805) 461-3212
Publication: 57-page softbound booklet
Editor's note: For the review on this book, Dr. Eggleston felt the
most appropriate person to undertake the task was Donna, his
chiropractic assistant, whose judgment he highly regards in these
matters. In 1992, Dr. Eggleston said Donna collected 94 percent of
his billed services, some of which were on liens. Donna has 20 years
experience in dental and chiropractic offices. Dr. Eggleston
recommends her opinion.
Collecting money for the doctor's services is critical in a
successful practice. This book suggests that every office must have
written policies regarding collection of money and that employees
must simply "follow the policy." The suggestions made by Dr.
Hutchby are a good starting point in developing your office's
collection policy.
However, I have some contention with several ideas suggested in the
book. For example, it says that the CA tell all new patients who
call on the telephone that payment is due at the time of treatment.
It then suggests that as new patients arrive for the first
appointment, the CA again remind them that payment is due at the
time of treatment. In my opinion, this makes the office appear as
if money is the primary concern. I believe we should be letting
patients know that their health is our primary concern and recommend
against discussing fees until we have at least rendered some service,
unless, of course, they ask.
While the book suggested ideas for collecting, the author was vague
on details of how to implement those ideas. There was good
information about harassment laws and how to avoid some common
mistakes in collecting money.
Overall, Collect Fees Effectively is a good starter book for
beginners and a refresher for experienced CAs with low collection
percentages. There were many good ideas, but do not buy the book
and give it to your CA to read. The doctor must read it and
participate actively in the formulation of your written collection
policies.
Donna's Rating: 7
Steven C. Eggleston, D.C.
Huntington Beach, California
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