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How to talk to dental patients about account balances

NOT QUITE SURE HOW TO TALK TO DENTAL PATIENTS ABOUT ACCOUNT BALANCES? Watch this YouTube Exclusive with Laura Hatch to hear tricks and tips to help your team through these conversations often faced in the front office. We recently had a member reach out with questions about discussing account balances with patients, more specifically, they were in need of guidance in explaining an unexpected balance to an upset patient. Unfortunately, we can do our best to estimate the insurance, to estimate what the patient will have to pay, and still even after the pre-authorizations and the predeterminations, sometimes things just don’t work out, leaving the patient with a balance they may not have been expecting. This is a topic we cover in depth in our training courses at Front Office Rocks and would also like to address in our conversation here because it is an important one! We need to understand that we are talking about a sensitive subject when we are talking to patients about money. We are talking to them about paying money for something they don’t necessarily want to have and not only are we discussing one but TWO topics that your patients probably DON’T want to talk about, DENTISTRY & MONEY!! To help your dental team better communicate through their next conversation with a patient upset about an unexpected account balance, Laura shares the following advice in this video: 1. Remember these are sensitive subjects we are discussing with our patients! 2. Remember the person on the other end of the phone, is just that - a PERSON. 3. Sometimes we need to put ourselves in the patient's ‘shoes’ for a moment. 4. When we are talking to patients, it is okay to recognize when they are not happy. It is okay to acknowledge how that patient feels, to agree with your patient and show patients empathy. 5. AND always remember that when a patient is upset or mad, they are not mad at YOU necessarily, they are simply upset with the situation. Our job is to be there to help the patient through these situations that can often arise in a dental office and we need to work with the patient to help them! Have you had success with similar patient communications to add to our list? Please feel free to add yours to the conversation in the comments below! DID YOU KNOW WE HAVE TRAINING VIDEOS AND RESOURCES TO HELP YOUR TEAM AT FRONT OFFICE ROCKS? Not a member yet? Get started with a membership at Front Office Rocks to explore and share our growing library of dental team training videos, documents and resources with your dental team! https://frontofficerocks.com/dental-t... INTERESTED IN ATTENDING OUR UPCOMING LIVE DENTAL TRAINING WORKSHOPS? Join our team LIVE for a Workshop or purchase a Virtual Ticket for your team to tune in virtually from the comfort and ease of your office! https://frontofficerocks.com/live-den... Follow along with our other social media channels! Find Laura and Front Office Rocks online via: Instagram   / frontofficerocks   Facebook   / frontofficerocks   Twitter   / dentalrockstars