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When a patient has an outstanding balance that they owe you, it’s important to make a distinction: there are some patients who are not able to pay – I recommend that you be compassionate, creative, and generous with those folks. Almost all of them want to pay in some way. Then there are the other type, those patients who are choosing not to pay. Those folks should be held responsible, and may need to be reminded that they owe you for the service you provided. 

First off, using a collection agency is entirely your choice as the business owner. There is no requirement anywhere that you ever send a patient to collections, and you don’t have to if you don’t want to. We have worked with many medical groups who choose never to send a patient to collections, and they have that in their policies. Whatever you decide, make it a clinic-wide policy, and be consistent.

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