Money talks, as the adage has it, but the truth is that most people would rather not talk about money. Especially, as happens all too often in dentistry, when it comes to discussing a treatment plan that might be more than a patient can afford to pay at once. Such conversations can feel awkward and intrusive, and, as Catlin Zuniga, vice president of sales at Wellfit Technologies, puts it, put the dental office in the position of “diagnosing the patient’s wallet versus their mouth.”
No wonder many patients avoid the situation by forgoing dental care entirely. In the United States, financial barriers to healthcare are highest when it comes to dental care, especially for older and working-age adults without dental insurance. Ultimately, however, neglecting regular oral healthcare comes with an even higher price tag, as untreated problems worsen and even begin to affect overall health. When oral disease can no longer be ignored, neither can the question of how to pay for it.
Patient financing offers a solution to helping patients accept treatment plans, but the conversation can still be stressful for both the team member leading it and the patient receiving the information. Patient-led financing, on the other hand, allows the patient to take control of their decision. In this scenario, the patient can privately review multiple financing options and still sign up in the office for same-day treatment.
“At the end of the day, it’s imperative that patients be able to say yes to a treatment plan that makes sense to their family, whether it’s a no-interest product or a longer term solution that’s going to fit their monthly budget,” said Zuniga. “We want to be able to support that.”
No Pressure, No Embarrassment
Patterson CarePay+, a comprehensive financing solution powered by Wellfit Technologies, helps practices streamline operations and boost case acceptance. Providing access to a dental financing marketplace, support for hassle-free payment arrangements and customizable dental plans, Patterson CarePay+ provides practices and patients with a convenient and simple approach to the sticky subject of money.
“About 70% of patients can’t afford a medical bill that’s over $3,000,” Zuniga noted. “Patient financing really opens the door to optimal dental care. Our goal is the office’s goal: Make sure patients can say yes, because everyone deserves optimal care.”
On the practice side, attaining this goal is as easy as a click within Patterson Dental’s Eaglesoft practice management software. Seamlessly integrated, Patterson CarePay+ is fully accessible without leaving the Eaglesoft interface.
To allow patients to explore the financing marketplace, a team member simply chooses it on their screen and then can either let the patient view their options on an office computer or tablet or send them a text link that they can use on their phone. Or, for maximum convenience, the patient can simply scan a QR code, which will take them to the marketplace. After completion of the approval process, financing information automatically posts to the patient’s chart.
For the patient, there is no pressure to be “sold” specific terms to receive care. They can browse the marketplace at home in consultation with their family, or they can sign up and accept treatment on the spot.
“It takes the stress away from team members, like the office manager or the treatment coordinator, because the patient can access and fulfill the application themselves, without discussing it with a staff member. So it’s more private,” said Tracey Kroehle, a customer success specialist at Wellfit.
“And every patient gets a yes,” she added. “There’s not that awkwardness as with other types of financing. There will be a solution that works for every patient.”
Payment Solutions for Patients and Practices
For patients who don’t qualify for financing, other solutions help avoid any administrative burden on the practice. For example, a patient might choose automated payment arrangements through their credit card. Patterson CarePay+ handles the paperwork and running payments, and the practice collects the money.
“A lot of offices do in-office payment plans, but the collections are quite challenging,” noted Zuniga. “They have to run the payments, make sure the credit card isn’t expired, decide whether to collect a down payment and if so, how much. With Patterson CarePay+, if patients don’t qualify for the financing marketplace, it offers them a payment arrangement. With that, we can run payments automatically for the office, and they post to Eaglesoft.”
“The practice doesn’t have to call patients and say they need to run the credit card,” added Kroehle.
“It’s a seamless integration that supports patients as well,” said Zuniga. “Leveraging technology is really what we’re about.”
To that end, Patterson CarePay+ also supports convenient, in-office credit card payments through the use of wireless handheld payment devices that can even be used chairside.
Preventative Support
Financing is critical for complex treatment plans, but supporting access to regular care for uninsured or underinsured patients is just as important. Kroehle observed that giving a one-time discount to such patients may help them once, but it doesn’t guarantee they’ll return in six months. Office discount plans encourage retention, but can be time consuming to set up and administer. Patterson CarePay+ can take the setup and collection tasks off the practice’s plate, and patients benefit.
Kroehle explained that patients can choose from different plans, such as prophylactic, periodontal, and family plans, depending on what they need. “Practices get to customize what theywant the plans to cost and how much of a discount to offer off other codes,” she continued. “It creates loyalty with a lot of patients. If they have a discount plan that’s good for the whole year, they’re more likely to come back in.”
“Also, the office gets to keep most of the money,” Kroehle said. “They get paid up front, it goes straight to the bottom line and they don’t have to write narratives for insurance claims. It really is a good thing.”
Simplify Life
“I joke that I might still be an office manager if this was available years ago,” laughed Kroehle. “We’re passionate about it. It’s life changing.” She acknowledged that change can be intimidating, but noted that once offices begin to use Patterson CarePay+, they quickly embrace it. “My best advice is to just start using it,” she said.
“The success rate has been huge,” Kroehle added. “Our statistics show a 3% increase in production and 4% increase in financing with patients because Patterson CarePay+ took the awkwardness out of it.”
“Doctors and team members just want to continue to do treatments,” Zuniga concluded. “They want to be able to support their patients with optimal care and take the more administrative part out of it. That’s where we really are able to support. Offices can enjoy the freedom to focus on patients’ needs while we take care of the rest.”
“Patient financing really opens the door to optimal dental care. Our goal is the office’s goal: Make sure patients can say yes, because everyone deserves optimal care.”
– Catlin Zuniga, vice president of sales, Wellfit Technologies
Reference
Vujicic M, Buchmueller T, Klein R. Dental care presents
the highest level of financial barriers, compared
to other types of health care services. Health Aff.
2016;35(12):2176-82. doi:10.1377/hlthaff.2016.0800
