If a patient will not pay their bill in full, what is the first action an access representative should take?

When a patient is unable or unwilling to pay their bill in full, the first action an access representative should take is to refer the patient to a financial counselor. This is important because financial counselors are specifically trained to evaluate the patient's financial situation and can offer appropriate options that the patient might not be aware of. This could include setting up a payment plan, applying for financial assistance programs, or discussing potential discounts or sliding scale fees based on the patient’s income and circumstances.

Referring the patient to a financial counselor not only demonstrates compassion and understanding of the patient’s situation but also promotes a collaborative approach to resolving financial issues. This can help maintain the patient’s relationship with the healthcare provider while ensuring that they receive the necessary support to address their financial obligations.

Taking appropriate steps like sending the account to collections or canceling services prematurely could escalate the situation and create barriers for the patient receiving necessary care, which is often not in the best interest of the provider-patient relationship. Thus, engaging financial counseling first is the most constructive and supportive action an access representative can take.