It’s a really bad idea.
No, seriously, despite what everyone else says it’s a terrible idea to ask for insurance info on the new patient phone call for lots of reasons. At least we think it is. Here’s why:
- You don’t have time and the caller definitely does not have time. Don’t waste the time you have. Don’t bog down the conversation. Don’t dampen the caller’s enthusiasm to come see you. Don’t bore them with details. Don’t make them work to get an appointment to pay you money. Don’t ask for their insurance info on the new patient call!
- If they don’t have insurance you don’t want to put into their head the idea that they need to wait to come see you AFTER they get insurance! Don’t ask for their insurance info on the new patient call!
- No one wants to give too much info to you before they decide to do business with you! Think about your own experience. How many times have you wanted to look into something, get more info or even make an appointment with an office or a business but they asked for so much info that you felt uncomfortable and changed your mind? Don’t ask for their insurance info on the new patient call!
- The best chance you have for getting the start is with the new patient sitting in your office getting your best new patient experience. Don’t do anything to make the NP call less than awesome or discourage them from showing up. Don’t ask for their insurance info on the new patient call!
- Don’t waste time getting insurance authorization for people who don’t show up. Don’t ask for their insurance info on the new patient call!
- People are very understanding about having to wait a bit for insurance verification once they have decided to do business with you or even once they have arrived at the office. You have time. Don’t ask for their insurance info on the new patient call!
- You can usually give the patient enough info about the the financing so that you can start even without verification because you’ve probably seen patients from the same employer before. We say something like, “This insurance usually pays…. and if it does this is what we expect your payments will be… but even if it doesn’t pay anything this is the max you will pay…”. It’s rare that we can’t get verification but this scripting works most of the time in those rare occasions. Don’t ask for their insurance info on the new patient call!
- Get them in the door THEN worry about the details not the other way around! Would you rather have them show up and have to get the info then or demand the info up front but the patient decides not to show? This goes for all the info on the new patient phone call you ask for. Really all you need is a first name, phone number and appointment date/time. The rest can wait and does in our office! Don’t ask for their insurance info on the new patient call!
And for those of you who are not convinced but still made it this far, here’s a pro tip on calling the insurance company for verification when you need it in a hurry… push the button for the Spanish language option – the wait is usually less than the English language que and the person who answers will be bilingual 🙂 Don’t tell them I told you!
Have a great day!