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CDS Member News and ArticlesProfessional News Articles : FRONT DESK by Mary M. Byers, CAE : Market proactively by alerting patients regarding unused benefits Market proactively by alerting patients regarding unused benefitsJuly 26, 2010 The news headlines still scream that spending is down — even among the wealthy. Patients are focused on spending on needs rather than wants. Practices across the country are reporting decreased revenue up to 20% (and more in many cases). But there’s an easy, proactive approach you can take to help you end the year on a strong note. Plan now to do a fall mailing notifying patients about unused dental benefits. Insurance companies won’t do this but there’s no reason your office can’t take this step. Patients will appreciate your attention to detail and you’ll appreciate the additional dentistry your office schedules between now and the end of the year as a result. Begin by generating an unscheduled treatment plan report. This will narrow the list of patients to mail to. Then, identify patients who still have unused insurance benefits. This may take some time, but it’s well worth the return on investment you’ll receive when patients schedule with you. Prepare a letter that can be merged with the database of patients you’ve identified. In it, explain that many patients fail to use their available benefits each year. Make it clear that benefits not used by the end of the year are lost. Use a specific figure with each patient such as, “Our computer estimates that you still have $x,xxx in unused dental benefits.” Include a strong call to action such as, “Call Susie in our office at 777-7777 to schedule your available benefits and make your appointment before the end of the year.” Consider adding a discount for those who schedule by a certain date to provide additional incentive. If you have the capability to send the above via e-mail, there will be no printing or postage costs involved. You’ll simply have the cost of staff time to generate the reports, prepare an e-mail, and hit the “send” button. As you prepare the letter to patients, focus on the benefit to their oral health so that it doesn’t appear you’re simply out to do more dentistry. Make it clear your office is willing to work with them to help insure they get all the benefits they deserve. Mention any financing options you offer to help with the cost of procedures that are not covered. Make it easy for patients to say yes to schedule an appointment with you and they are more likely to do so. And you’ll say yes to an uptick in revenue, increasing the possibility of ending this year on a strong note.
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