Collections vs Care: Balancing Revenue and Great Patient Care

In today’s healthcare environment, balancing exceptional patient care with financial profitability can be a challenging endeavor. Dr. Adam Rosa, a distinguished optometrist, recently shared his insights on this delicate balance. This blog delves into Dr. Rosa’s expertise, focusing on the intersection of patient care and collections, and how to optimize income while providing incredible patient experiences.

The Balance Between Care and Profitability

Dr. Rosa opens the conversation by addressing the common misconception that providing exceptional patient care will naturally lead to profitability. He explains, “If we provide excellent, just above and beyond patient care, the profitability will just naturally come. And, you know, that’s not totally untrue. But, it’s not exactly one hundred percent true either.”

Dr. Rosa emphasizes that while exceptional care is essential, it must be coupled with strategic business practices to ensure profitability. This involves finding a balance where patient care and collections intersect, allowing for both superior service and financial health.

Online Scheduling: A Win-Win Solution

One of the key strategies Dr. Rosa advocates for is the implementation of online scheduling. This tool, he argues, significantly enhances patient experience and operational efficiency. “We’ve been doing this for a while now in our clinic. And I really feel that this is a great way for us to elevate the patient experience and also be profitable.”

Dr. Rosa notes that online scheduling is particularly appealing to younger demographics, such as millennials and Gen Z, who appreciate the convenience of booking appointments at their own leisure. He shares anecdotal evidence from his practice, highlighting that many patients have chosen his clinic specifically because of the ability to schedule appointments online. This not only fills up the appointment book but also caters to the modern expectations of patients.

Enhancing Collections with Weave Payments

Another innovative approach discussed by Dr. Rosa is the use of secure payment links. This method allows clinics to send secure links to patients, facilitating faster and more convenient collections. “We’re able to send out a message to patients that says, ‘Hey, you know, we need to collect XYZ dollars from you. Click this encoded link.’ They can put in their payment information and send that payment straight to your office.”

This method addresses common patient concerns about providing credit card information over the phone and ensures that payments are collected promptly. Whether it’s for optical purchases or contact lens trials, using secure payment links offers an efficient way to handle transactions, improving cash flow and patient satisfaction.

Personalizing the Optical Experience

Dr. Rosa also discusses how his practice has personalized the optical experience to increase sales and enhance patient satisfaction. One effective strategy is the meticulous handoff from the optometrist to the optician. Instead of a generic approach, Dr. Rosa uses an electronic doorbell system to ensure opticians are ready to meet patients immediately, creating a seamless and professional transition.

“We have an opportunity to have this closed doors discussion with the optician and the patient about what they need. And at that point, the conversation is not that dissimilar from what we might have done up in the optical, but it looks a little smoother.”

Additionally, his practice offers a first-class service by providing patients with a choice of still or sparkling water while they are being styled for glasses. This simple yet thoughtful gesture has led to a notable increase in sales, as it encourages patients to stay and engage with the service rather than seeking alternatives elsewhere.

Styling Patients for Success

Dr. Rosa’s approach to styling patients involves opticians selecting frames for the patients rather than letting them browse independently. This curated experience allows patients to try on high-end brands and find the perfect fit, guided by professional advice. “We have three brands in our office that are kind of our top of the line brands. And the opticians know that their job is to go grab three styles. At least one of those styles has to come from one of our halo brands.”

This personalized attention not only elevates the patient experience but also increases the likelihood of purchasing higher-end products, thereby boosting profitability.

Celebrating Technology with Retinal Screenings

Retinal screenings are another area where Dr. Rosa sees a significant opportunity to enhance patient care and collections. By celebrating and thoroughly explaining the technology used in screenings, patients understand the value of these procedures and are more likely to participate regularly. Dr. Rosa stresses the importance of discussing the results with patients, ensuring they see the relevance to their overall health.

“I really need to be making sure we’re pulling up those images, and we could be the best doctor in the world. But if we don’t tell the patients what we’re doing and why that technology is helpful and important, patients don’t know that we’re the best doctor in the world.”

Conclusion: Integrating Care and Collections

Dr. Rosa’s insights underscore the importance of integrating patient care with strategic business practices. By leveraging tools like online scheduling and seamless digital payments, personalizing the optical experience, and celebrating advanced technologies, healthcare providers can optimize both patient satisfaction and profitability.

For those interested in learning more about these strategies, Dr. Rosa’s full interview provides in-depth discussions and additional tips. Check out the full video to explore how you can implement these practices in your own clinic.

In conclusion, the delicate balance between care and collections is achievable with thoughtful implementation of modern tools and personalized patient experiences. Dr. Rosa’s approach offers a roadmap for healthcare providers aiming to excel in both areas, ensuring sustainable success in today’s competitive landscape.

Want more Happy Practice content? Be sure to follow us on: