AADOM QUICKcast – Dollars and Smiles: How to Make Payment Talks Easy

Video Description:

Talking about money with patients can feel awkward, but it doesn’t have to be! In this QUICKcast, we’ll show you how to make those conversations smooth, stress-free for both patients and your staff.
Learn simple ways to help patients understand their bills, feel comfortable making payments, and stay on top of what they owe. Plus, discover tools that can take the hassle out of managing payments so you can spend less time chasing balances and more time supporting your team.
You’ll leave with quick, easy strategies you can use right away to improve cash flow and make billing a breeze!

Course Learning Objectives:

1. Talk About Payments with Confidence:
Learn simple ways to discuss billing so patients feel informed, not overwhelmed.
2. Make Payment Conversations Easier:
Discover communication strategies that build trust and encourage on-time payments.
3. Use Tools to Simplify Billing:
See how available resources (not just technology) can reduce stress and speed up payments.
4. Take Action Right Away:
Walk away with a quick, easy plan to improve your billing process today.

Talking About Payments Doesn’t Have to Be Hard: How to Make Billing Conversations Easier

Discussing payments with patients can sometimes feel awkward—but it doesn’t have to! When handled well, these conversations can build trust, improve patient relationships, and even help your practice get paid faster. A clear and supportive approach to billing benefits everyone: patients feel more comfortable, and your team spends less time chasing overdue balances.

Why Payment Conversations Matter

For many patients, dental costs can be a source of stress. They may have questions about their bill, feel uncertain about insurance coverage, or simply forget to pay on time. One of the biggest reasons payment conversations feel difficult is that patients often don’t understand what their insurance covers.

When they’re caught off guard by an unexpected balance, it creates tension for both the patient and your team. That’s why setting clear expectations before treatment is so important. A smooth and transparent billing process isn’t just about getting paid—it’s about creating a positive patient experience. When patients understand what they owe, why they owe it, and how they can pay, they’re more likely to follow through.

How to Talk About Payments with Confidence

Here are some practical strategies to make billing discussions smoother and stress-free:

1. Set Expectations Early

Be proactive! Discuss payment expectations before treatment, whether that’s at the time of booking, during check-in, or when reviewing treatment plans. If a patient knows their insurance will only cover part of the treatment, they can plan ahead—avoiding surprise bills later.

2. Verify Insurance Before the Visit

One of the easiest ways to avoid tough payment conversations is to confirm a patient’s insurance benefits before their appointment. When you verify coverage in advance, you can inform patients about expected costs, reducing frustration and increasing on-time payments.

3. Use Simple, Supportive Language

Patients may not understand insurance terms or billing codes, so keep your language simple and reassuring. Instead of saying, “Your claim was denied due to lack of preauthorization,” try, “Your

insurance requires approval before covering this treatment. Let’s review the next steps together.”

4. Offer Solutions, Not Just Bills

If a patient is hesitant about payment, focus on solutions. Offer flexible payment options, explain financing plans, and reassure them that you’re there to help. A simple phrase like, “We want to make this easy for you. Would a payment plan help?” can go a long way.

5. Make Payment Options Clear and Convenient

The easier it is for patients to pay, the faster you’ll receive payments. Offering online payment options, card-on-file billing, or automated reminders can help reduce late or missed payments without uncomfortable conversations.

6. Train Your Team to Handle Billing and Insurance Questions with Confidence

Everyone on your team should feel comfortable answering both billing and insurance-related questions. A well-informed team creates a better patient experience and reduces confusion. Training your front desk team to quickly verify benefits, explain coverage limits, and guide patients through payment options ensures fewer denials, faster payments, and a smoother experience for everyone.

Smarter Care Starts Here: Take the Stress Out of Payment Conversations

A well-structured approach to discussing payments doesn’t just improve cash flow—it builds trust, reduces stress for both patients and your team, and enhances the overall experience at your practice. By verifying insurance upfront, setting expectations early, keeping communication clear and supportive, and offering convenient payment solutions, you can transform billing from a stressful task into a smooth and simple process.

Ready to Get Started?

Small changes can make a big impact on your billing process. Let’s start with eligibility.

With Eligibility Pro from Henry Schein One, you can verify insurance benefits before appointments, reducing delays and minimizing claim denials. By having accurate patient coverage details upfront, you’ll spend less time on back-and-forth calls with insurers and more time focusing on your patients.

A smoother billing process means fewer surprises for patients, improved cash flow for your practice, and less stress for your team. Start simplifying your billing today!

Sponsored by: Henry Schein ONE

Kara Bean is a Solutions Consultant Engineer at Henry Schein One. Her career in dentistry began over 29 years ago when she started as a dental assistant. Quickly, she transitioned into an administrative role. Working in a dental practice provided her with the foundation for her journey in the dental industry. In 2005, she became a certified software trainer and practice management consultant before joining the team at Henry Schein One in 2021. Today, she specializes in revenue cycle management processes for the Dentrix, Dentrix Ascend, and Dentrix Enterprise platforms, collaborating with the Henry Schein One teams and dental organizations to streamline operations.