On Plan No-Pay/Show #
No-Show Procedure “Triggers” #
1. Patient has declined payment(s) with no response to declined payment message
- Patient has been through MUD procedure and not made up appointments.
Procedure #
Week One if No Contact #
Schedule:
OpCor – Sends a message (from D.C.) on Monday and Wednesday, reminding the patient to reschedule missed appointments.
Payment:
BOCA – Sends a message on Tuesday and Thursday, reminding payment of overdue balance and asking for updated payment information. An invoice is sent to cover the payment with a notice that we will save that payment method for their future payments. BOCA warns of cancellation of care plan in these messages. Also, adds notification for patient to update payment information at next appointment.
Week Two if No Contact #
Schedule:
BOCA – Sends a message on Monday and Thursday, reminding the patient to reschedule missed appointments and (if necessary) alerting the patient that we will be pausing payment on their account.
If no response by Friday, BOCA will pause monthly payments in preparation for cancellation protocol.
Payment:
BOCA – Sends a message on Monday and Thursday, reminding patient of overdue balance and asking for updated payment information. BOCA warns of cancellation of care plan in these messages.
Week Three if No Contact #
MONDAY
BOCA prints Cancellation Letter. OM then signs cancellation letter and letter is sent.
If no contact within a week of mailing cancellation letter, proceed with cancellation protocol.
