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Which Type Are You: Reactive, Selective or Proactive

by Bete Johnson, CareCredit

We all know the financial conversation is important to case acceptance. Key considerations in the patient’s decision-making process are cost of care, how the cost fits into their finances, and the payment options available to them. 

Dental teams differ in the way they integrate financing into their practice systems and utilize it to help patients accept care. The dental team’s perception of patient financing needs and preferences could influence how, when and which payment options are offered. Generally, there are three ways dental teams discuss financing with patients during the critical financial conversation – reactive, selective and proactive. If you have practice management software that enables you to pull a report of “diagnosed but unscheduled treatment,” it may provide insights on how you and your team discuss financing.

The Reactive Offer
Many dental teams may offer financing in reaction to a request from the patient for a monthly payment option, when the patient hesitates to accept care, or when the patient tells the team specifically that cost is a concern for them. Financing as a solution is kept out of sight, tucked in the drawer and used as a “last resort.” These teams put the responsibility of finding a payment solution on the patient, not the practice. The lost opportunity with a reactive financing offer is that patients...

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