For dental practice owners · Quotes and money
Remind a patient about a balance after insurance
Polite reminders for the part insurance did not pay, with how to pay and who to call, that never name the visit or offer a plan.
The prompt
Paste it into ChatGPT, Claude or Gemini and fill in each part in [BRACKETS]. Office managers and whoever handles patient billing.
I run a dental practice. Insurance has paid its part on some visits, a balance is left for the patient, and the first statement went out with no payment back. I want reminders in our words that are polite, clear about how to pay, and send every question to a person. What I have: - When each reminder goes out after the first statement: [REMINDER SCHEDULE] - How a patient pays: [HOW TO PAY] - Who answers billing questions and how to reach them: [BILLING CONTACT] - Our billing policy, as patients already see it: [OUR BILLING POLICY] - How we sound: [OUR TONE] What I want: 1. Write a short text and a short email for each reminder, with blanks for the patient's first name, the amount and the due date. 2. Say plainly that a balance is left after insurance, how to pay and who to call with questions. 3. Keep the first reminder friendly and later ones plainer, never threatening. 4. Write the line the front desk uses when a patient replies about a payment plan, a mistake or a hardship, saying the person I named will call them. Rules: - Write a draft for me to read. Do not send anything. - Use only what I gave you. If something is missing, ask me instead of guessing. - Never fill in an amount, promise anything or claim anything I did not give you. Leave the amount as a blank. - Leave out anything about a patient's health, treatment or history. Never name the visit or the procedure. - Do not offer a payment plan, a discount or a later due date. Those are my decisions. - Do not explain what insurance paid or why. Send that question to the billing contact. Give me back: - The text and email for each reminder, with blanks for name, amount and due date - The hand-off line for plan, mistake or hardship replies
When to use it
Insurance has paid its part, a balance is left for the patient, and the first statement went out with no payment.
When not to
Do not use it for a patient who asked about a payment plan, disputes the amount, says they cannot pay, or asks why insurance paid less. Those go to the office manager.
What to paste in
- [REMINDER SCHEDULE]: When each reminder goes out after the first statement, for example two weeks and five weeks after.
- [HOW TO PAY]: The ways a patient pays: an online pay link, by phone, or at the front desk.
- [BILLING CONTACT]: The role that answers billing questions and how to reach them, never a personal cell number.
- [OUR BILLING POLICY]: Your written policy on when balances are due, in a sentence or two, as patients already see it.
- [OUR TONE]: Three or four words for how your practice sounds about money.
Never paste
- Patient names, birth dates, account numbers or insurance IDs
- Ledgers, statements or insurance payment details
- Anything about a patient's health, treatment or what the balance was for
A filled-in example
Sample. Fictional business, fictional client.
REMINDER SCHEDULE: Two weeks after the first statement, then five weeks after HOW TO PAY: Pay online with the link on your statement, or call the front desk BILLING CONTACT: Our office manager, at the main number, weekdays 9 to 4 OUR BILLING POLICY: The patient's part is due within 30 days of the statement. OUR TONE: Polite, plain, never pushy
What you should get back
- A text and an email for each reminder, with blanks for name, amount and due date
- Friendly at first, plainer later, never threatening
- A hand-off line that sends plan, mistake and hardship replies to your office manager
- No visit, procedure or insurance detail named
What stays with you
The prompt writes a draft. You decide what happens to it, and nothing should reach a patient until you have read it. Decisions about money stay with a person every time, and so do health questions and complaints. When KeenHand builds a routine like this, every message carries the same four decisions: Automate, Approve, Revise, Reject.
Related
- Make the old balance call with a calm script. A calm phone script and voicemail for a balance past its second statement that asks for payment and hands every hard question to a person.
- Turn office policies into a phone answer sheet. A one-page phone sheet built from your own policies, with spoken answers to routine questions and a clear list of what goes to a person.
- Run a short morning huddle from today's counts. A ten-minute standing huddle agenda built from today's schedule counts, with one action and a suggested owner for each.
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