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On Collection

There is a difference of opinion amongst optometrist whether first to take the payment and then dispense the spectacles or dispense first and then take the payment.  What is the difference?

If we take the payment and then dispense the spectacles, there will never be that awkward moment when you ask for payment, and the patient has “left his purse at home by mistake.”  We should then ask them to return the spectacles until it is paid.  This is a certain way to embarrass a patient!

Handle the situation as follows: “Good morning Mr. Jones. Nice to see you again!  Here are your glasses.  Look how nice and thin the lenses came out.  Let’s first take care of the payment and then a dispenser will fit your glasses.  Your medical aid indicated that they would contribute R2 400.00 towards your eyewear.  All you need to pay is R2 350.00.  Should there be a shortfall in their payment, we will contact you.  “Will that be cash or credit card?”

If we ask for payment up front and the patient remembers that his/her purse was left at home by mistake, we can still rescue the moment by saying: “That’s no problem, Mr. Jones.  What we’ll do is fit your spectacles and ensure that everything is perfect and then you can send somebody else tomorrow to collect it.  This will save you the trouble of making another trip.” (or offer to deliver it once it is paid.)

Another option is to offer the patient the use of your internet service on an office computer to do an electronic payment.

To complete the series on how to manage debtors, the following are examples of letters to patients who have become outstanding debtors .

Shortfall Email Letter

SUBJECT: PLEASE FOLLOW UP WITH YOUR MEDICAL AID

Dear Mrs. Jones

Account # : 9768
Amount owing : R361.00

We have received payment to the value of R1 584.80 from your medical aid today. The amount of R361.00 was rejected by them with the reason code for: no funds available. This amount is now payable by you.

I am including a statement to explain the payments made. This will assist you when discussing this matter with your medical aid.

Should it be more convenient to pay by EFT or to make a direct deposit into our bank account, please find herewith our banking detail:

FOUREYES OPTOMETRIST
ABSA BANK
BRANCH: 334642
ACCOUNT NUMBER: 26029119243

Kindly email a copy of the payment confirmation to accounts@foureyes.co.za. Please use your account number as a reference when making the payment.

If payment has been made in the interim, we apologise for any inconvenience caused by this email and request that you ignore the above.


Payment not received yet

SUBJECT: PAYMENT NOT RECEIVED YET

Dear Mrs. Jones

Account # : 9768
Amount owing : R361.00

Request for payment – 10 days later

Ten days ago, we sent you a notice informing you that your medical aid is not liable for the outstanding amount on your account. To date we have not received any payment from you.

Please settle this account in full on or before 30 April.

Should it be more convenient to make a direct deposit into our bank account or transfer the money on the Internet, please find herewith our banking detail:

FOUREYES OPTOMETRISTS
ABSA BANK
BRANCH CODE 334642
ACCOUNT # 260 29119 243

Kindly email a copy of the payment confirmation to accounts@foureyes.co.za. Please use your account number as a reference when making the payment.

If payment has been made in the interim, we apologise for any inconvenience caused by this email and request that you ignore the above.


Final Demand

FINAL DEMAND (Flag email as urgent)

Account # : 9768
Amount owing: R361.00

Despite several statements sent to you, NO reaction has been received for the settlement of this account.

You are thus informed that, within 28 (twenty-eight) days hereof, your account will be handed over to a collection agency for recovery of this overdue debt.

THIS WILL HAVE THE FOLLOWING IMPLICATIONS FOR YOU:

  1. Additional administrative/legal charges will be levied with the transfer of your account to the debt collectors for which you will be liable.
  2. Your name will appear on a central blacklist, thus influencing your credit worthiness and resulting in the possible issuing of a summons.

TO PREVENT THIS PROCESS, YOU CAN:

  1. Settle the account in full within 28 (twenty-eight) days
  2. Make an electronic deposit into our bank account:

FOUREYES OPTOMETRISTS
ABSA BANK
BRANCH CODE 334642
ACCOUNT # 260 20119 243

Kindly email a copy of the payment confirmation to accounts@foureyes.co.za. Please use your account number as a reference when making the payment.

If payment has been made in the interim, we apologise for any inconvenience caused by this email and request that you ignore the above.


Spectacles / contact lenses ready for collection

SUBJECT: SPECTACLES / CONTACT LENSES READY FOR COLLECTION

Dear Mrs. Jones,

We had the pleasure of serving you on the 5th of March when one of our optometrists examined your eyes and prescribed a pair of spectacles / contact lenses. It is now ready for collection.

The amount payable on collection is R1 236.00. Please collect it at your earliest convenience or contact us to set a date for collection.

Should it be difficult for you to come to our practice, you may use electronic banking services to settle the amount in full after which we can courier your spectacles / contact lenses to you.

Please find herewith our banking detail:

FOUREYES OPTOMETRIST
FNB CHEQUE
ACCOUNT BRANCH CODE: 261251
ACCOUNT NUMBER: 62082656912

Kindly email a copy of the payment confirmation to accounts@foureyes.co.za. Please use your account number as a reference when making the payment.

Should you wish to have your eyewear delivered, please include a current delivery address.

If you have collected your spectacles / contact lenses in the interim, we apologise for any inconvenience caused by this email and request that you ignore the above.


Spectacles still not collected

SUBJECT: SPECTACLES / CONTACT LENSES STILL NOT COLLECTED

Account # : 9768
Amount owing : R1 236.00

Dear Mrs. Jones

On the 5th of March you were examined by one of our optometrists who prescribed a pair of spectacles / contact lenses. We have contacted you by phone, sms and email on several occasions to let you know that your order was ready to be collected but to date have had no reply from you.

Your medical aid has already settled their contribution towards your eyewear. The amount outstanding on your account for services rendered and goods purchased is R1 236.00. Please contact us before 30 April with regard to payment of this account. Failing to contact us will lead to legal action for recovery of the overdue amount.

In the event that it is more convenient to make a direct deposit into our bank account or transfer the money on the Internet, please find herewith our banking detail:

FOUREYES OPTOMETRIST
FNB CHEQUE ACCOUNT
BRANCH CODE: 261251
ACCOUNT NUMBER: 62082656912

Kindly email a copy of the payment confirmation to accounts@foureyes.co.za. Please use your account number as a reference when making the payment.

Should you wish to have your eyewear delivered, please include a current delivery address.

If you have collected your spectacles / contact lenses in the interim, we apologise for any inconvenience caused by this email and request that you ignore the above.


Payment arrangement

I, ______________________________________________, (please print name) ID number _______________________________, hereby undertake to settle my account at FOUREYES OPTOMETRISTS in the following manner:

TOTAL AMOUNT OWING : Payment method : :

Deposit paid on collection :

________________________ Monthly payments ÿ Electronic Transfer ÿ

________________________

The balance of R__________________ still outstanding on my account will be paid on the following dates:

DATE _______________

_______________

_______________

AMOUNT ________________

________________

________________

______________________________ _____________________ Signature Date

______________________________ _____________________ Witness Date

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