Tag: CareCredit

The ideal individual will discuss cost with patients in a way that builds trust, empowers decisions, and supports practice sustainability. By Melanie Hamilton-Basich For many hearing care professionals, the moment a clinical recommendation transitions to a discussion about cost is fraught with tension. In this critical moment even the most thoughtful care can be derailed by discomfort, confusion, or mistrust. Patients are often processing a new and emotional diagnosis, weighing the functional implications of hearing loss, and navigating unfamiliar terminology—all before being asked to make a significant financial decision. The stakes are high for both the patient and the practice. That’s why it’s so important that the right person take on this role. “Money is a very emotional thing to talk about, and hearing loss is already emotional, so it’s a fine line,” says Melissa Carnes Rose, AuD, practice owner at Nardelli Audiology in Bridgeport, W.Va. “For audiology, this is one of the most important things that we do, but for some clinicians, it’s also one of the scariest.” When handled poorly, these conversations can undermine the clinical relationship, lead to treatment abandonment, and leave patients feeling pressured or confused. However, when approached as an integral part of the care plan, they can reinforce trust and empower patients to move forward with confidence. As Amyn M. Amlani, PhD, an audiologist and health economics consultant, puts it, “Payment conversations are not separate from clinical care; they are an extension of it.” Who Should Lead the Discussion? A central question for any practice is deciding who is best equipped to navigate these sensitive conversations. While there is no single right answer, the choice often comes down to a balance between maintaining continuity and efficiency. Rose is a firm believer that the audiologist is the ideal person for the role. “You have already built rapport with the patient. The patient has trust in you,” she says. “You care about their treatment plan, and when you’re putting together a treatment plan, that often does result in you needing to choose a hearing aid for that patient.” Because the audiologist understands the clinical reasoning behind a recommendation, they are best positioned to answer questions and connect the proposed solution to the patient’s specific lifestyle and communication needs. The primary downside of this arrangement, Rose notes, is the time commitment and the potential for clinician burnout. “It extends the time,” she explains, noting her practice schedules 90 minutes for new patients to accommodate these discussions. “There’s almost like a dual role as an audiologist when you have to be the one that discusses the finances, because you’ve got to get into all the nitty-gritty of it as well.” Amlani agrees that having the audiologist lead the conversation ensures continuity of care. “Patients often perceive the conversation as more integrated and less fragmented,” he says. However, he also points to the risk of cognitive overload for both the clinician and the patient, as well as the potential for blurring the line between clinical counseling and financial negotiation. Delegating the conversation to a trained team member—such as a treatment coordinator or office manager who fully understands the practice culture and pricing structure and how different hearing aid choices impact treatment plans—can improve efficiency and consistency. “A dedicated individual may have more time to walk through options, answer questions, and ensure patients fully understand their choices,” Amlani notes. One of the challenges of this arrangement, however, lies in the handoff. If the transition feels abrupt, patients may perceive the discussion as sales driven rather than care driven. “A warm handoff—where the audiologist personally introduces the patient to the staff member handling payment discussions—can make a significant difference,” says Amlani. Rose suggests a hybrid model could work, especially in larger practices. After the audiologist has built trust, made the clinical recommendation, and the patient has been fitted, a staff member trained in how to use the practice’s payment system can handle the final paperwork. “All the trust has already been built, the hearing aids are fit, life is good. They just need to pay for them,” she says. “I think if you do it at that point, it’s OK. I don’t think that you’re breaking any trust.” Notably, in this hybrid model, the audiologist still retains the role of discussing payment with patients. Ultimately, what matters most is not the person’s job title, but their training and alignment with the practice’s patient-first philosophy. “The person must understand the clinical rationale behind the recommendations and communicate payment options as part of a broader care plan—not as a transactional handoff,” Amlani says. Framing Value Over Cost Both audiologists interviewed for this article emphasize that the most successful payment discussions reframe the conversation from one about cost to one about value and solutions. This can require a fundamental shift in mindset for the person taking on this role. “I’m a very firm believer that patients aren’t buying hearing aids. They’re buying a solution to a very real, sometimes very emotional problem,” Rose says. “We have to remember that we are giving patients relief from ringing in the ears, hearing loss, social withdrawal, depression. We want to frame the solution around life improvements, not devices.” This approach, she argues, removes some of the awkwardness for both the clinician and the patient. “When you do that, asking a patient for money doesn’t feel like you’re just asking for money, and the patient doesn’t feel like they’re just buying a device,” she adds. “We have to really wrap our heads around the fact that we are creating a solution to a problem that just happens to involve a patient buying a hearing aid.” At Nardelli Audiology, this philosophy is put into practice by presenting treatment within a 48-month plan and leading with a low monthly payment option. “We say to the patient, ‘You have a high-frequency hearing loss, these are the hearing aids that we recommend for you. And the best part is we can do that for a low monthly payment of $189 a month,’” Rose explains. This normalizes the idea of patient financing, she says, as people are already accustomed to monthly payments for services like cell phones and streaming. It breaks down the initial barrier of a large lump-sum cost and “opens a window of conversation.” Amlani agrees, noting that successful practices avoid leading with price alone. Instead, he advises, “They explain the recommended care first, then outline the different ways patients may choose to pay for that care—including insurance benefits, out-of-pocket options, and healthcare-specific financing when appropriate.” Rose’s practice offers a wide range of payment options, including direct pay, in-house payment plans, and financing through CareCredit including 12- or 18-month interest-free options. She says this wide range of choices helps her stay competitive. But in her discussions with patients, the initial focus is on their treatment. Training for Trust and Transparency To ensure these payment conversations are handled effectively, practices must invest in dedicated training that goes beyond the mechanics of financing portals and payment plans—even for staff members who won’t be handling the bulk of the financial discussion with patients. “I really, really think that something very much missed in our field as a whole is sales training,” says Rose, who has a background in sales and marketing. “Our entire staff has been through sales training.” This ensures that anyone who interacts with a patient, from the front desk to the audiologist, can confidently and consistently communicate the practice’s philosophy and options, she emphasizes. A key component of this training is role-playing. “I will literally sit with the staff and we will role-play and will throw out objections, and that audiologist needs to come back with an appropriate rebuttal,” Rose says. “If you do it over and over, it becomes very, very natural. And that is the goal.” This practice helps clinicians develop confident, empathetic responses to common patient concerns about cost, size, or technology choices. And this helps them move forward with treatment. The language used during these discussions is also critical. Amlani and Rose both stress the importance of removing “sales” language. Words like “expensive” should be avoided, and clinicians should never apologize for the cost of care. “If you don’t believe in what you are doing, how can the patient possibly believe in it?” Rose asks. “If you’re not sold on it and you in the back of your mind are like, Oh, I have to offer these and they’re really expensive, it will come across.” Amlani adds that financing, whether it be in house or through a company like Alphaeon, should be framed as one of several ways to access care, not as a tactic to overcome resistance. Training should also teach staff to pause and listen, giving patients the space to process information and ask questions. When staff are calm, confident, and transparent, patients feel more at ease. Empowering the Patient’s Decision When it comes down to it, the goal of a well-handled payment discussion is to empower the patient. Too many choices or a confusing presentation can lead to decision fatigue and inaction, says Rose. “If you lay five options out in front of a patient, they will just naturally say, ‘Oh my gosh, it’s too much. I need to go home and think about it,’” Rose cautions. Her practice is intentional about making a clear, primary recommendation based on the patient’s clinical needs, and then exploring other options only if the patient expresses concerns. This simplifies the process and reduces the cognitive load on the patient. Amlani echoes this, highlighting the importance of not assuming what patients can or cannot afford. “When payment options, including financing, are presented neutrally and consistently, it removes stigma and guesswork from the process,” he says. By treating payment as a natural part of the care journey, practices can foster an environment of trust and transparency. This approach not only supports better clinical outcomes by reducing treatment abandonment but also strengthens the long-term relationship between the patient and the practice. “Ultimately, thoughtful payment conversations are about access,” says Amlani. “When handled well, they reduce discomfort for patients and providers alike and allow clinical decisions to be guided by need and value rather than by immediate financial barriers.” Featured image: ID 33185160 © Alexander Raths | Dreamstime.com

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