Talking about money with patients is one of the hardest parts of running a dental practice. I grew up in my dad’s office, and I watched how much he dreaded those awkward checkout conversations.
Fast-forward to today, and it’s still one of the biggest places where teams tell me they feel nervous, burned out, or unsure of what to say.
If collections feel stressful in your office, you’re not doing anything wrong. You’re not bad at your job. You’re human.
But here’s the flip side: When we avoid those conversations, balances pile up. More statements go out, more calls need to be made, and accounts receivable grow until it feels like a second full-time job. Patients get frustrated, too, because no one likes surprise bills.
That’s why one of the most impactful changes you can make is learning to confidently collect at the time of service. And I promise, with the right tools and some practice, it’s not as scary as it sounds.
Why collecting up front matters
Ashley Bond.
It may seem counterintuitive, but patients usually prefer paying up front. Think about it: They don’t walk out of the grocery store without paying. They don’t leave their physician’s office without settling a co-pay.
What throws them off is inconsistency. If your office has always billed later and then asks for payment today, they’re going to have questions. That’s not them being difficult, that’s them being human.
It’s on us to retrain expectations. And that takes time. Change won’t happen overnight, but if you’re clear, consistent, and kind, patients adjust. In fact, most come to appreciate the transparency.
Scripts that make it simple
Actually having the conversation is one of the biggest barriers for teams. Asking for payment can feel awkward. But when you have a script, it becomes routine.
Try this approach: “Your estimated portion today is $300. We accept cash, card, or CareCredit -- which do you prefer to use today?”
It’s confident, kind, and gives the patient options without opening the door to delay.
Notice how I didn’t say, "Would you like to pay today?" That’s an invitation to say no. Instead, I assume payment is happening, and I make it easy rather than leaving room for negotiation.
Another favorite: "Before you go back to see the doctor, let’s take care of your portion now so you can head straight home after treatment."
Frame it as a courtesy to the patient rather than making it about collecting. While both things can be true, it's important to make the patient feel like you’re doing them a favor.
Role-playing builds confidence
Even with scripts, your team needs practice. The truth is, confidence comes from repetition.
Set aside five minutes at a team meeting to role-play common scenarios:
- "Can you just bill me?"
- "My spouse pays."
- "I forgot my card."
I know role-playing can feel cheesy or awkward. But I promise, the offices that do it are the ones that actually change habits. Your front-desk team deserves to feel supported, not thrown into tough conversations without preparation.
Retraining patients takes time
Here’s the part that requires patience: If your office has always billed later, patients may resist at first. Change doesn’t happen overnight.
You may need to retrain them by explaining that your guidelines have changed: "We now collect at the time of service to make the process smoother for our patients. This way, you’ll never be surprised by a bill weeks later."
Consistency is key. The more your entire team follows the same protocol, the faster patients will adapt. Over time, they’ll come to expect and appreciate the clarity.
Start small, stay consistent
You don’t have to overhaul everything in one day. Start with one script, practice as a team, and try it with a handful of patients. Build confidence step by step, and soon, collecting at the time of service will feel as natural as checking in a patient.
Collecting at the time of service is just one piece of the puzzle. In Wisdom’s latest on-demand webinar, "The Dental Billing Survival Guide," we walk through step-by-step systems for:
- Clean documentation that gets claims paid the first time
- Common attachment mistakes (and how to fix them)
- Insurance follow-up workflows that actually work
With the right systems, your practice can beat burnout, get paid faster, and finally feel in control of billing.
Ashley Bond is the co-founder and chief dental billing officer at Wisdom, a dental billing company. She previously founded Bond Dental Billing. Bond has a background deeply rooted in the dental industry. She worked alongside her father in his dental practice. Bond is passionate about helping dental practices thrive through innovative solutions and effective dental billing strategies.
The comments and observations expressed herein do not necessarily reflect the opinions of DrBicuspid.com, nor should they be construed as an endorsement or admonishment of any particular idea, vendor, or organization.
