The Payment Policy Framework That Protects Your Revenue
Unpaid bills, late cancellations, and no-shows don’t just frustrate you—they hurt your practice’s cash flow. But you don’t have to accept it. Clear payment policies change everything.
Step 1: Require a Card on File
This is standard in most industries. Any business that has recurring charges usually require their customers to keep a credit card or payment method on file.
Action: Use your EHR or payment processor to securely store cards.
Step 2: Enforce Prepayment or Same-Day Payment
Don’t let patients leave without paying.
Action: Train staff to collect payment before the session or immediately after.
Step 3: Charge for Late Cancels and No-Shows
Respect your time. You’re running a business. Don't let patients think it's ok to no-show, because it's not!
Action: Add the policy to your intake paperwork and clearly communicate this during the onboarding process. Make sure that the no-show and late cancellation fee is clearly stated on ALL appointment reminders, emails and texts.
Step 4: Be Compassionate
Some patients will have real emergencies or just plain forgot about their appointment. We are human, no one is perfect.
Action: Create a policy that educates patients when they no-show or late cancel and maybe give them a 1 time pass but be very strict on future violations. Empower your office staff to use this policy.
Step 5: Follow Up on Balances Weekly
Small balances pile up fast.
Action: Designate one person to follow up on past-due balances and call/text those patients with instructions on how to pay their balance or simply just take it over the phone. Pick a day of the week and have your staff member stick to that schedule, always. There should be no reason not to collect on balances owed to you.
Final Thoughts
Policies aren’t just rules—they’re boundaries that protect your revenue and keep your team sane. MindPractice helps you implement and automate these systems so they actually stick.
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