Process improvement for behavioral health

Collect Client Co-pays


Client co-pays are never collected, reducing potential revenue.


Incorporate collecting client co-pays in the process of delivering treatment to ensure that you collect revenue that is due from clients.

Featured Stories

The Counseling Center in Portsmouth, Ohio, increased co-pay collections from 20% to 67%. They inserted a friendly reminder for all clients to check in at the front desk and gave the front desk staff information regarding all client balances so that they could collect balances at check-in.

Pyramid Alternatives, Inc. in San Mateo County, California, increased collection of fees for closed cases with outstanding balances by 14%,  and for cases that were currently open with outstanding balances by 36%. The agency educated clinicians to regard client finances as a clinical issue and to help clients solve financial problems. They also established a team approach to collections, engaging clinicians in the collection process as opposed to only involving business managers.

Quest Recovery & Prevention Services in Canton, Ohio, asked clients to pay 100% up front when they had insurance and were informed that they would be reimbursed. They also checked insurance benefits initially and explain to the client how their benefits will apply.

Lessons Learned

  • Ask for co-pays at check-in.
  • Integrate financial issues into the clinical process.
  • Involve clinicians in the collection process.

Tracking Measures

Cycle Measure Data Collection Form
Percentage of co-pay dollars charged that are collected None
$ of revenue from client co-pays Revenue by Payer Worksheet