Process improvement for behavioral health

Use Contingency Management to Collect Client Fees


Clients do not pay their fees, particularly when they have past due amounts, reducing potential revenue.


Institute a contingency management program to provide an incentive for clients to pay their fees.

Featured Stories

CAP Quality Care of Westbrook, Maine reclaimed $2000 in overdue balances for Opioid Treatment by instituting a contingency management program for clients who made payments on back balances or current fees. Everyone who makes a payment is entered into a monthly drawing for a $25 gift card to a local restaurant or department store.

Lessons Learned

  • Using contingency management to encourage clients to pay fees helps prevent them from withdrawing from the program for financial reasons.

Tracking Measures

Cycle Measure

Percentage of client fees and co-pay dollars charged that are collected

Data Collection Form