With medical services already costly and unpredictable, adding a credit card surcharge could push some customers over the edge
Dear Your Business Credit,
I’m a financial counselor for a small Nebraska hospital. We are moving to charging a 2.49 percent transaction fee for credit card users, no matter what credit card you use. What experience or recommendation would you have regarding a transaction fee for those who pay their medical bills with a credit card? – Cheryl
I do not recommend you charge a transaction fee for credit card users. While you are certainly allowed to do so in Nebraska, as long as it does not exceed the fees you are charged to process them, it is likely to cause anger among your patients.
As a result, many people feel blindsided when they get a hospital bill. Adding a credit card processing fee to what they owe you is likely to push some of them over the edge.
Let’s look at someone who has a high deductible plan and has to pay $2,000 for a medical test out of pocket because he or she has not met the deductible. The transaction fee you propose would cost that person $49.80.
Coming up with the $2,000 in the first place would be hard for many people. The Federal Reserve has found that nearly half of Americans could not come up with $400 to meet an unexpected expense. Although some people save money for medical expenses in a Health Savings Account, many people can’t afford to put money into them. Adding almost $50 to their bill will only make their situation worse and make paying off the total bill seem more hopeless.
Some patients in this boat may decide to try to work out a payment plan with you to avoid the credit card fee, which will result in the hospital getting paid more slowly. Others may do this unofficially by paying you as they have cash available. You can, of course, hire a collections agency to go after those who pay you very late, but when you subtract the collection agency’s fees, you’ll probably be bringing in less in the end than if you made it easy for them to pay by credit card in the first place.
You could argue that credit card transactions are costing the hospital money – and indeed they are – but it would be far better to find savings to offset these fees elsewhere. Even in well-run organizations, there is always waste, whether it is on energy, materials that are not used judiciously, poor planning of workers’ shifts or a host of other things.
I would focus your energies on looking for waste and rooting it out, so you don’t have to pass along the fees. It is possible that you are not getting the best possible deal on merchant processing fees, so shopping around is one project I would put at the top of your list. A better deal could save you quite a bit of money over time.
Given all of the turmoil about national health care policy, I realize it is a difficult time for any medical institution to make ends meet. Small hospitals don’t always have the economies of scale that larger ones do. But you do have a big advantage: The friendliness and personal touch that a giant organization can’t offer. I would not risk eroding that by tacking on fees that will leave patients with a negative impression.