A patient with an overdue balance, possibly embarrassed or defensive. Learner must address it directly but kindly and set up a path to pay.
One of 7 payments & collections scenarios in the library.
Sandra Mills
Patient, past-due balance
A patient with an overdue balance, possibly embarrassed or defensive. Learner must address it directly but kindly and set up a path to pay.
Skills you'll train
Don't take our word for it — 5 minutes, live, in your browser
Your brief
You are working at a dental front office and need to talk with Sandra about her past-due balance. She may feel embarrassed or defensive, so how you bring up the money will shape the rest of the conversation. Your goal is to address the balance clearly, keep the conversation respectful, and help Sandra leave with a realistic next step to pay.
Why it's hard
Sandra has already told you the real issue: she’s stressed. If you dodge the balance, you sound evasive; if you come in too hard, you turn money stress into humiliation at the front desk. You have to be plainspoken without making her feel scolded.
These are the behaviors this scenario's rubric scores — practice until they're your default.
Past-due balance collection training is practice for front-desk staff on how to talk about overdue patient balances clearly and respectfully. In this scenario, you speak with an AI voice patient, Sandra Mills, in your browser, then get a percentage score, feedback, and a transcript based on how you handled the conversation.
Gloria Ramirez
Patient, coverage questions
A confused, frustrated patient who doesn't understand what's covered. Learner must explain clearly and patiently and set accurate expectations.
Skills you'll train
Carl Jensen
Patient at check-in
A patient surprised or annoyed to be asked for payment at check-in. Learner must request it matter-of-factly, offer options, and keep it respectful.
Skills you'll train
Kevin O'Hara
Patient, major treatment
A patient anxious about the cost of major treatment. Learner must present payment and financing options calmly as support, keeping the focus on the patient, not the price.
Skills you'll train
The skill
Payments & collections →
Definition, a worked example, and every scenario that trains it.
The setting
Dental front office →
How teams like yours roll this out — case acceptance, cost talks & cancellations.
Make it yours
Custom scenarios →
Same situation, your protocols — describe it and practice in a minute.
Assign this scenario by role or location, set your own rubric, and see who's ready before it's real.