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Frequently Asked Questions

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Is ZACC integrated with my Practice Management Software?

We are currently integrated with Dolphin Management (Orthodontic).

If your software provider is NOT listed, please e-mail or call to encourage them to make ZACC available to you and their other clients. We have made it very simple to integrate ZACC with most management systems, but most of our users access ZACC online via a simple log-in on the internet or via the OrthoBanc and DentalBanc integrations.

Will using ZACC reduce my case acceptance?

Thousands of healthcare practitioners have been obtaining credit reports and grading their patients’ credit worthiness over the past 30+ years. The result is better case acceptance, certainly not worse! A practice properly utilizing a credit grading process can expect increased case acceptance with the right patients, as more of them are able to afford treatment based on your flexible options.

Why obtain credit grades?

The orthodontic and dental professions are in many instances selling “optional” treatment. In other words, patients can choose to accept treatment now, to postpone treatment, to phase treatment (in general dental offices), or to have treatment completed in a competitor’s office. One significant rule of marketing is the absolute necessity of making it easy for your customer (patient) to purchase what it is that you are selling.

To a significant degree, a healthcare practice’s financial policies determine the ability and willingness of their patients to accept and schedule the treatment plan that has been diagnosed. In recent years, dental and orthodontic practices have seen declines in new patient flow and declines in the rate of case acceptance. The practices that are struggling the most are those whose financial policies are more about being paid rather than about obtaining the best possible case acceptance. The practices that are suffering the least are those that offer flexible payment plans instead of pushing outside financing and those that do not require full payment at the time of service. Many in the latter category have even enjoyed significant growth!

Of course, it is critically important that the doctor have the ability to identify which patients are credit worthy and which are not. Obtaining a credit grade on your patient or responsible party allows you to have solid information regarding their maturity, stability, and their integrity regarding finances. With that knowledge, you have the ability to grant a reasonable amount of credit to those who are “good risks” while also having the ability to identify the relatively small percentage of patients who will be a financial burden to your practice. Also, keep in mind that this same small set of patients cause 80% of patient related problems such as poor clinical cooperation, missed appointments, and delinquency. Spending less than $6 to know that you have a responsible person of high integrity seeking your care before choosing to be flexible with payment options can provide a huge return for your practice success!

When will I be trained to use the ZACC system?

Your training will be scheduled approximately two weeks after we receive your implementation fee. The credit reporting agencies require that an on-site inspection be completed before we can complete your training. We will be in touch with you throughout this process.

Do you charge an additional fee for training?

No, training is included in your implementation fee.

When will I receive my log-in and password?

Due to the required on-site inspection and the application review conducted by the credit reporting agency, it typically takes 3-5 business days to implement your account once we receive your signed paperwork.

You can reduce the time required by responding quickly to a call that you will receive from the ComplyTraq on-site inspector. They will be calling to schedule your inspection. It is also important to send us a bank verification form signed by your bank as quickly as possible.

Do I need an on-site inspection if I’m already a TransUnion® customer?

Yes. The laws governing the requirements for access to credit information have changed, so we have been instructed to require every new client to pass through an on-site interview. The on-site interview is conducted by a third-party professional and takes less than 30 minutes.

Will ZACC show up on the credit report or impact patient’s credit score?

No. ZACC will post a “soft inquiry,” which will not affect the responsible party’s credit score and which is not visible to other creditors. Note: A ZACC inquiry will only be visible when the individual requests a copy of their own credit report. On that report, it will show up as an inquiry from ORTHOBANC/DRSNAME (only the first 8-10 characters of your practice name).

What information do I need from the patient to obtain a ZACC credit grade?

The following information should be collected on the new patient history form (to download a sample form click here):

  • Full Name
  • Social Security Number (A Social Security Number is highly recommended)
  • Birth Date
  • Address
  • Years at Current Address(if less than 3 years at current address collect previous address)
  • Rent/Own home
  • Years at Current Employer
  • Occupation (Professional/Executive, Sales/Administrative, Trade/Technical, Military Officer, Military Enlisted)
  • Source of Income (Employed, Unemployment Compensation, Retired, None)

Do I need a social security number to access a ZACC grade?

It is highly recommended that you enter the responsible party’s social security number when requesting a ZACC grade. A request submitted without a social security number will have a higher likelihood of returning a “no record” result rather than a useful credit grade.

Do I have to tell the patient and/or responsible party that I am accessing their credit information?

Some states do have a legal requirement to have a signature from the responsible party authorizing you to obtain a credit report before you use ZACC to obtain a credit grade. Even if this were not a legal requirement, we believe it is appropriate that each of your patients or responsible parties be formally notified that you are going to obtain a credit report.

For suggested language, see the bottom of the new patient history form available here.

Practice users agree that they have complied with this law when they click “Save and Grade.”

How often should we obtain a new grade?

  1. You should request a new credit grade any time a patient is seeking additional treatment (if the existing grade is more than one year old or there has been any change in job, address, or marital status).
  2. You should request a new credit grade any time the patient becomes 60 days or more past due.

Which parent should I grade?

The primary wage-earner is the only person to be rated in a marital situation; however, you may not rate a non-custodial parent or step-parent without that person’s direct permission.

If two parents are going to split responsibility for treatment payment should you grade both parents?

Zuelke & Associates clients are taught never to split a financial arrangement on a divorce case. The primary custodial parent is always considered the responsible party and the entire financial arrangement is made with that person. Even with cases of true 50/50 custody, it is suggested that practices never split a financial arrangement. The parent bringing the child in for the exam is declared to be the responsible party. Therefore, the credit decision is made on the single person the practice is holding accountable for payment.

However, if a practice chooses to split a financial agreement between two divorced spouses, they should get a credit grade on both parties.