Everything you need to know about Kleer Membership Plan Renewals
We see the difference everyday — membership plan patients are some of the best customers. They are committed to your practice and create recurring subscription revenue that ultimately increases the value of your practice. Membership plan patients accept 50-100% more treatment than uninsured patients and are 30-50% more profitable than insured patients.
The key to long term success = building member loyalty and renewing memberships year after year.
The best way to increase member loyalty and ensure membership renewals is to build strong relationships with your members and make sure they see value in their plan. The Kleer Platform includes a number of features to help everyone stay on track for success.
What are the important membership plan renewal features?
Auto-Renewal
Memberships are set to “Auto-Renew” by default with the Kleer platform. This means that memberships will renew each year unless the member takes action to opt out of their plan. Members are able to opt out at any time simply by unchecking the Auto Renewal feature on the Account page of the Kleer Member Portal.
💡Tip: While you can opt out patients from the Kleer Practice Portal, the Kleer Success Team advises not to do so unless the patient sends a direct request. Kleer will automatically notify members 45 days and 7 days prior to their renewal with the option to opt out on their own if desired.
Renewals Tab
Within this tab in your Kleer Portal, you will be able to review several tables that show various stages of your members renewals status so you can take the necessary actions.
- Members that are coming up for renewal in the next 90 days
- Members that have failed renewal, including payment issues (see payment issue types below)
- Members that have successfully renewed
There are two types of renewal payment issues:
- Cash → Cash payments will need to be completed in your office ahead of the member’s renewal date.
- Credit cards that were canceled, stolen, etc. → There could be a number of reasons why credit card payments fail. If the card on file fails, the member or your staff has the ability to update their payment method.
💡Tip: Although patients have the ability to log in to the Kleer Patient Portal and correct payment issues themselves, the Kleer Success Team suggests calling these patients to understand their situation and determining how to process their renewal.
Renewal Emails
Kleer sends automatic renewal notifications to members as required by federal and state laws. There are four different types of renewal notifications based on the type of member:
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Paid by Credit Card; Auto-Renewal On. These members receive an email at 45 days and 7 days prior to their renewal date. The emails are meant to make the member aware of their upcoming renewal and provide them with directions for opting out if desired. In addition, Kleer sends an email one day after their renewal date to thank members for their renewal.
- Paid by Credit Card; Auto-Renewal Off. These members receive emails at 45 days and 7 days prior to their renewal date. The emails are meant to make the member aware of their upcoming renewal date and remind them that they have currently opted out of a renewal. It also provides directions for reactivating their membership. In addition, Kleer sends an email one day after their renewal date to either thank members that renewed or provide another opportunity for members with an expired renewal.
- Paid with Cash. These members receive emails at 45 days and 7 days prior to their renewal date. The emails are meant to make the member aware of their upcoming renewal and give them two options for renewing their membership — (1) Go to the Kleer Member Portal and enter a credit card, or (2) Visit your office and renew with cash. Kleer will send another email one day after their renewal date to either thank members that renewed or provide another opportunity for members with an expired renewal. In the Kleer Practice Portal, you have the ability to Renew with Cash for accounting made simple.
- Auto-Renewal On; Payment Fails. These members receive an email one day after their failed renewal, informing them of a payment issue. It provides the member with directions for updating their payment method and continuing the membership renewal process.
How to achieve a balance of happy patients and high renewal rates
You are the expert when it comes to your patients. You understand their unique needs and the importance of providing a personalized experience from start to finish. Here are a few tips from the Kleer Success team to ensure that pleasant experience extends throughout their membership plan journey.
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Treat members like VIPs
Treat members like Very Important Patients (VIPs) every time they visit your practice. Be sure to thank them for being a member, and make sure they know that you appreciate their commitment to your practice. -
Encourage members visit at least two times a year
It may be tempting to collect membership subscriptions and not worry about member visits. However, it is imperative that members visit your practice at least two times a year because:
‣ Usage = Value. Members who use their membership benefits will see more value in their membership plan and will be more likely to renew.
‣ VIP Treatment. Each visit provides a chance for you to treat members like VIPs and create stronger relationships between your patients and your practice.
‣ Treatment Acceptance. Each visit provides an opportunity to improve treatment acceptance. Membership plan customers (in any industry) are 2X more likely to buy since (1) they are committed to your business, and (2) they feel they are on the inside getting a deal
💡Tip: Review member benefit usage in the Kleer Practice Portal once a week to make sure your members have completed or scheduled at least two visits during their 12-month membership, and used, or are scheduled to use the cleanings and exams that are included in their membership plan. - Set renewal goals and track results
The Kleer Success Team recommends setting a renewal goal of 90% and assigning a membership plan champion to coordinate renewal activities, track results, and report to the team on a weekly basis. Within the Member Renewals Tab on your Kleer Practice Portal your champion can review the list of members coming up for renewal in the next 90 days, those that have expired, and those with payment issues. With Kleer Pro, you can easily view each patient’s benefit status to see their benefits included, used, and remaining, in their member details page. Here are a few different member scenarios and our suggested approach for each:
‣ For members that are expiring in the next 90 days and have not used all of their benefits, give them a call and book a visit prior to their renewal date. If they opted out of Auto-Renewal, try to gain an understanding of why and reiterate the benefits of re-activating Auto-Renewal.
‣ For members that are expiring in the next 90 days and have used their benefits, but opted out of Auto-Renewal, call them to understand why and show them the value of re-activating Auto-Renewal.
‣ For members with payment issues, call them and ask if they would like to fix the issue and process their renewal. If they want to pay with a credit card, you can easily add it to their account from the Kleer Practice Portal. If they want to renew with cash, book an appointment as soon as possible to collect payment and renew their membership plan.
‣ For members that have already expired, call the member, make them aware of their membership expiration and see if they would like to reinstate their membership plan.
💡Tip: Provide an incentive to your team to reach your renewal goal. This could be cash, gift cards, or a team activity. A team incentive highlights the value of renewals to your entire practice and pushes the team to work together.
Launch your membership plan with Kleer
As the popularity of dental membership plans and subscription-based dentistry continues, practices are encouraged to explore ways to make care more accessible.
If you're wondering if implementing a membership plan is worth it for your practice, speak with an expert today!
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