Purpose
To provide clear instructions for staff when a patient requests to cancel their Clerri Membership, while ensuring retention efforts are made and cancellations are handled by the appropriate department.
Critical Policy
Office staff are NOT authorized to cancel Clerri Membership plans.
All cancellation requests must be submitted by the patient via email and processed by the Billing Department.
Membership Term & Auto-Renewal
The Casper Dental Corp Membership Plan:
- Is a 12-month commitment
- Automatically renews at the end of the term
- Members are notified of renewal options beginning 45 days prior to renewal
Patients may opt out of renewal through their patient portal at: member.clerri.com
Monthly Payment Option Terms
As a courtesy, the practice offers a monthly payment option to divide the full annual membership fee over time.
Monthly Plan Terms:
- The plan remains a 12-month commitment
- An initial 3 months of payments are due at sign-up
- Membership benefits activate after successful processing of required initial payments
- Remaining payments auto-draft monthly
If a Monthly Payment Fails:
- It is the member's responsibility to correct the issue
- Payment information may be updated:
- Through the patient portal (member.clerri.com)
- By calling the practice directly
- By calling Clerri Support at 844-965-5337 (Press 1 for Support)
- Membership benefits may be suspended until payment becomes current
30-Day Money Back Guarantee
30-Day Money Back Guarantee
The Casper Dental Corp Membership Plan includes a 30-day money back guarantee ONLY if no services or discounts have been used.
- If no benefits have been utilized within the first 30 days, a full refund may be issued upon cancellation request
- If any services or discounts have been used, the money-back guarantee is void
Cancellation Request Process
Step 1: Patient Requests Cancellation
1 Acknowledge Request & Attempt Retention
If a patient calls, emails, or requests in person to cancel their Clerri Membership, staff should first attempt to retain the patient and membership.
Begin by acknowledging the patient's request:
"I understand. Before we move forward with the cancellation process, may I ask what's making you want to cancel your membership? I'd love to see if there's anything we can help with first."
Step 2: Identify the Reason for Cancellation
Listen carefully to determine the patient's reason for wanting to cancel.
Common reasons include:
- Financial concerns
- Patient has not used their benefits
- Patient is moving
- Patient obtained dental insurance
- Patient dissatisfaction with a visit
Step 3: Attempt to Save the Membership
Staff should attempt the following before providing cancellation instructions:
- Remind the patient of any unused membership benefits
- Explain the cost savings compared to paying without membership
- Offer to schedule their included cleaning or exam
- Explain how the membership can still provide savings even if the patient has insurance
- Ask if there are any concerns the office can help resolve
"Before we proceed with cancellation, I just want to make sure you're aware that your membership includes preventive care and discounted treatment. Many patients find they save significantly compared to paying out of pocket. Is there anything we can help with that might allow you to keep the membership?"
Step 4: Retention Responses
If the Patient Says: "I Can't Afford It"
"I completely understand. Many patients actually keep the membership because it still saves them significantly compared to paying out of pocket for cleanings, exams, and treatment. You also receive discounted rates on additional procedures. Have you been able to use your preventive visits yet?"
If the Patient Says: "I Haven't Used It"
"That's actually very common. Your membership includes preventive care that you've already paid for, so I'd hate for you to lose those benefits. We can schedule your cleaning and exam so you can fully use the membership before making a decision."
If the Patient Says: "I Got Insurance"
"That's great! Many patients keep their membership even with insurance because it can still reduce costs on services that insurance doesn't fully cover. It can also help if there are waiting periods or annual maximum limits."
If the Patient Says: "I'm Moving"
"I understand. Before cancelling, it may still be beneficial to use your remaining benefits if you're able to visit before your move so you can take full advantage of what your membership includes."
If the Patient Had a Negative Experience
"I'm really sorry to hear that. We truly value your feedback. I would be happy to share your concerns with our office manager or doctor so we can address the issue and make things right."
Step 5: Provide Cancellation Instructions
5 Email Submission Required
If the patient still wishes to cancel after retention attempts, inform them that office staff cannot cancel memberships directly.
The patient must submit their request via email.
"Our office team is not able to cancel memberships directly. To request cancellation, please send an email to [INSERT LOCATION EMAIL]. Our Billing Department will review your request and contact you regarding the next steps."
Step 6: Document the Request
Staff must document the conversation in the patient's account notes including:
- Date of cancellation request
- Patient's reason for cancellation
- Retention attempt made
- Email instructions provided to the patient
- Staff member name
Example Note
"Patient requested cancellation of Clerri Membership due to financial concerns. Retention options discussed. Patient advised cancellation requests must be submitted via email to [location email]. Billing department will review."
Step 7: Billing Department Review
Once the patient emails the cancellation request, the Billing Department at the location will:
- Review the membership account
- Confirm membership terms
- Determine if cancellation qualifies per the membership agreement
- Process the request if eligible
- Communicate directly with the patient regarding the outcome
Early Cancellation & Non-Payment
Consequences
Cancelling the plan and/or non-payment before the 12-month term expires may result in:
- Reversal of all membership discounts received
- Recalculation of services at full office fee
- Immediate balance due for the difference
If the retail value of services used exceeds the membership payments made:
- The remaining balance becomes due immediately
- No partial refunds will be issued if the value of services exceeds membership payments
Refund Calculation Process
If eligible for refund:
- Calculate full retail value of services used
- Subtract membership payments received
- Any remaining positive balance may be refunded
- If services exceed payments → patient owes difference
All refund calculations require Office Manager approval.
Internal Processing Requirements
Before Issuing Refund:
- Confirm 12-month term status
- Confirm whether services/discounts were used
- Confirm payment history
- Calculate retail value vs. membership payments
- Obtain manager approval
- Document decision in PMS
Important Guidelines
Staff Should NOT:
- ✗ Cancel Clerri memberships
- ✗ Promise refunds or adjustments
- ✗ Direct patients to corporate for cancellation
Staff Should:
- ✓ Attempt to retain the patient
- ✓ Provide the correct cancellation email instructions
- ✓ Document the interaction in the patient account
Key Reminder
Remember
All Clerri membership cancellations are handled by the Billing Department at the location, not corporate and not front office staff.