Medicare Compliance & Reimbursement

There’s no reason to dread collection calls.

It’s possible to make collection calls that patients actually appreciate. Here are seven ways to ease your fears and get the money in the door:

1. “I know you want to take care of this.” People try to live up to the image others hold of them. If you talk to patients in a manner that reveals your high expectations of them, they seldom want to disappoint. Expect the best from those you call and you’ll often get it.

2. “Can I help you create a payment plan to eliminate this debt?” This phrase puts you on the side of the patient, showing your willingness to help, rather than the adversarial role of bill collector. Sure, you want the money as soon as possible, but if you anger the patient, you risk getting nothing and having to turn the account over to a collection agency.

3. “How much can you afford each month?” By asking patients what they can afford, rather than telling them what you demand, you get the patient’s “buy-in” for the plan. When patients get to select the numbers, it’s now their plan rather than yours

.4. “When can you send the first payment?” Once again, let patients decide when they can begin the plan. They know their finances best. By allowing input, you’re exhibiting your expectations that they want to fulfill their obligations.

5. “What is the best day of the month to make payments after that?” Each person’s monthly income and expenses arrive at different times. By letting the patients select the payment date that works best for them, you reduce the risk of their falling behind.

6. “I’ll send you a summary of our plan.” By sending a summary of the payment plan in writing, you help patients remember what they agreed to. You might even create payment coupons to make it as easy as possible for the patient to stay on track.

7. “Thank you for handling this responsibly, Mr. Smith. I’m glad we were able to arrange this to meet your needs. If something changes, please give me a call.” Once again, you’ve treated the patient with dignity and respect. You’ve also positioned yourself as a person they can call for help if situations change and they need further help arranging the debt.

By following these steps, you are actually helping patients rather than being perceived as attacking them. This approach makes collection calls more pleasant for all parties involved.