Placing collection calls to patients with overdue accounts probably is not at the top of your favorite thing to do list. However, it is a reality that your practice is a for profit entity and therefore, cash flow is vital. I have listed a few helpful tips to not only make your collection calls more effective but hopefully more enjoyable for everyone.

Tip #1: Be prepared before you place your phone call.
Before making your next collection call, take some time to compile a list of possible excuses and good rebuttals. Create a collection agreement and develop your structured message. The message will allow you to remain in control of the conversation. It also prevents you from being at a loss for words if the patient tries to give you the run around. At the morning meeting you may need to alert your team that you will be unavailable during the time you are placing the calls. In our experience, if you have to place your patients on hold, you not only lose control of the call, but often times they simply hang up.

Tip #2: Patient Specific Preparation. Before making the call, be sure you have the specifics of the debt. What is the exact amount owed, terms, date the service was rendered, and, if you are accepting assignment what the status of the claim is. One of the better techniques for reducing your workload is to get your patients to research their claims with their insurance companies.

It also helps if you know the patients history with your practice. What is their payment record? If they have always paid on time, maybe the statement was never received, or there is a dispute involved. If payments have been getting slower month by month, it is possible that they have a cash flow problem. Remember, if they are having a family hardship then you want to position yourself to be their advocate. You can be firm, and still empathetic and fair.

Tip #3: Check your attitude at the door. Your attitude has a strong impact on how you handle the patient and how they respond to you. If you were irritated on a prior call, and you carry that anger into the next one, the patient is bound to pick up on this and mirror back to you the same level of irritation. Before picking up the phone for the next call, take a few minutes to relax. Get things in perspective. Keep in mind that you can not make them pay you, so getting aggressive or having a punitive tone will not allow for success. We teach our students to charm the cash out of them and not to berate it out of them.

Tip #4: Address the patient by name throughout the conversation. This shows respect on your part and demands attention from them.

Tip #5: Make the debtor right, even when they are wrong. This does not mean agreeing with what they are saying, but rather validating it. When given a ridiculous complaint, learn to say, "I can understand why you feel that way or I can certainly see how something like that might happen". This is a way to avoid a negative dialogue and helps maintain open lines of communication.

Understanding their point of view, even as you share yours, will disarm the patients defensiveness.

Tip #6: Stay focused. Some patients will try to get you off track by complaining about their service, or somehow shifting the blame to you for their delinquency. Be polite, but always bring them right back to the point of your call.

Tip #7: Do not be manipulated. A screaming patient could be using their adult temper tantrum as a ploy to get you upset and end the conversation. At the very least, you are not going to get anywhere with someone who is mad. If a patient starts yelling, stay calm and do not interrupt. If you interrupt them more than likely they will rewind like a tape recorder and you will have the pleasure of listening to them twice. Try reminding them that you cannot help resolve the situation if they are yelling. If that does not work, you might say something like, THIS IS OBVIOUSLY NOT A GOOD TIME FOR YOU. WHEN CAN I CALL YOU BACK? If they are abusing and are using obscene language, hang up and proceed to the next step in your collection system.

Tip #8: Get a commitment. A call that does not result in a commitment from the patient is a wasted call. Make sure you control the call. Do not ask, when can you get back to me on this? Rather say, "Will you be calling me by Wednesday?" Do not hang up the phone without summarizing with the patient the results of the call. What was their commitment? What are your expectations and what will be the result if they are not met? Emphasize the urgency of the matter. It is easy for the patient to forget your call as soon as they put down the receiver, especially if they do not think you were really concerned about the outcome.

Tip #9: Review your collection system and your state laws. Most of our practices discover that 85% of the patients who owe them money pay on time. If your account receivables have less than 85% in the zero to thirty categories you will want to review your collection agreement.

Tip #10: Statements with notes on them do not work! Many offices resort to placing red stickers on statements or sending letters vs. placing a phone call. This is not only expensive but ineffective.
We all want our practices to be very patient centered. So your collection calls are actually a wonderful way of enhancing or putting boundaries on a relationship. Remember, that these contacts should not be unpleasant for you or your patient. Good luck!