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8 Steps to a Successful Collection Call
By Steven C. Hodgdon
August 18, 2008
8 Steps to a Successful Collection Call
1. Make sure you are talking to the patient Hello? – Mary? – Yes? – Mary Smith?
– Yes? –
8 Steps to a Successful Collection Call
1. Make sure you are talking to the patient Hello? – Mary? – Yes? – Mary Smith?
– Yes? –
8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of your call
Hello Ms. Smith. My name is Steve from HRG.
I am calling to collect an account owed to St. Regis Hospital.
Are you aware of this bill?
8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of your call
Hello Ms. Smith. My name is Steve from HRG.
I am calling to collect an account owed to St. Regis Hospital.
Are you aware of this bill?
8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of your call
Hello Ms. Smith. My name is Steve from HRG.
I am calling to collect an account owed to St. Regis Hospital.
Are you aware of this bill?
8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of your call
Hello Ms. Smith. My name is Steve from HRG.
I am calling to collect an account owed to St. Regis Hospital.
Are you aware of this bill?
8 Steps to a Successful Collection Call
3. Request Payment In Full Ms. Smith, the balance due to St.
Regis is $10,543.33.
Can you pay this today?
8 Steps to a Successful Collection Call
3. Request Payment In Full Ms. Smith, the balance due to St.
Regis is $10,543.33
Can you pay this today?
8 Steps to a Successful Collection Call
3. Request Payment In Full Ms. Smith, the balance due to St.
Regis is $10,543.33
Can you pay this today?
8 Steps to a Successful Collection Call
4. Psychological Pause
8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
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8 Steps to a Successful Collection Call
4. Psychological Pause
LISTEN! Identify objectionsClosed and open ended questions. Probe for 3rd party payers.
Problem solve and Find a WIN/WIN solution What is the Hospital’s overall goal? Collect every dollar?
Keep goodwill?
0DON’T SAY ANYTHING UNTIL THE PATIENT TALKS
8 Steps to a Successful Collection Call
5. LISTEN! Identify objectionsClosed and open ended questions.
Probe for 3rd party payers
8 Steps to a Successful Collection Call
5. LISTEN! Identify objectionsClosed and open ended questions
Probe for 3rd party payers
8 Steps to a Successful Collection Call
5. LISTEN! Identify objectionsClosed and open ended questions
Probe for 3rd party payers
8 Steps to a Successful Collection Call
6. Problem solve and Find a WIN/WIN solution
What is the Hospital’s overall goal?
Collect every dollar?
Keep goodwill?
8 Steps to a Successful Collection Call
6. Problem solve and Find a WIN/WIN solution
What is the Hospital’s overall goal?
Collect every dollar?
Keep goodwill?
8 Steps to a Successful Collection Call
6. Problem solve and Find a WIN/WIN solution
What is the Hospital’s overall goal?
Collect every dollar?
Keep goodwill?
8 Steps to a Successful Collection Call
6. Problem solve and Find a WIN/WIN solution
What is the Hospital’s overall goal?
Collect every dollar?
Keep goodwill?
8 Steps to a Successful Collection Call
7. Close the Deal. Get Buy inWhen you have an agreement; partial
payments, insurance follow up, PIF, ask the patient to repeat back the agreement. “I want to make sure my notes are accurate…”
8 Steps to a Successful Collection Call
7. Close the Deal. Get Buy inWhen you have an agreement; partial
payments, insurance follow up, PIF, ask the patient to repeat back the agreement. “I want to make sure my notes are accurate…”
8 Steps to a Successful Collection Call
7. Close the Deal. Get Buy inWhen you have an agreement; partial
payments, insurance follow up, PIF, ask the patient to repeat back the agreement. “I want to make sure my notes are accurate…”
8 Steps to a Successful Collection Call
8. Document the call. “If its not in the notes, it didn’t happen”
Protect you, the company, the Hospital, and the patient
8 Steps to a Successful Collection Call
8. Document the call. “If its not in the notes, it didn’t happen”
Protect you, the company, the Hospital, and the patient
8 Steps to a Successful Collection Call
1. It comes from you NOT from me2. Got a plan? At work? At home?3. Set a goal you can achieve. Short and sweet4. Reward yourself5. Repeat
What’s most important? Do that first. If you have any time left over, let me know.
MOTIVATION
8 Steps to a Successful Collection Call
What’s most important? Do that first.
If you have any time left over, let me know.
MOTIVATION
8 Steps to a Successful Collection Call
1. Make sure you are talking to the patient 2. Identify yourself and the purpose of your call 3. Request Payment In Full 4. Psychological Pause5. LISTEN! Identify objections6. Problem solve and Find a WIN/WIN solution 7. Close the Deal. Get Buy in 8. Document the call. “If its not in the notes, it didn’t
happen”
8 Steps to a Successful Collection Call
By Steven C. Hodgdon
August 18, 2008