8 steps to a successful collection call6

8 Steps to a Successful Collection Call

By Steven C. Hodgdon

August 18, 2008

1. Make sure you are talking to the patient Hello? – Mary? – Yes? – Mary Smith?

– Yes? –

1. Make sure you are talking to the patient Hello? – Mary? – Yes? – Mary Smith?

– Yes? –

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?

3. Request Payment In Full Ms. Smith, the balance due to St.

Regis is $10,543.33.

Can you pay this today?

Regis is $10,543.33

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

5. LISTEN! Identify objectionsClosed and open ended questions.

Probe for 3rd party payers

5. LISTEN! Identify objectionsClosed and open ended questions

6. Problem solve and Find a WIN/WIN solution

What is the Hospital’s overall goal?

Collect every dollar?

Keep goodwill?

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. Document the call. “If its not in the notes, it didn’t happen”

Protect you, the company, the Hospital, and the patient

8. Document the call. “If its not in the notes, it didn’t happen”

Protect you, the company, the Hospital, and the patient

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

What’s most important? Do that first.

If you have any time left over, let me know.

MOTIVATION

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”

By Steven C. Hodgdon

August 18, 2008

8 steps to a successful collection call6

Economy & Finance

Transcript of 8 steps to a successful collection call6