When a phone recording isn’t enough.

You need a CALL TO ACTION for your patients, not a computer that cannot communicate.

Pre-recorded reminders are good for appointments but are ineffective if you are trying to elicit payment on their delinquent account.  And they are illegal if the message isn’t delivered directly to the guarantor or left on an answering machine.

The Fair Debt Collection Practices Act strictly prohibits leaving any messages regarding a delinquent account with anyone other than the guarantor of the account.  You are not allowed to leave messages with relatives, friends and least of all on an answering machine.  Only a personal call is allowed and only if the caller is speaking directly to the debtor.

You also need a skilled account representative handling your calls, not a bill collector.  You are trying to maintain positive relationships with your patients.  Patient Account Representatives are trained to explain the patient balance to the guarantor not just ask for payment. In many instances the guarantor has assumed that all insurance has been filed when in fact, a secondary policy may be missing from the account.  You want to maintain a positive relationship, not just call and ask for money.  You could be losing good patients over bad communications.

Finally using personal calls and not a machine shows the patient you are serious about having the account paid.  Debtors understand that if you are willing to go the expense of having someone call regarding the account there is a good chance that you will be willing to send their debt on to collections.

How It Works

We establish a HIPAA compliant connection with your billing system.  We are then able to view all account and demographic information so we can respond intelligently to your patients.

A list of delinquent accounts is provided to us in one of two ways:

• You provide us a list or
• We run a system report to obtain a list of accounts that need contact.

Then we follow your guidelines for determining which patients need a call and how many calls to make.  For example:  You want us to call only patients with a balance of $50 or greater having received at least two statements on that balance with no payments for the last thirty days.

We review all account notes prior to making a call to ensure the patient has not already contacted the clinic regarding their balance.  Finally calls are made and all outcomes are recorded in the account notes section of your billing system.

We resolve the account following the guidelines of your practice, including budget plans and hardship protocols.