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Tip: Guidelines for fair and accurate debt collection

Patient Access Weekly Advisor, April 2, 2008

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Chasing private-pay patients to collect delinquent bills can be frustrating, and it could backfire if your customer service techniques are less than ideal. Brian Hickman, CPA, a consultant with BKD Health Care Group, in Springfield, MO, says that when you speak with a person who owes money, be positive but maintain control of the interaction. He suggests that you:

• Be prepared with standard responses to common excuses.
• Negotiate payment options in line with your facility's collection policy, such as asking the individual to pay $500 by the end of the month, and resume regular monthly payments after that.
• Offer incentives or discounts if the individuals pays off the debt within a set time frame.

For written communications:

• Clearly identify your facility's name, address, and contact person's name on the outside of the envelope that contains the bill
• Don't indicate on the outside of the envelope that the bill is late; avoid wording such as "past due" or "late invoice".

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