Automation Solutions: How to Identify Areas of Opportunity in AR

Automation Solutions: How to Identify Areas of Opportunity in AR

How much of your staff’s time is spent doing repetitive tasks? How much of that time could they devote to more important issues? Automating these simple processes streamlines day-to-day responsibilities. If you manage operations for your call center, collection agency or office, identifying automation solutions that will impact your business should be a priority. Why Look for Automation Solutions? Why …

4 Pillars of An Empathetic Communication Strategy in Healthcare Collections

4 Pillars of an Empathetic Communication Strategy in Healthcare Collections

Since the beginning of the COVID-19 pandemic, “empathy” and “compassion” have been buzzwords in almost every industry. People are craving the human connection and understanding that comes with empathy, which is why now more than ever, understanding empathy and compassion is extremely important. Luckily, I’ve got you covered. For the past 15 years, I’ve studied neuroscience and conducted communication experiments …

EBOs and the Patient Experience in Healthcare Billing

EBOs and the Patient Experience in Healthcare Billing

The patient experience in healthcare billing is an essential (often overlooked) part of the healthcare revenue cycle. Every medical organization understands that patients need to feel involved in their care during medical services but don’t always extend that importance when it’s time for patients to pay. As an extended business office (EBO) for a healthcare organization, what does the patient …

3 Strategies for Patient Engagement in the Revenue Cycle

3 Strategies for Patient Engagement in the Revenue Cycle

In the past few years, high deductible healthcare plans have transformed how patient care is funded. More services are being paid for by patients or through their Health Savings Accounts. This has made patient engagement essential to the billing cycle to ensure medical bills don’t become seriously delinquent. Greater financial responsibility also means that patients have begun treating their healthcare …

Improve Patient Experience with the Right Digital Tools

Improve Patient Experience with the Right Digital Tools

In the past, patient satisfaction centered mainly on care received during a visit. Check in experience and billing and payment issues weren’t considered. Now, healthcare systems and hospitals are putting more focus on the entire patient experience throughout their customer journey – including their financial experience. For the extended business office staff who collects on patient payments, how does the …

Enhancing Your Early Out Collection Strategy

Enhancing Your Early Out Collections Strategy

As accounts receivable professionals know, early out collection (also known as pre collection) is a typical practice to resolve healthcare bills. It helps medical facilities shorten the revenue cycle and settle accounts as quickly as possible. Extended business offices build on the practice of collecting before bills are seriously delinquent by offering other administrative services also. These include tactics to …

Top 5 Reasons Extended Business Offices Fail to Collect Past Due Payments

Top 5 Reasons Extended Business Offices Fail to Collect Past Due Payments

Working with a client as an extension of their business can be challenging. If you currently run or are considering an extended business office in your accounts receivable operation, you may already know the challenges involved. However, between compliance, staff training and other back end concerns, it can be hard to watch for all the roadblocks your agents experience during …

10 Customer Experience Statistics For Accounts Receivable

10 Customer Experience Statistics for Accounts Receivable

Poor customer experience negatively impacts companies every day – whether they realize it or not. However, the accounts receivable industry is seeing a shift in focus to prioritize consumers. If your AR company hasn’t made the shift yet, here are ten customer experience statistics that may change your mind. Impact of Negative Customer Service on Business Negative customer experience can …

5 Collection Call Script Questions Answered by Industry Leaders

5 Collection Call Script Questions Answered by Industry Leaders

Call Scripting Benefits Script Limitations Keep Agents In Control Call Script Elements Agent Training Most agencies use collection call scripts but how do you know you’re getting all you can out of yours? Recently, we reached out to several experts in the industry for their thoughts on call scripting. They discussed the pros and cons of using scripts, elements they …

How to Elevate Your Call Center Training and Evaluation

How To Elevate Your Call Center Training and Evaluation

Call center training is complex. Especially for those in accounts receivable. Not only must you set expectations for the job and explain daily processes – you must also teach agents how to remain compliant with rules and regulations.  Debra Ciskey, Executive Vice President and Roger Weiss, President at The Collections Coach, recently gave a presentation for the CAC virtual conference on …