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
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
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
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
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
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
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 …
6 Tools To Help Employees Succeed at Remote Work
There was a time when remote work—commonly referred to as telecommuting—was widely regarded as an incentive not only for employees but also for their employers. However, with the COVID-19 pandemic, remote work has become less of an incentive than a necessity. After all, telecommuting is pretty much the only way some companies can continue their operations with a semblance of …
What is a Digital Accounts Receivable Strategy and Why Do You Need One?
Your business plan impacts every aspect of your agency’s day-to-day operations and long-term decisions. Although traditional approaches have worked in the past, technology, changing consumers, and current events are all forcing a shift in debt collection. It’s time to embrace a digital accounts receivable strategy to keep your business moving forward. What Is a Digital Accounts Receivable Strategy A digital …
Leverage Technology to Grow Your Accounts Receivable Business
It’s hard to imagine adding more unknown factors to the uncertain future of running a business this year. Thinking about your company’s growth at this time may even be scary. The fact is, though, you should embrace this time of disruption to prepare your business for an even stronger future. The easiest starting point is to leverage technology to optimize …