1. Establish internal patient collection policies for delinquent patient accounts.
Describe how patients accounts with past due balances will be handled before the account is sent to an acutal outside collection agency.
Decide how many calls are made to patients and how many letters will be sent.
Determine the reprocussions for patients who do not pay their balance.
Be sure to review Fair Debt Collection Practices Act (FDCPA) of 1977 and the Telephone Consumer Protection Act of 1991.
2. Create script for billing staff for the collection calls.
It is important to remain diplomatic and respectful during these calls. Although you may harbor feelings of frustration at this past due account, it is important to remember that maintaining good patient relations is essential. If the process is not handled well, it may result in the loss of that patient, along with their family and friends.
3. Create collection template letters to send to patients.
Create two collection letter templates that could be sent to someone who was past due on their medical bill. The urgency and severity of the letters will increase sequentially.
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