Collecting after unresolved bills is a sensitive issue for both the debtor and the creditor. Which can make collecting a highly stressful experience and vulnerable to going awry at many steps in the process. Many collectors don’t connect with those responsible for resolving debt with enough empathy. And a poorly managed collection can sour the creditor in the debtor’s eyes. Our focus at Frost Arnett is to resolve your accounts’ balances while maintaining consumer respect, superior recovery, and customer service. We follow these steps to ensure we always collect with care:
1. Be an active listener and do not interrupt.
Understanding, honesty, and empathy go a long way when it comes to peacefully settling debt. Communicating with empathy while remaining result-driven when talking to patients is key to getting the most money back while maintaining a good customer relationship. Actively listen to the customer’s concerns and ensure you address them to the best of your ability.
2. Reassure them that you are working together to get their account resolved.
Every situation is unique, and not everyone will be able to pay in full when presented with an outstanding account. We work with patients to create a custom payment plan tailored to their different situations and needs for them to resolve the account in a reasonable timeframe.
3. Be empathetic and compassionate. Don’t become “numb” to a patient’s problems.
Not every outstanding account we are responsible for collecting has all of its details in order. We offer several ways for debtors to inquire about their outstanding balance or prove the account we believe to be theirs is, in fact, not. Keep trust at the forefront of your interactions with debtors and explore the reality of their situations to keep everything fair and equitable.
4. Smile while you are talking.
Smiling goes a long way when it comes to changing your voice inflection, tone, and the communication of your message. Practice smiling while you are talking with customers to attempt to elicit a positive experience for all parties involved.
5. Always be professional and respectful, while also trying to relate on a personal level.
Allow patients to provide complaints or feedback on the collection process. This gives their voices a chance to be heard and makes them feel more comfortable and autonomous while working with your collectors. Carefully examining feedback and making adjustments as a result of it will ease the pain of the collection process and help you communicate care. This includes being professional and respectful while relating on a personal level as you are able.
Resolve your accounts and collect with care with Frost-Arnett. We have over 120 years of experience protecting patient-provider relationships and resolving accounts with as little pain as possible. Contact us at 1 (855) 287-7043 to learn more.