3rd Party Bad Debt Collection
How do we do this?, Education and Knowledge, Customer Service Approach, Training, Monitoring, Continuous Improvement, Debt Purchasing and/or Factoring
If you are like most healthcare facilities we work with, you struggle with the fine line between serving your patients and maintaining profit
ability. The dilemma is great: many patients are repeat patients and therefore, there is the need to collect from patients without alienating them. MBB has been effectively managing this process for over 75 years and we understand the need to generate revenue without generating complaints.
1)
Education and Knowledge - The handling of each account varies depending on many different factors. All of our collectors are trained to provide knowledge to your patients and educate them on the healthcare system as well as payment plan options and potential consequences for not paying. Not surprising in today’s healthcare environment, many patients do not really understand the process. For example, patients with insurance have no idea why they are being charged over and above what the insurance company may have paid. We educate patients on their healthcare policies and provide information to help them pay down their obligations. With the ever changing healthcare landscape of today, this is more important than ever.
2)
Customer Service Approach - We treat the individual patients we service as the customer. We show compassion and respect, while still illustrating the need and urgency to resolve the matter as quickly as possible. We understand that most patients we contact have a desire to pay what is owed, there are many reasons they may have ended up in collections and it is usually not a place they have chosen to be.
3
Training – All collectors go through a complete set of training programs, which include Internal Training, ACA Internationals collector training Program, MDHBA Collector Certification and AAHAMs CPAT and CCAT certifications.
4)
Monitoring - Once training is complete, the collectors and processes need to be monitored. MBB has a robust staff for our size dedicated to managing the collectors and the processes. In addition, we utilize an internal tool called CALIBER to monitor our collectors.
5)
Continuous Improvement - We continually monitor our processes, our people and our technology to make sure we are providing the best results for our individual clients.
6)
Debt Purchasing and/or Factoring - In today's Healthcare Environment, Debt Purchasing is becoming an option and a life line for some Hospitals and Physician Groups. Upon request, we will work with our clients large and small to come up with a debt purchase or factoring program that works and you are comfortable with.
The above measures coupled with our years of experience, our work parameters, our consistent monitoring of accounts and our continuous improvement processes have propelled us to become one of the premier Healthcare Collection and Receivables Management Companies in the country.
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