How to maintain a good relationship with the patient
Making collection telephone calls is critical for past due amounts that are owed to the practice by the patient. The goal of your collection calls should be to maintain a good relationship with the patient while letting them know that you expect payment from them. You want to keep lines of communication open, and you want to get to a point where negotiation of an acceptable settlement is reached.
Ultimately, both the team member and the patient should feel good about the call and the resu
lting negotiation. The end result of an effective collection system is accounts receivable control.
Attitude is shown via your words and tone of voice when using the phone.
- Maintain a positive attitude. It is okay to expect patients/debtors to abide by their agreements. You respect them. You can expect respect in return.
- Stay calm. Losing your temper, becoming angry or getting defensive will only cause the debtor to do the same thing.
- Stay in control of the conversation by asking questions and by keeping the person involved in the conversation.
- When you ask a question, stop and let the person make a response. Do not feel like you have to fill in voids in the conversation. Pausing at appropriate times keeps you in control.
Speak slowly, calmly, and clearly. - Make sure that a firm agreement has been reached before the conversation ends.
To continue reading please view here: http://transitionsonline.com/blog/tuesdays-with-transitions/attitude-required-for-collection-calls.html
By: Lisa Philp
SOURCED: Transitions Group North America – http://transitionsonline.com/
