Getting the Best Service from Your Collection Agency

The secret of successful collections is the better we communicate with each other, the better your collection system will work. So—

• Give all necessary information to the agency when you are setting up your accounts.


• Do not recall an account unless absolutely necessary because this can cause the consumer confusion. They think they are now dealing with the agency, not with you.


• Be sure you provide your agency with any new information regarding an account after it has been placed (i.e. bankruptcy notice, insurance payment, new address or phone number, etc.)


• If the agency contact person in your office changes, notify your agency immediately.


• Keep an open line of communication going between your office and the agency. This will allow the agency to do the best job they can of collecting as much money as possible.

Precollection Tips for Medical Collections

Before you outsource your accounts to a collection service, follow these tips. They can go a long way towards making your in-house collections more efficient—which means you'll collect more money and send fewer accounts to a collection agency.

• Have a detailed patient information sheet that new patients fill out prior to the first visit. Make sure you get the signature of the responsible party on the form.


• Ask and get an insurance co-payment as the patient is checking in.


• If treatment is for a sizeable dollar amount, establish a payment plan and get the patient to sign the form indicating that they agree to the plan before they leave the office.


• Confirm that the address and contact information you have on file for each patient is correct every time a patient checks in.


• Don't hold accounts too long before outsourcing for collection. Sixty to ninety days is long enough.


• Make sure that your billing cycle is consistent and that your statements are easy to understand. Make sure the amount that you want the patient to pay is clear.