The old way to be compliant with FDCPA. Watch for a new update in the coming weeks called " The Modern Collection Call" including special insights for collecting from millenials.

1. 8 Steps to a Successful
Collection Call
By Steven C. Hodgdon
August 18, 2008

2. 8 Steps to a Successful Collection Call
1. Make sure you are talking to the patient
Hello? – Mary? – Yes? – Mary Smith?
– Yes? –

3. 8 Steps to a Successful Collection Call
1. Make sure you are talking to the patient
Hello? – Mary? – Yes? – Mary Smith?
– Yes? –

4. 8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of
your call
Hello Ms. Smith. My name is Steve
from HRG.
I am calling to collect an account
owed to St. Regis Hospital.
Are you aware of this bill?

5. 8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of
your call
Hello Ms. Smith. My name is Steve
from HRG.
I am calling to collect an account
owed to St. Regis Hospital.
Are you aware of this bill?

6. 8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of
your call
Hello Ms. Smith. My name is Steve
from HRG.
I am calling to collect an account
owed to St. Regis Hospital.
Are you aware of this bill?

7. 8 Steps to a Successful Collection Call
2. Identify yourself and the purpose of
your call
Hello Ms. Smith. My name is Steve
from HRG.
I am calling to collect an account
owed to St. Regis Hospital.
Are you aware of this bill?

8. 8 Steps to a Successful Collection Call
3. Request Payment In Full
Ms. Smith, the balance due to St.
Regis is $10,543.33.
Can you pay this today?

9. 8 Steps to a Successful Collection Call
3. Request Payment In Full
Ms. Smith, the balance due to St.
Regis is $10,543.33
Can you pay this today?

10. 8 Steps to a Successful Collection Call
3. Request Payment In Full
Ms. Smith, the balance due to St.
Regis is $10,543.33
Can you pay this today?

11. 8 Steps to a Successful Collection Call
4. Psychological Pause

12. 8 Steps to a Successful Collection Call
4. Psychological Pause
10

13. 8 Steps to a Successful Collection Call
4. Psychological Pause
9

14. 8 Steps to a Successful Collection Call
4. Psychological Pause
8

15. 8 Steps to a Successful Collection Call
4. Psychological Pause
7

16. 8 Steps to a Successful Collection Call
4. Psychological Pause
6

17. 8 Steps to a Successful Collection Call
4. Psychological Pause
5

18. 8 Steps to a Successful Collection Call
4. Psychological Pause
4

19. 8 Steps to a Successful Collection Call
4. Psychological Pause
3

20. 8 Steps to a Successful Collection Call
4. Psychological Pause
2

21. 8 Steps to a Successful Collection Call
4. Psychological Pause
1¾

22. 8 Steps to a Successful Collection Call
4. Psychological Pause
1½

23. 8 Steps to a Successful Collection Call
4. Psychological Pause
1

24. 8 Steps to a Successful Collection Call
4. Psychological Pause
LISTEN! Identify objections
Closed and open ended questions. Probe for 3rd party payers.
Problem solve and Find a WIN/WIN solution
What is the Hospital’s overall goal? Collect every dollar?
Keep goodwill?
0
DON’T SAY ANYTHING UNTIL THE PATIENT TALKS

25. 8 Steps to a Successful Collection Call
5. LISTEN! Identify objections
Closed and open ended questions.
Probe for 3rd party payers

26. 8 Steps to a Successful Collection Call
5. LISTEN! Identify objections
Closed and open ended questions
Probe for 3rd party payers

27. 8 Steps to a Successful Collection Call
5. LISTEN! Identify objections
Closed and open ended questions
Probe for 3rd party payers

28. 8 Steps to a Successful Collection Call
6. Problem solve and Find a
WIN/WIN solution
What is the Hospital’s overall
goal?
Collect every dollar?
Keep goodwill?

29. 8 Steps to a Successful Collection Call
6. Problem solve and Find a
WIN/WIN solution
What is the Hospital’s overall
goal?
Collect every dollar?
Keep goodwill?

30. 8 Steps to a Successful Collection Call
6. Problem solve and Find a
WIN/WIN solution
What is the Hospital’s overall
goal?
Collect every dollar?
Keep goodwill?

31. 8 Steps to a Successful Collection Call
6. Problem solve and Find a
WIN/WIN solution
What is the Hospital’s overall
goal?
Collect every dollar?
Keep goodwill?

32. 8 Steps to a Successful Collection Call
7. Close the Deal. Get Buy in
When you have an agreement; partial
payments, insurance follow up, PIF, ask
the patient to repeat back the agreement.
“I want to make sure my notes are
accurate…”

33. 8 Steps to a Successful Collection Call
7. Close the Deal. Get Buy in
When you have an agreement; partial
payments, insurance follow up, PIF, ask
the patient to repeat back the agreement.
“I want to make sure my notes are
accurate…”

34. 8 Steps to a Successful Collection Call
7. Close the Deal. Get Buy in
When you have an agreement; partial
payments, insurance follow up, PIF, ask
the patient to repeat back the agreement.
“I want to make sure my notes are
accurate…”

35. 8 Steps to a Successful Collection Call
8. Document the call. “If its not in
the notes, it didn’t happen”
Protect you, the company, the Hospital, and
the patient

36. 8 Steps to a Successful Collection Call
8. Document the call. “If its not in
the notes, it didn’t happen”
Protect you, the company, the Hospital, and
the patient

37. 8 Steps to a Successful Collection Call
1. It comes from you NOT from me
2. Got a plan? At work? At home?
3. Set a goal you can achieve. Short and sweet
4. Reward yourself
5. Repeat
What’s most important? Do that first.
If you have any time left over, let me know.
MOTIVATION

38. 8 Steps to a Successful Collection Call
What’s most important?
Do that first.
If you have any time left over, let me know.
MOTIVATION

39. 8 Steps to a Successful Collection Call
1. Make sure you are talking to the patient
2. Identify yourself and the purpose of your call
3. Request Payment In Full
4. Psychological Pause
5. LISTEN! Identify objections
6. Problem solve and Find a WIN/WIN solution
7. Close the Deal. Get Buy in
8. Document the call. “If its not in the notes, it didn’t
happen”

40. 8 Steps to a Successful
Collection Call
By Steven C. Hodgdon
August 18, 2008