Telephone Collection Techniques

1. Telephone Collection Techniques Linda Kendrick The Focused Group, Inc.Outsourcing & Collection Specialists

2. Interesting Fact: • Heinz Ketchup was invented the same year Alexander Graham Bell made his first phone call. March 10, 1876

3. Understand the Dynamics! You are a credit grantor! • 85% of Out Of Pocket medical expenses are paid through credit arrangements. • Customer would rather not have to use your services. • Didn’t have a price comparison. • Treatment made them better, but there isn’t anything tangible to be a reminder of the care. • Medical bills go to the bottom of the pile!

4. Today’s Consumer Priorities • Shelter • Security • Love of family • Self-esteem • Recognition • Self-improvement

5. Before Calling, Be prepared! • Prepare yourself • Have account information at hand • Have confidence in your ability • Believe hospital deserves payment • Desire account resolution • Ownership interest in collection • Understand your options

6. What are your options….. • Credit Card Payments • Payment Arrangement Guidelines • Next Step if do not pay • Discounts/Settlements • Charity Guidelines • Contact Person for legitimate hospital complaint • Referral Source for debt consolidation

7. Call Reluctance – Why? 1. Fear of rejection 2. Lack of confidence 3. Fear of humiliation 4. Ashamed to ask 5. Fear of intruding on others 6. Lack of motivation

8. More Interesting Facts: • Alexander Graham Bell thought the phone should be answered with “hoy, hoy” instead of “hello” • Mark Twain was one of the first to have a phone in his home • In 1910 the train fare from New York to Philadelphia was $4.50. A phone call between the same two cities was 80 cents.

9. Timing is Important! • Between 8:00 am and 9:00 pm • In the consumer’s time zone • Secure permission to call at an unusual time • At work, unless you have been advised not to

10. Telephone Image • Be friendly but firm • Be persistent and reliable • Never make promises/threats you can’t keep • Address by name frequently • Speak clearly, distinctly, at a moderate rate • Obey federal, state & local laws • PUT A SMILE IN YOUR VOICE!

11. Nine Steps Of A Collections Call 1. Pre-call Review 2. Verify patient/guarantor & address 3. Identify yourself 4. Request balance in full 5. Pause 6. Determine the problem 7. Find a solution 8. Repeat patient's promise 9. Document

12. What to say… or not to say… • Start neutral & friendly “Hello, this is ___ from ___. According our records we have not received payment for $___ that was due last month.” • STOP talking • Practice ACTIVE LISTENING • Use the STRATEGIC PAUSE • Don’t hand them an excuse “Did you receive our bill?” “Can you pay the bill?”

13. What to say… or not to say… • Ask good questions “When was payment made?” “Do you intend to pay?” “Why haven’t you paid?” “Would you like to take care of this today by credit card? “When can we expect to receive your payment in full?” “How much time do you need?”

14. More Phone Facts? • By 1910, New York Telephone has 6,000 women telephone operators • As a tribute to Alexander Graham Bell when he died in 1922, all the telephones stopped ringing forone full minute. • In 1956 the first transatlantic cable was placed on the ocean floor and rests as deep as 12,000 feet! It runs from Newfoundland, Canada to Scotland!

15. Overcoming Objections 1. Understand the real objection 2. Focus on specific issues 3. Listen and respond thoughtfully 4. Don’t take objection lightly 5. Rephrase and empathize 6. Get an agreement

16. Finding Solutions To: “I Can’t Pay Now Because . . .” 1. Credit card or loan 2. Salary advance 3. Debt consolidation 4. Payment plan 5. Settlement offer

17. Excuses, Excuses! Excuse: “The check is in the mail.” Response: “Great, when was it mailed. What is the check number and amount?” Excuse: “I’ll check on it and get back with you.” Response: “I’m happy to hold if you can check now.” Excuse: “No, I can’t pay now.” Response: “When will the funds be available, I’ll call back then.” Excuse: “I can’t pay it in full.” Response: “How much time do you need?”

18. Payment Motivation Inspiring Patient Payments 1. Desire to do the right thing 2. Closure – put it behind you 3. Fear of consequences

19. Supportive Behavior Cool Down Take-Off Calming Hostile Patients Hostility Curve Slow Down Problem Solve Rational Level

20. The Tension Escalator Slow Down Rep. argues, reasons or defends Take Off Slow Down Rep. argues, reasons or defends Take Off Slow Down Take Off

21. Do vs. Don’t Acknowledge anger Take it personally Talk over / defend Listen/wait/investigate Embarrass Help patient save face Raise voice / get attitude Stay calm use low pitch Argue/defend at slow down Support at slow down Try even when unable Get help if needed Stew after incident Vent privately

22. Business Phone Etiquette Guidelines • 1. Tuning up your pipes • 2. Making a phone call • 3. Answering the phone • 4. Hold, please • 5. Voice mail and leaving messages • 6. Your own voice mail

23. Do’s & Don’ts for a Business Call • Don’t type or shuffle papers while you on the phone – it suggests that you are not listening to the caller • If you have to put the phone down, do it gently to spare your caller’s ear • Rid your mouth of food, gum, cough drops, or candy before talking on the phone – the receiver amplifies your chewing • If you have to sneeze or cough, please turn your head and cover the receiver • Speak directly into the receiver – don’t bury it in your shoulder or neck • If you dial the wrong number, verify the phone number so you don’t repeat the call. Don’t hang up; that’s just rude • Cut down on background noise when taking or making a phone call. Radios and even computer bings and bleeps can be distracting over the phone

24. More Business Phone Tips: Speakerphone : Great tool; must be used wisely Great for conference calls Beware of silent partners Beware of your surroundings Privacy, please Headset etiquette: Are they on the phone? Hands-free telephones Beware of your surroundings

25. Last Interesting Fact: • There are ______________ telephones lines in the world and thousands more are being added every day! 149,084,370

26. Obstacles “ . . . the things you see when you take your eye off the goal.”