Understanding the Collection Process

June 3, 2012
HCR/230

Step 1
Track overdue bills by reviewing the patient aging report

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More than 90 days past due
Past due 61- 90 days
Past due 31 to 60 days
Up to date or current (over due 30 days)

Step 2
Bill the patient, they may not know that bill is overdue therefore this is the first notice to patient

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Step 3
Send out letter to patients

Step 4
Send out a second letter, remind the patient that their bill is past due, and a statement showing the patient their past account activity. Follow up with phone call using effective method to make payment arrangements be straight forward during the call, let the patient know status of their account and what all needs to be done to be taken care of, let patient respond, always be in control of the conversation, don’t let patient get too far off topic, let patient know that the outstanding bill will not affect the quality of treatment they receive.
Remind patient of payment options and their responsibility to pay
Brief and straight to the point
Be professional, courteous

Step 5
Send out 3rd letter, let patient know that their account is seriously pass due and that it will be sent to collections and that collections can affect their credit rating. Let them know that if they can’t pay in full to call to make payment arrangements. Also let them know that we need to hear from them within 10 days to avoid any collection actions. Stt

The final step is to turn the account over to a collection agency

To insure you follow the correct steps in the billing process certain tools provide easy to follow references for the process. A flow chart gives you a step by step example of what to do. When used as a guide it insures no steps are