Getting off the collections treadmill

Not too long ago, the author's practice was suffering from the behavior of a small but noticeable group of patients: the collection regulars. Each month, their staff referred dozens of past-due accounts to the collection agency because no number of phone calls or letters had produced payments f...

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Bibliographic Details
Published in:Family practice management 2006-06, Vol.13 (6), p.51-54
Main Author: Dillon, Kristen
Format: Article
Language:English
Subjects:
Correspondence as Topic
Credit collections
Employee morale
Family Practice - economics
Family Practice - organization & administration
Fees and Charges
Health technology assessment
Humans
Oregon
Patient Credit and Collection - methods
Payments
Physician patient relationships
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Summary:Not too long ago, the author's practice was suffering from the behavior of a small but noticeable group of patients: the collection regulars. Each month, their staff referred dozens of past-due accounts to the collection agency because no number of phone calls or letters had produced payments from these patients. Getting tough with their patients was necessary, but it was not easy. Their policy toward patients who do not pay their bills has evolved over the years. In 2003, their practice manager met with the four physicians to solidify their billing and collection process. Their new approach to collection has had positive effects on their staff, their revenue and even their patients. The biggest payoff has been in staff morale. Finally, the policy has given patients an incentive to work with them on payment terms. With the introduction of their collection policy, more of their patients are doing their part to make the relationship successful.
ISSN:1069-5648