This document provides guidance for being a tenacious medical bill collector. It emphasizes having a positive attitude, understanding one's role as a collector, being well-prepared before calls, and using a friendly but persistent approach to obtain payment from insurance companies. The key aspects are setting goals, showing leadership, addressing claims with a solution-oriented mindset, building rapport with payers, asking the right questions to get payment dates and status updates, following up regularly, involving patients when needed, correcting issues with denied claims, and thoroughly notating all account activities. The overall message is that payment can be obtained through polite but resolute persistence rather than forceful tactics.
Becoming a trusted advisor - what consultancy really is aboutjenspas
Becoming a trusted advisor - what consultancy really is about
presentation by Jens Pas
april 2009
On how to build trust and how to become a trusted advisor
Becoming a trusted advisor - what consultancy really is aboutjenspas
Becoming a trusted advisor - what consultancy really is about
presentation by Jens Pas
april 2009
On how to build trust and how to become a trusted advisor
I was excited as well as honored when asked to expand my in-service program to include Insurance collections and follow-up. Please see below for more details of the seminar.
Specific Collection / Revenue Generating Seminars for the Provider’s Insurance collectors
Our Exceptional Customer Service / Collection Seminars has included the provider’s insurance collectors, we are developing seminars specific for the provider’s insurance collection / revenue generating associates.
A sample of the additional topics covered in our seminars:
5 W’s for collecting claims.
Call preparation.
Initiation of the call.
The follow-up.
Retorts.
Patient involvement – important to apply “Exceptional Customer Service” principles.
Desired goals of the insurance revenue generating seminars:
Increase cash flow
Reduce “days”
Identify and reduce insurance carriers with slow payment history.
Reverse carrier’s elongated remittance habits or culture.
Build and re-new a robust, tenacious insurance revenue generating team.
The Social Customer Engagement Index 2014: Results, Analysis, and Perspectives.
Measuring Use and Effectiveness of Social Media Tools for Customer Service.
The study's main objective was to learn more about organizational efforts to leverage social and mobile technologies and to identify the impact these efforts are having on support goals and objectives. Additionally, the report examines how plans, approaches and strategies have evolved over time.
Included in the report is an executive summary highlighting some of the key findings and takeaways coming out of the study. The report takes a look at some year over year comparisons and finds interesting trends in key areas to dig into. A new survey question about investment strategies in social service programs revealed how some segments of the survey population allocate their funds and what impact this has on program satisfaction levels and results.
The report was written by Brent Leary, commissioned by Social Media Today, and sponsored by SAP (NYSE: SAP). The report was released in Q1 2014 and is based on a survey fielded in 2013 with 1,258 participants.
Iconsulthotels @ the 2013 Saudi Excellence in Tourism AwardsIconsulthotels
Iconsulthotels was honoured to be part of the judging panel for the 2013 Saudi Excellence in Tourism Awards and also to be chosen as the host for the 'Food & Beverage' category of the awards ceremony, which was held on 2nd April 2013 at the Riyadh Exhibition Centre, Kingdom of Saudi Arabia, under the patronage of HRH Prince Sultan bin Salman bin Abdul Aziz.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
Iconsulthotels & the 2013 SETAs in Tirhal - The Saudi Tourism Magazine - May ...Iconsulthotels
Coverage of the 2013 Saudi Excellence in Tourism Awards in "Tirhal" - the Saudi Tourism Magazine.
Iconsulthotels was honoured to be part of the judging panel for the 2013 Saudi Excellence in Tourism Awards and also to be chosen as the host for the 'Food & Beverage' category of the awards ceremony, which was held on 2nd April 2013 at the Riyadh Exhibition Centre, Kingdom of Saudi Arabia, under the patronage of HRH Prince Sultan bin Salman bin Abdul Aziz.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
Destination 2.0 - Digital Travellers and the Destination Oman: International ...Iconsulthotels
Our CEO, Martin Kubler, gave a day-opening keynote speech on day 2 of the conference, which dealt with hospitality innovation and tomorrow's guests and travelers. Martin spoke about how today’s hotel operations must change to cater to tomorrow’s travelers, the move from last-minute to very-last-minute bookings, the continuing rise of mobile bookings, and the emergence of new social currencies.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
“Social Media Savvy” is our CEO's monthly column about all things hospitality & social media in Hotelier Middle East, the largest hospitality & tourism industry publication in the Gulf region.
In August 2014, our CEO discussed how hotels can use social & digital media to support their Corporate Social Responsibility (CSR) efforts. Find out more at www.hoteliermiddleeast.com/opinion/columnists/ or www.iconsulthotels.com
Would you like Iconsulthotels experts to write for you, too? Have a look at http://qoo.ly/3ntq9
The Impact of Social Media and Technology on the MICE Industry in the Middle ...Iconsulthotels
"The Impact of Social Media and Technology on the MICE Industry in the Middle East" - our CEO's keynote contribution to the MICE Middle East Forum, which was held at the JW Marriott Marquis Dubai on 1st October 2013.
To date, this is one of Martin Kubler's most popular keynotes!
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
How today’s hotel operations must change to cater to tomorrow’s travellers: H...Iconsulthotels
We were very pleased to be part of the 10th Annual Hotel Technology Forum, which was held in Las Vegas in April 2014. The conference's theme was "The Hyper-Connection: Powering Hotels & Engaging Guests in an "Always-on" Culture".
Our CEO, Martin Kubler, gave a day-opening keynote speech on day 2 of the conference, which dealt with hospitality innovation and tomorrow's guests and travelers. Martin spoke about how today’s hotel operations must change to cater to tomorrow’s travelers, the move from last-minute to very-last-minute bookings, the continuing rise of mobile bookings, and the emergence of new social currencies.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
The debt collection industry has changed significantly over the past ten years. The impact of technology on debt collection practices, industry consolidation
Marcadis Singer PA are debt collection attorneys, our practice is focused exclusively on all matters concerning the collection of money that is owed to individuals and businesses. An often forgotten source of financing is the rapid collection of receivables. If your small business is in need of collection services to help grow your business, don’t hesitate to call.
I was excited as well as honored when asked to expand my in-service program to include Insurance collections and follow-up. Please see below for more details of the seminar.
Specific Collection / Revenue Generating Seminars for the Provider’s Insurance collectors
Our Exceptional Customer Service / Collection Seminars has included the provider’s insurance collectors, we are developing seminars specific for the provider’s insurance collection / revenue generating associates.
A sample of the additional topics covered in our seminars:
5 W’s for collecting claims.
Call preparation.
Initiation of the call.
The follow-up.
Retorts.
Patient involvement – important to apply “Exceptional Customer Service” principles.
Desired goals of the insurance revenue generating seminars:
Increase cash flow
Reduce “days”
Identify and reduce insurance carriers with slow payment history.
Reverse carrier’s elongated remittance habits or culture.
Build and re-new a robust, tenacious insurance revenue generating team.
The Social Customer Engagement Index 2014: Results, Analysis, and Perspectives.
Measuring Use and Effectiveness of Social Media Tools for Customer Service.
The study's main objective was to learn more about organizational efforts to leverage social and mobile technologies and to identify the impact these efforts are having on support goals and objectives. Additionally, the report examines how plans, approaches and strategies have evolved over time.
Included in the report is an executive summary highlighting some of the key findings and takeaways coming out of the study. The report takes a look at some year over year comparisons and finds interesting trends in key areas to dig into. A new survey question about investment strategies in social service programs revealed how some segments of the survey population allocate their funds and what impact this has on program satisfaction levels and results.
The report was written by Brent Leary, commissioned by Social Media Today, and sponsored by SAP (NYSE: SAP). The report was released in Q1 2014 and is based on a survey fielded in 2013 with 1,258 participants.
Iconsulthotels @ the 2013 Saudi Excellence in Tourism AwardsIconsulthotels
Iconsulthotels was honoured to be part of the judging panel for the 2013 Saudi Excellence in Tourism Awards and also to be chosen as the host for the 'Food & Beverage' category of the awards ceremony, which was held on 2nd April 2013 at the Riyadh Exhibition Centre, Kingdom of Saudi Arabia, under the patronage of HRH Prince Sultan bin Salman bin Abdul Aziz.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
Iconsulthotels & the 2013 SETAs in Tirhal - The Saudi Tourism Magazine - May ...Iconsulthotels
Coverage of the 2013 Saudi Excellence in Tourism Awards in "Tirhal" - the Saudi Tourism Magazine.
Iconsulthotels was honoured to be part of the judging panel for the 2013 Saudi Excellence in Tourism Awards and also to be chosen as the host for the 'Food & Beverage' category of the awards ceremony, which was held on 2nd April 2013 at the Riyadh Exhibition Centre, Kingdom of Saudi Arabia, under the patronage of HRH Prince Sultan bin Salman bin Abdul Aziz.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
Destination 2.0 - Digital Travellers and the Destination Oman: International ...Iconsulthotels
Our CEO, Martin Kubler, gave a day-opening keynote speech on day 2 of the conference, which dealt with hospitality innovation and tomorrow's guests and travelers. Martin spoke about how today’s hotel operations must change to cater to tomorrow’s travelers, the move from last-minute to very-last-minute bookings, the continuing rise of mobile bookings, and the emergence of new social currencies.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
“Social Media Savvy” is our CEO's monthly column about all things hospitality & social media in Hotelier Middle East, the largest hospitality & tourism industry publication in the Gulf region.
In August 2014, our CEO discussed how hotels can use social & digital media to support their Corporate Social Responsibility (CSR) efforts. Find out more at www.hoteliermiddleeast.com/opinion/columnists/ or www.iconsulthotels.com
Would you like Iconsulthotels experts to write for you, too? Have a look at http://qoo.ly/3ntq9
The Impact of Social Media and Technology on the MICE Industry in the Middle ...Iconsulthotels
"The Impact of Social Media and Technology on the MICE Industry in the Middle East" - our CEO's keynote contribution to the MICE Middle East Forum, which was held at the JW Marriott Marquis Dubai on 1st October 2013.
To date, this is one of Martin Kubler's most popular keynotes!
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
How today’s hotel operations must change to cater to tomorrow’s travellers: H...Iconsulthotels
We were very pleased to be part of the 10th Annual Hotel Technology Forum, which was held in Las Vegas in April 2014. The conference's theme was "The Hyper-Connection: Powering Hotels & Engaging Guests in an "Always-on" Culture".
Our CEO, Martin Kubler, gave a day-opening keynote speech on day 2 of the conference, which dealt with hospitality innovation and tomorrow's guests and travelers. Martin spoke about how today’s hotel operations must change to cater to tomorrow’s travelers, the move from last-minute to very-last-minute bookings, the continuing rise of mobile bookings, and the emergence of new social currencies.
Looking for an MC, moderator, or keynote speaker? See what Iconsulthotels can do for you here: http://qoo.ly/ebtb
The debt collection industry has changed significantly over the past ten years. The impact of technology on debt collection practices, industry consolidation
Marcadis Singer PA are debt collection attorneys, our practice is focused exclusively on all matters concerning the collection of money that is owed to individuals and businesses. An often forgotten source of financing is the rapid collection of receivables. If your small business is in need of collection services to help grow your business, don’t hesitate to call.
Debt collections happen in almost every operating business. They are just part of the business landscape. In today’s tough economy, customers may be having more trouble than normal paying their debts. When invoices/installments aren’t getting paid, it may be time to hire a Collections Management Professional (CMP) to help get these debts paid. CMPs are experts in the business to business debt collection. As in every industry, there are good ways and bad ways to perform debt collections. Here are some ways to increase your success.
10 Tips to Maintain Accuracy in Debt Collection Services.pptxDebt Nirvana
In the intricate landscape of debt collection, maintaining accuracy is paramount for ensuring successful outcomes. Debt Nirvana presents ten indispensable tips to enhance efficiency and effectiveness in debt collection services. From meticulous preparation and documentation to fostering constructive dialogue and providing viable options for repayment, our approach emphasizes professionalism and empathy. By understanding the debtor's circumstances and maintaining open communication, we aim to facilitate mutually beneficial agreements while upholding ethical standards. Our experienced team navigates the complexities of debt collection with expertise, ensuring that each interaction is conducted with integrity and respect. Should traditional efforts prove futile, Debt Nirvana offers the expertise of reputable debt collection services in India, providing comprehensive solutions to address outstanding debts. Contact us at +91-9810010294 or via email at rvm@debtnirvana.com to optimize your debt collection strategy and achieve timely resolutions.
In international business where laws, communication and regular contact is weak when compared to working in the same country or city, trust becomes important. How do you develop it? Over the years, I have tried and studied some strategies that have worked for me. Have a look at this presentation. I hope it is helpful.
1. Tenacious / Te·na·cious
1. Not easily pulled apart
a : persistent in maintaining, adhering to, or seeking something
valued or desired “a Tenacious advocate of civil rights” / “tenacious
negotiators”
2. Holding fast; Tenacious of old habits. pertinacious, persistent, stubborn,
or obstinate.
3. Stubborn or persistent: a Tenacious character
2. LETS START WITH A VERY IMPORTANT PART:
“OUR ATTITUDES”
Be resolute.
Be or become Goal driven, set:
Daily
Weekly
Monthly
Set the example.
Be a positive force within your organization.
Show leadership
Meet the challenges with a healthy, good, and positive attitude.
Be happy, positive and up-beat…..ALL THE TIME.
3. LETS COME TO TERMS
In order to be successful, in any endeavor. We must realize what we
are and what our primary duty is and the envioment of those:
We are: Bill Collectors
And are on a: Collection floor
Yes, we have nice names, like:
Patient Financial Representative
Billing specialist
Business Office
Patient Financial Services or Revenue Management Office
In the end we are Collectors on a Collection floor. Create the
environment for success by having an understanding of what we
really do.
4. WHAT MAKES A GOOD COLLECTOR?
A good Collector doesn't need to beat, shout or intimidate the payer
into submitting payment.
It’s a conversation / negotiation leading to the payer into payment
submission.
A “journey” arriving to a mutual agreement and conclusion:
“Payment” for services.
Making the case that your bill / claim is important enough to be
paid NOW.
And if you can get them to do “favors”…you won.
5. BUILD ALLIES
Connections are good:
Get to know your payers, not as “necessarily” as adversaries but allies.
Give them what they need. Don’t hold back.
Don’t play a back and forth till you end up with “belief polarization”.
Positive manipulation is not evil or bad.
Be considerate of their role, just attempt to trump yours.
Have them know and be comfortable, trustworthy of you.
DO Not betray the trust that was given.
Be “connected” and have them want to do for you.
6. LETS SET OURSELVES UP FOR SUCCESS:
“PREPARATION”
The 5 W’s: The 5 “underpinning” questions that solidify payment claim conclusion.
“Who” are you speaking with
“What” are they doing with the claim
“When” is the claim going to be paid
“Where” is the claim in their process and verify where the payment is going.
“Why “ hasn’t the claim been paid?
7. CALL PREPARATION
Be Prepared:
Know how the claim should be paid.
Have the claim “up”.
Review past notes.
Gather any necessary additional paperwork.
Be ready for the representative’s question
Closed End Answers – Yes & No - leave little room for retorts.
8. THE CALL
We can be Tenacious, while being friendly, polite, helpful. Most
important be “genuine.”
ID yourself and the representative that your speaking with ask and
notate the encounter / call reference / ticket number.
State the mission of your call.
I would like to check “payment status on the following claim” not
“status of the claim.” We’re looking for payment not status.
When is the expected date of payment?
Do not be timid about this.
Date of ECS / date of claim transmission:
Confirm: that it was Clean , Accepted and not “Rejected”
Be Ready for anything, don’t take NO for an answer.
Remember its like a tug of war: The insurance company prolongs payment
while we expedite payment.
9. THE RETORT
Don’t be shy, but do not be rude….this is very important. Your goal through your Tenacious
approach is to have the representative to some degree be an advocate for you.
Why is the payment delayed? / delayed so extensively?
Who is reviewing the claim? May I have the representative or supervisor of that dept?
What is it that you need to conclude payment verification?
Ask what their definitions of “in process” / “pending’ / “further review” and more
importantly time frames.
What is your appeal process?
Time to bring the Calvary in.
When is it time to get the guarantor involved?
Mrs. Jones; “I’m calling to ask your assistance involving your healthcare claim with
Corpra Care Insurance. They have not denied nor made payment according to your
plan. All required claim / medical information has been submitted. To be perfectly
honest; we’re not sure why they have not paid nor denied the claim. We’re hoping that
you can assist us in that regard”.
10. THE FOLLOW-UP
Bi-weekly follow-up on accounts greater than $10,000.00
Review notes site encounter #
Press (remain civil) for claim conclusion
Site that all requested information was provide, give Encounter Number of
that conversation
Claim not on file
Verify all information needed to re-file the claim.
Request (do not ask) to send claim via fax.
Request (do not ask) for the claim to be processed in a expeditious
manner. Site the original electronic transmission date as backup for
this request.
Schedule a follow-up call to the representative immediately following
the claim transmittal. This is to verify that the rep has the claim in
their hands.
Request (do not ask) if you can follow-up in the next day or so that
the claim is in processing. At this time you also request ETA of the
claim conclusion.
This is where your tenacious approach can pay off. Remember; you do
not have to be rude or overbearing. They owe your hospital this payment
for the services your facility put out.
11. CLAIM INFORMATION NEEDED FROM PATIENT
Do you believe it is appropriate get the patient involved?
Exact information is imperative. Don’t waist time in continually
going back for more information.
If necessary have a 3 way call with the patient.
Once the carrier issues is “satisfied”, push for a payment date.
12. A BUM CLAIM
Get it Corrected.
If you don’t have the authority to corrected, have it done.
Take it to your supervisor.
Take it to the appropriate department.
Solicit support from the payer (Insurance) to rectify the claim.
13. DON’T BE A “BURN-OUT”
Be consistent.
Pace yourself.
Find know, and understand your niche, and speed.
Better to be at a predictable level with smaller peaks and valleys
rather than a higher variance of peaks and valleys
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
Joe Moe
Jane Fane
14. NOTATION – NOTATION - NOTATION
Not enough words of importance can be said about notation.
It qualifies.
It hold all involved: ACCOUNTABLE….especially the Payer.
It will empower you, your associates, and facility.
It will put you in charge.
And make you keener and more confident.