A Balancing Act | IAT SmartDial® Solutions

A Balancing Act

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Strains on today’s economic environment are creating great challenges for the collection industry, particularly in medical collections. Many individuals opt to have high deductible insurance plans to reduce the expense of their medical insurance premiums, but then need major medical care. Consequently, more patients are carrying large healthcare bills.

This leaves a dilemma for hospitals and medical clinics: a balancing act providing service to their communities and maintaining good relationships with patients while collecting their unpaid bills. The goal is to address the hospital/clinic’s concerns (the unpaid bills), while operating in a spirit of compassion and empathy.

Agencies involved with medical collections must make sure they represent and handle each client’s patients in a manner consistent with that client’s guidelines.

IAT SmartDial’s IVR messaging can help the medical collection industry meet these objectives:

  1. Increase medical collections.
  2. Help hospitals/medical clinics maintain excellent relationships with their patients during the collection process.
  3. Give agencies the flexibility to adjust their payment options to the current economic conditions. During tough economic times, it might be wise to adjust your normal collection process. For instance, you might allow smaller payments over a longer period of time.

Many patients like the ability to make payments without the need to speak with a collector. They would rather have access to an “unattended payment” capability with the options to pay by credit card or electronic check.

IAT SmartDial’s IVR capabilities enable

  • Patients to make payments anytime of the day.
  • Hospitals and clinics to set the parameters for payment arrangements offered to patients.

IAT SmartDial call center solutions create a win-win situation for the patient, medical facility and collection agency. Give me a call and together we can discuss solutions to your medical collection needs.

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This article was written by David E