Going through a divorce can be a very frustrating process, especially when legal proceedings are drawn out due to joint assets and debts. Recent separations can result in financial strains for patients and can potentially lead to bill neglect. Oftentimes, one party may object to paying their ex-spouse’s medical bills, as they assume that the responsibility is no longer theirs. In a situation such as this, hospitals and medical practices’ healthcare debt collection efforts can suffer, especially if employees are not trained in collecting from divorced patients.
Great collection practices start before a patient ever walks into a medical facility. Because there are so many steps involved in the revenue cycle management process, it is important to establish a healthcare debt collection policy for your office that all employees are able and expected to follow. A clear cut policy combined with customer service and collections training for staff members will ensure patient satisfaction and a healthy accounts receivables balance.
Front office employees are responsible for many important tasks within your organization. Not only are they the first and last people your patients have contact with, but they are also responsible for collecting crucial information for insurance claims and medical bill collections processes. With proper training and preparation for front desk staff, your hospital or practice will run more efficiently.