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Your daily life as a chiropractor is probably pretty busy and it can make your life easier when you have an automated billing service provider to handle things. However, there are going to be times that you are going to have to make a difficult call. No one wants to call someone to collect a debt. It can be stressful for not only the patient, but also you.
If you are having to perform collection calls, then there are a few key things that you should remember. As a billing company we know it can be difficult so here are a few things that you should think about during a collection call.
What to Remember During a Collections Call
Everyone’s Situation is Different
No two collection calls are going to be the same. Everyone is from different backgrounds and everyone has different struggles. When you go into the call you should go in with an open mind and the goal of helping the customer. It might help if you imagine how you’d want to be treated during such a call and try to replicate this behavior to the best of your ability.
You’re There to Help
Yes, you are helping the chiropractic billing company obtain payment but you are also helping a customer who is likely struggling financially establish a reasonable payment plan that works for them. You aren’t a heckler. You are someone who is trying to help someone else during an already stressful time figure out a safe way for them to make payments.
Your Attitude Can Change Everything
Yes, collection calls are difficult even with the best software out there. You should keep a positive attitude, use polite language, speak clearly, and don’t be afraid to ask how the customer is doing. If you come off as rude or like you are just dealing with another collection call, the customer is likely to not want to talk to you. By humanizing yourself, you are connecting with the other person and allowing for an easier method to reach a solution.
You May Not Have All The Answers
It doesn’t matter how long you have been with your chiropractic billing company, there are going to be times you don’t know what to do next. In these moments, you should take the time to collect yourself and then reassess the situation. If you have to research something, make sure the customer has your phone number or email for future contact when you can resume the call.
Collecting debt isn’t an easy process, and no one wants to have to do it. It comes with the territory of being a billing company, though. If you have more questions about how a chiropractic billing service handles debt collection don’t hesitate to reach out to someone, for answers.
