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ACA mambers share their best ideas for success in the health care collection market.
Wondering how to achieve success within your health care collection operation? Ask your peers! Some of the most interesting and innovative ideas on how to improve your business can come from fellow collection agency owners and managers. From setting client expectations to acquiring and retaining new clients, ACA International members share the ideas and experiences that have worked for them.
Setting Expectations with Clients
When entering into a new relationship with a client, it's important to set expectations for both the agency and provider about a variety of tasks. Find out how a client's staff likes to be contacted - by phone or by e-mail? Document who needs to receive what information and who to contact with problems or questions.
"We do a 'Welcome to Allied' lunch," said Darren Cook, vice president of business development for Allied Business Services in Zeeland, Mich. "When we can sit down over a sandwich and go over all the details to customize a program, it saves us time and money. Plus, we get off to a great start with the client."
Rachel Wagner, compliance manager with Merchants Credit Adjusters in Omaha, Neb., developed work standards sign-off sheets to document the entire collection process from start to finish. She documents everything, including how her company will receive files and the types of reports the client requires. When every task has been documented, the client receives a copy of each standard for reference if questions arise.
"The client must review the standards and sign off on them prior to us going live," Wagner...