QUESTION: Laura mentioned outsourcing A/R and using a collections agency if needed. She talked about interviewing the companies. What would we ask and what’s important to know?

ANSWER:I recommend outsourcing things like Insurance Verification and Accounts Receivable when it makes sense for your practice. I think it’s much more important for your team to focus on the patients and exceptional customer service than sitting on the phone for hours with insurance companies or chasing down past due accounts. When it comes to a collections agency, there are many companies that are experts in this area and I highly recommend reaching out and interviewing them first to find out if they are the right fit for you and your practice.

Here are a few questions I would consider asking:

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Are you licensed in all 50 states?
How do you train your collectors?
How much will your services cost me? (ie. percentage of collections, flat rate per account, etc.)
Do you work with my type of business or what is your experience/expertise in my type of business? (ie. do you work in dental)
What will be your expectations from me?
How will my patients be treated by your collectors?
How will I be updated on the status of my accounts?
What sets you apart from other collections agencies?

Remember, we provide the best care and exceptional customer service to our patients and we want to be paid for our services so keeping a good account of your receivables & collections is very important and working with a company that can help you achieve both is ultimately the best for you and your patients [/mepr-active]