Collection Call Sample Script

As a part of your Collection policy, you may want to consider an outline on how your staff should handle collection calls.

Collection Call Script Tips

1. Hello, may I please speak with [name of patient].
   • If the person on the other end is not the patient and asks who is calling or what you need, tell them you are calling on a personal matter. You may leave your name and number for a return call but do NOT discuss any details of the account or indicate that there is an account.
   • If the person states they are the patient, then proceed with step 2.
2. This is [say your first and last name] with [company name]. I am a representative in our collections department and not an attorney.
3. If you record outgoing calls, you must inform the patient–This call may be monitored or recorded for quality and training purposes.
4. Proceed by authenticating/verifying the patient’s information. Verify two of the following four pieces of information:
   • Entire Current Address (street, city, state, zip code)
   • Phone Number
   • Month and day of birth
   • Last four digits of the social security number
5. State the mini-Miranda and the call recording script:
   “This is an attempt to collect a debt. Any information obtained will be used for that purpose. This call may be monitored or recorded for quality and training purposes.
6. At this time, you may proceed with discussing the account.
7. Make sure to restate your company’s name and the current balance.
8. Always begin negotiations requesting the balance in full and then proceed as necessary within your payment plan guidelines, i.e., do you want to have a minimum amount or minimum percent of balance due?
9. Verify the payment information (account number, routing number, etc) when taking payments over the phone.
   • If an ACH payment is made by phone, then the electronic funds transfer disclosure must be given as well.
     “When you provide a check as a payment you authorize us to use information from your check to make a one-time electronic fund transfer from your account for the dates agreed upon. Funds may be withdrawn from your account on the same day of your payment(s) and you may not receive your check back from your financial institution.”
   • If payment is made by credit card, you will want to confirm the amount of the charge and the dates and amounts of any future charges.

What happens when you get voicemail?

You also should create a script of what you want your employees to say when its necessary to leave a voicemail.

Here’s an example:
“This is an important message from [say your first and last name] with [company name]. I am a calling about a personal matter and would appreciate it if you would call me back at [telephone number] to resolve this matter.”

Finding, selecting and training the right employees to make collection calls can be overwhelming. If you need help with your patient pay collection calls, contact Bruce Gehring at 913-338-4790 x202 to see how we can help.

Article Credits:
We want to thank Dan Rabin from Berman & Rabin P.A. for his input for this article.