Doctors, nurses, and support staff know that patient health is most important, and they often believe that bringing up billing issues during a visit would disrupt the quality of care. This isn't usually the case. Patient satisfaction comes from both health outcomes and payment expectations. Even if a patient achieves the clinical results they're looking for, they may be dissatisfied if they're confused about the bill. Being upfront with patients when it comes to their financial responsibilities will make things clear. While it's sometimes impossible to clarify an exact amount, providers should offer estimates in good faith directly in the office when possible.
There are federal laws, such as the The Fair Debt Collection Practices Act and Health Insurance Portability and Accountability Act, that restrict what you can do as a medical bill collector. Violating these laws can have serious consequences. That doesn't mean, however, that contacting patients at their home shouldn't be a part of your collection practices. As long as you and your staff familiarize yourself with the law, you can avoid receiving complaints. For example, you should not:
Because many providers are worried about the effectiveness of future collections, they try to get paid immediately after services are rendered. It's a misconception that this is a good tactic. Setting up patients with automated payment plans using saved billing information, and timely notifications, including phone calls when necessary, makes things simpler for everyone.
Whether it's due to a lack of resources or apprehension about using a collection agency, many healthcare providers don't think it's worth the effort to seek payments from delinquent patients. This misconception can cost hospitals and doctor's offices a lot of money. Many resources are available for providers who aren't able to continue making collection efforts for patients who are past due. Often, a third-party collector utilizes tools and tactics that some healthcare providers simply don't have access to, making them more effective than many in-facility efforts. Some individuals cause a fuss when collectors pursue payment even when the efforts are cordial and ethical, but they are rare.