What should collections specialists strive to achieve while on the phone with patients?

When working as a collections specialist, the primary goal during phone conversations with patients is to build a genuine rapport while remaining focused on the topic at hand. This approach helps to create a positive interaction that can encourage patients to engage and cooperate in settling their accounts. Establishing a connection can lead to increased trust, making patients more likely to discuss their payment options or any concerns they may have about their bills. A conversation that strays too far from relevant topics can detract from achieving the primary objective of collections, which is to resolve payment issues efficiently.

Maintaining the right balance of professionalism and personal touch is key. It allows specialists to understand patients' situations better and respond empathetically, which can lead to better resolutions in payment collections. Thus, fostering rapport is essential for success in the role.