Which of the following apply to the process of collection calls?

The correct answer relates directly to the essential practices of effective communication in medical billing and collections. Verifying the receipt of the bill is a crucial step in the collection call process. It ensures that the patient is aware of their outstanding balance, which aids in addressing any disputes or confusion they may have regarding the charges. This practice promotes transparency and encourages an open dialogue between the billing department and the patient, ultimately fostering trust and facilitating resolution.

In the context of the other options, avoiding patient contact is counterproductive to the goals of the collection process, which require engagement and communication. Relying solely on a script may limit the ability to respond dynamically to patients' concerns or questions, which can negatively affect the customer service experience. Ignoring patient concerns is detrimental; it can lead to frustration and even escalate issues, making it less likely that the patient will resolve their outstanding balance. Engaging constructively with patients fosters better relationships and increases the likelihood of successful collections.