Which strategies should collections specialists use when talking to patients on collection calls?

Being straightforward and honest is a crucial strategy for collections specialists during collection calls with patients. This approach fosters trust and transparency, encouraging open communication. When patients feel they are being treated fairly and openly, they are more likely to engage cooperatively and discuss their financial obligations.

An honest discussion about the patient's account, including the balance due and payment options, can help patients better understand their situation and the importance of resolving their debt. This strategy also gives patients the opportunity to voice concerns or questions about their bills, which can lead to more effective resolutions.

Additionally, maintaining clarity and integrity in communication aligns with ethical collection practices and can enhance the overall reputation of the healthcare provider involved. Establishing a good rapport with patients through honest communication may also result in higher collection rates while preserving the provider-patient relationship.