Collection Agency

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15 Expectations for Medical Practices from a Collection Agency

Medical practices expect several key strategies and outcomes from collection agency to effectively manage overdue accounts, maintain patient relationships and ensure financial stability. Here are the primary expectations:

  1. Compliance with Laws and Regulations: A Collection Agency must comply with all relevant laws and regulations, including the Fair Debt Collection Practices Act (FDCPA), Health Insurance Portability and Accountability Act (HIPAA), and any state-specific regulations. This ensures that patient information is handled securely and ethically.
  2. Effective Communication: They should communicate effectively and professionally with patients, maintaining the medical practice’s reputation while attempting to collect unpaid debts. This includes clear, respectful, and non-harassing communication methods. They must also provide documentation to prove the debt in case patient asks them.
  3. High Recovery Rates: Medical practices expect a Collection Agency to have a proven track record of high recovery rates and provide references if requested. Effective collection strategies that maximize the amount of debt recovered are crucial.
  4. Transparent Reporting: Regular and transparent reporting on the status of accounts receivable, including detailed accounts of efforts made and outcomes, allows medical practices to stay informed about the collection process and evaluate agency’s performance.
  5. Patient Retention: Even though collecting overdue payments is essential, retaining patients is also critical for a practice’s long-term success. CA-USA will handle collections in a manner that, whenever possible, preserves the relationship between the patient and the practice.

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  6. Cost-Effectiveness: The services provided by CA-USA Collection Agency are cost-effective, with clear, reasonable fees that do not negate the financial benefits of recovering outstanding debts. This means giving choice for low fixed fee and standard collection services. There is no on-boarding fee or minimum accounts commitment.
  7. Customized Services: Understanding that each medical practice has unique needs, a collection agency may offer customizable services tailored to the specific requirements and policies of the practice.
  8. Data Security: CA-USA ensures the high levels of data security to protect sensitive patient information, in compliance with HIPAA, SOC, SSL, GLBA and other data protection laws.
  9. Patient Education: In most cases, CA-USA may also provide education and support to patients regarding their bills and payment options, helping to prevent future delinquencies.
  10. Ethical Practices: Above all, ethical practices in dealing with patients. This includes providing accurate information, respecting patients’ rights, and avoiding any form of intimidation or inappropriate behavior.

CA-USA’s medical collection system

Medical Practice collection plans

Additional aspects that medical practices may expect from a Collection Agency include:

  1. A Secure Client Portal: Access to a secure, user-friendly client portal where they can manage their accounts seamlessly, including the ability to upload accounts in batches, for example, using Microsoft Excel formats. CA-USA will also provide short and simple client portal tutorials if requested by clients.
  2. Advanced Data Processing Capabilities: CA-USA has the capability to scrub patient records for factors affecting the collection process, including performing skip tracing, checking for bankruptcy filings, identifying if a patient has a history of suing businesses, and providing free credit reporting.
  3. National Licensing: CA-USA has a national license, ensuring they can legally collect money from patients regardless of their location within the United States. This is crucial for dealing with patients who have moved across state lines.
  4. Technological Integration: CA-USA’s systems may integrate with your medical practice’s existing software and technology platforms for seamless data transfer and real-time updates on the collection process. We provide integration with EHR systems like Athena Health.
  5. Professional Training: CA-USA’s staff is professionally trained in the nuances of medical debt collection, understanding both the legal and interpersonal skills necessary to navigate these sensitive situations effectively.

These points emphasize the need for a Collection Agency to offer a combination of technological capabilities, legal readiness, ethical practices, and strategic flexibility, ensuring comprehensive support for medical practices in managing their accounts receivables effectively.