Having a healthcare collection agency on your side can be
extremely helpful and can save you lots of time and money. However, you always
have to make sure that you’re actually getting what you’re
One way that you can do that is by insisting on a
performance review meeting at least once every quarter. This will enable you to
see what your collection agency is actually doing for you and how much success
it’s had over the last few months. One bad quarter probably isn’t a good enough
reason to ditch your current collection agency, but if an agency is
consistently performing poorly, it may be wise to look at other options.
If you find that your agency isn’t performing up to par, but
you want to continue working with it, it can be smart to sit down and create
specific goals to work toward. Ask your collections agency to reach a certain
dollar amount in collections for a quarter, or you can get more technical and
create actual performance metrics and benchmarks. The important thing is that
your business is the one creating these goals; doing so puts you in control and
doesn’t leave any room for the collection agency to “spin” results or to only
meet goals that are designed to benefit it and only it.
Remember, too, that you can and are encouraged to perform
site audits from time to time. During these audits, walk around the actual,
physical place where your accounts are being handled. Listen to the calls
people are making and the way they’re speaking to your clients. Take control
during the audit; you should be able to freely walk around and get a feel for
all the workers, both new and experienced; you should not be steered in the
direction of the best collections worker in the building and then be expected
to stick by his side and only his side!
An audit is also the perfect time to ask about how your
agency is monitoring its workers’ adherence to all credit reporting laws and
regulations. If the agency can’t give you an answer, then it’s definitely time
to take your business elsewhere since adherence to laws is one of the most
important qualities in any collection agency!
Finally, never underestimate the value of how you feel and
are treated by your collections agency. You should always feel respected and
valued...like your debt collection agency is glad to have you as a client!
Remember, there are many great collections agencies out there, and if you’re
not getting all that you need from yours, then there is definitely nothing
wrong with choosing a different agency to meet your needs.
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