The fundamental key to maximum resolution is early intervention with an effective blend of qualified professionals and advanced technologies.
Early contact by qualified professionals can communicate our clients’ unique messages to their patients regarding payment options and expectations. Recognizing that preserving patient relationships is equally as important as collecting bills, The Outsource Group’s staff treats all patients with professionalism and courtesy.
Our Process All the work we do on our clients’ self-pay receivables is done in the name of the client. Letters are sent on your letterhead, phone calls are answered as the business office and a local prefix number is established for patient calls. Our process is structured to enhance customer service while focusing on cash collections.
The Outsource Group works closely with clients to develop and track the KPI's that are important to the client. We also provide feedback, benchmarking your business to industry averages.
If, through letters and telephone contact, account resolution has not occurred after 90 -120 days from date of placement, the account will escalate to a predetermined status, which the client will establish.
Our Technology We employ the same sophisticated technology and processes for self-pay as for bad debt to ensure a higher penetration of the most collectible accounts in the shortest time.
Specifically, we utilize the following:
Scoring and Segmentation Systems
Our proprietary scoring and debtor segmentation systems linked to our data warehouse identify who is likely to pay, what collection strategies should be used and the priority for working accounts.
Predictive Dialing Technology The Outsource Group collectors are connected to the most current and sophisticated collection-based predictive dialing technology on the market. Our dialer minimizes call loss, with outbound call loss at less than 5%. Normal industry figures usually average10% or more. Our inbound call loss is less than 1%.
Skip Tracing The Outsource Group has a technology-enabled and totally dedicated skip-tracing department devoted to locating new addresses, phone numbers, places of employment and assets.
IVR, IC Messaging & 24/7 Pay-by-Phone
Our collection personnel utilize IVR & IC messaging and communication, as well as offer 24/7 pay-by-phone options with check, credit card and payment plan arrangements.
Our Reporting The Outsource Group works closely with its clients both in the beginning of each program and through ongoing monthly or quarterly operations meetings to develop and track KPI’s, collection expectations, metrics and benchmark tracking. In addition, regular reporting mechanisms are put in place, which include, but are not limited to, the following:
- Acknowledgement Report
- Status Report
- Placement History Report
- Activity History Report
- Closeout Report
- Address Change Report
- Statement of Collections
