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ASK FLO: Are New Payment Methods Inspired by Millennials?

Dear Flo:

I am not a millennial, but I know they’re a growing part of our population.  I have to believe they’re HEALTHIER, and probably don’t go to the doctor as much.  Can we hold off on making drastic changes to our revenue cycle processes and consider making incremental adjustments as they get older?

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Revenue Cycle Practices to Reduce Bad Debt in Healthcare?

In 2018, Sage Growth Partners conducted a survey among 100 hospital executives and found that 36% of them had bad debts totaling over $10 million, and 6% over $50 million. Only half of those executives felt they’ll only recover about 10% of that astronomical amount. So what can be done about it?

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Report Shows Top Consumer Complaints in Debt Collections

Last month, The Bureau of Consumer Financial Protection released their 2018 Consumer Response Annual Report. Revenue cycle management and accounts receivable departments should familiarize themselves with insights from 81,500 complaints highlighted in the debt collection complaint data.

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Five Strategies That Will Take Your Contact Center to the Next Level

You need more from your contact center, and you need it now. Sure, adding more agents might help, but that might not be a feasible solution at the present time. So, that means your existing contact center staff needs to produce more results. Well, there are several NEXT LEVEL strategies that can improve your contact center without having to hire more headset heads.

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ASK FLO: How Does Text Messaging Fit Into My Revenue Cycle?

Dear Flo:

I work for a doctor’s office, and yesterday we had a meeting about making payments easier for our patients. The topic of text messaging came up, and we like the idea. However, we have questions – What’s the best way to tell patients about it, and how do we even implement such a thing?

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How to Get the Most Out of Your Post-Call IVR Survey

Why conduct a post-call survey with an IVR instead of the agent themselves? Honesty. Most consumers are less reluctant to share negative feedback through an IVR, compared to telling the agent themselves.

Since you have complete control of the survey’s contents, you can learn a lot of valuable information about your consumers, your agents, your process, and your message. An effective post-call survey involves asking the right questions in the right way.

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ASK FLO: Are “Consumerization” and “Self-Service Payment Options” Rooted in Facts or Fiction.

Dear Flo:
It seems like the latest fad in contact and call center buzzwords is “consumerization” and “self-service”. I mention both because my organization focuses on revenue cycle management in the healthcare space, and I keep hearing about the consumerization of healthcare transforming contact centers into self-service providers. Okay, great. So, now what am I supposed to do?

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2018 Benchmark Study

Communication and Payment Preferences of Consumers with Past Due Debt

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