Knowledge Center

Americollect appears on the Inc. 5000 list for 10 years in a row

For the 10th consecutive year, Americollect has received the honor of being listed on the Inc. 5000 2018 Fastest Growing Private Companies in America.

Inc. magazine has named the fastest-growing companies in America with the annual Inc. 5000 list – the most prestigious honor for private businesses. Started in 1982, this esteemed list has become the hallmark of entrepreneurial success. The Inc. 5000 is ranked according to percentage revenue growth over a three-year period.

“I’m very proud that our continued growth earned us a place on the Inc. 5000 list for the 10th consecutive year,” stated Kenlyn T. Gretz, CEO of Americollect. “It’s a testament to the hard work of our dedicated teammates and our culture of being Ridiculously Nice. Our growth is a direct result of our Ridiculously Nice approach of showing empathy to help explain away the complexity of healthcare bills to patients.”

There are only 20 other companies in the U.S. that made the list 10 years in a row and Americollect is the only collection agency to obtain this distinction.

Americollect partners with healthcare systems nationwide operating two divisions: one serving as a hospital’s customer service team, and the other as a healthcare collection agency. They provide a better patient experience by being Ridiculously Nice.

The Importance of Social Security Numbers in Self-Pay Collections

Jody Heard,
Regional Director of Ridiculously Nice Sales

In today’s environment of rampant identity theft and data breaches, many organizations are reevaluating what patient data they truly need to collect and store in order to perform their day-to-day operations. One such piece of information that is under the microscope is Social Security Numbers (SSNs). The reason that SSNs are under scrutiny today, is because the Centers for Medicare and Medicaid Services (CMS) is currently issuing new Medicare cards which replace the SSN-based Health Insurance Claim Number (HICN) with a new Medicare Beneficiary Identifier (MBI). Along with this change, you have most likely seen the headlines and articles which quotes CMS Administrator, Seema Verma as saying, “We’re taking this step to protect our seniors from the fraudulent use of SSNs, which can lead to identity theft and illegal use of Medicare benefits.” These two facts taken out of context have led many to believe that utilizing SSNs in healthcare is toxic.

What we need to understand though, is that it was not CMS’s use of SSNs that caused issues, but the way in which they utilized them. CMS’s choice to openly display the HICN/SSN on the front of all Medicare cards, a card which many seniors keep in the front of their wallet inadvertently displaying their SSN throughout the day to any number of strangers, caused the issues and the potential for identify theft. In fact, according to the Office of the Inspector General (OIG), “For more than a decade, we and other Federal agencies recommended taking SSNs off of Medicare cards, to limit identity theft and Medicare fraud against seniors.” I will point out that the OIG recommended removing SSNs from the Medicare cards, not eliminating the use of them.

Accurate Identification
SSNs play a vital role in correctly identifying U.S. citizens and in healthcare, your patients. This becomes especially important as you consider the back-end of your revenue cycle process or more specifically, self-pay collections. The ability to correctly identify the appropriate patient while collecting self-pay balances reduces cost and increases collection rates while minimizing exposure to litigation. SSNs are required for many of the processes that your self-pay vendors utilize. When you neglect to provide that information, your vendors are forced to rely on less accurate processes like matches based on name and date of birth. Now if you consider that according to there are 38,313 James Smith’s, 34,810 Michael Smith’s, and 32,092 Maria Garcia’s in the U.S., the likelihood of getting the wrong match with only a name and date of birth exists. Having a wrong match can lead to, in the best case, an uncollectable account or poor patient experience. In the worst case, litigation.

Our Processes
The following are just a few examples of the processes that Americollect utilizes which require SSNs. Because these searches require the SSN, we are unable to perform them for organizations not providing it.
• Known Litigant Search – Identifies patients whom frequently sue collection agencies. These accounts are handled by specialists in this area reducing the likelihood of future litigation.
• Title 19 Search – Identifies patients whom fall under Title 19.
• TRIP (Tax Refund Intercept) Search – For states which offer this program, enables garnishment of tax refunds to pay outstanding medical bills.
• Credit Reporting – A SSN is now required in order to report on credit files.
• Insurance Eligibility Verification – When a potential insurance carrier is identified for an account, eligibility is validated before the client is notified, reducing the labor and cost for our clients.
• Presumptive Eligibility – For organizations that wish to implement a Presumptive Eligibility program, Americollect can help. Our account searches provide the due diligence necessary to score and identify accounts which would fall under presumptive eligibility. This process requires a SSN in order to be successful.

The following procedures do not require a SSN but are vastly more accurate when one is provided.
• Guarantor Level Grouping – Americollect groups all incoming accounts at the Guarantor level. This reduces the number of calls and correspondence that a household receives, greatly improving patient satisfaction and collection rates. If SSNs are not provided, this matching is not as accurate resulting in many accounts not being combined and patients receiving multiple phone calls and statements.
• Bankruptcy Search – Bankruptcy searches can be performed without a SSN; however, they are significantly less accurate resulting in an increased litigation rate.
• Deceased Search – Deceased/Probate searches can be performed without a SSN; however, they are significantly less accurate resulting in an increased litigation rate.
• Skip Tracing – When skip tracing, use of the SSN provides a significantly better chance of locating a correct address and phone number.

Now that you understand why a SSN is important to your self-pay process, we should also discuss your staff’s largest barrier to getting it – the patient. As identity theft has grown across the nation, the public has become educated on the dangers of providing their SSN. As a result, your staff may encounter push-back from your patients when requesting this information. Two approaches that we have seen work well in this discussion with the patient are as follows:
• Privacy – To protect your privacy, we utilize your SSN to validate your identity when speaking with you. Your SSN is one of the only numbers that you, and you alone know, allowing us to verify that you are you before discussing your sensitive personal health information.
• Credit – We need your SSN because we are extending you credit for our services. Once your portion of the bill comes due, we need to make sure that we can collect on it. This is just like when you apply for a loan or a credit card with a bank and your SSN is the first number that they ask for.

By providing your self-pay vendors with the correct SSN for your accounts, you ensure accurate, timely, and effective debtor identification while reducing cost, increasing collection rates, and minimizing exposure to litigation. You should also remember that your self-pay vendors are trusted partners of your organization whom you rely on to protect the PHI of your patients. If you cannot trust them to protect your patient’s SSNs, should you really be trusting them with your PHI?


Defense Wins Championships

Nick McLaughlin,
Ridiculously Nice Sales and Business Development

The old sports cliché gets repeated every time a new sport enters championship season. But when it comes to collecting patient balances, playing defense with data has been the key to Americollect becoming a champion partner in Early Out and Bad Debt Collections. We receive thousands of patient records from our clients every day, and if something goes wrong in the data export, transfer, or programming process, we could be trying to collect balances from patients that don’t actually owe. Can you say FDCPA lawsuit?! NO THANKS!

At Americollect, we implement a number of programming measures behind the scenes to make our clients’ lives easier, our service more effective, and the data we use to collect 100% accurate. The majority of our clients’ systems export a data file with all the information we need to list the accounts in our system and begin collecting. Here are a few defensive programming tools we use that have proven helpful:

Duplicate Account Catcher
One of the first things we built into our programming was a duplicate account catcher. Sometimes our clients accidentally send over last month’s placement file that has already been loaded into Americollect’s system. Loading those accounts a second time would cause a big mess, but our duplicate account catcher matches the new file against what has already been placed, and kicks all duplicate accounts back.

Alpha Split
Clients of ours that use more than one agency often use an alpha split to send guarantors with last names beginning with “A-L” to one agency and “M-Z” to the other. When this is the setup, Americollect places programming to look at the names on the specified level (guarantor in this case) to make sure we are not receiving accounts outside of the predetermined alpha split. If any accounts are caught, an email is sent to the assigned member of our client’s team to let them know of the issue.

Mapping Tables
Many of our clients include location codes in the placement files for the different points of service their patients visit; for example, which hospital in the health system, which ambulatory surgery center, or which medical group. We use mapping tables so that our clients can view performance data by location, as well as data quality by location, so they can see which registration teams are doing a better job gathering up-to-date patient demographics at point of service.

Headings Compare
System glitches sometimes happen in the data files our clients export. These can occur from various causes, but whatever the cause, our job at Americollect is to make sure that we catch any data variances before they wind up as incorrect balances in our system. Defensively programming a Headings Compare process is the best tool to make sure we catch any glitches. While in the data testing process before going live, we use the headings provided to check each live data file going forward. If even one heading is off, the placement process will error out and catch any data shifting. We then go back to our client to resolve the issue and ensure the correct data comes into our system.

Guarantor is a Minor
Each time we place accounts, our programming runs a report that flags each account that has a guarantor under age eighteen. We send this back to see if there is another responsible party on file to then collect from.

State Specific Protections
Some states have laws that require providers to handle accounts a certain way. For example, in California, it is illegal to send accounts to a collection agency unless they are at least 120 days delinquent. We built programming for our California clients to check the date of delinquency against the date listed, and hold accounts until 120 days has passed in case they accidentally send an account early.

Special Acknowledgments
We like our clients to know the minute their accounts are listed in our office. To verify this, we generate an acknowledgment report immediately after accounts are listed to let them know the number of accounts, as well as dollar amount total of the file. This way our clients know right away if what has come into our system matches what they sent.

If you’re anything like me, I’m sure you find all of these super in-the-weeds details about how we protect our clients and their patients from data mistakes absolutely riveting! Well, maybe not riveting, but at least you can rest at ease knowing that at Americollect, we go above and beyond to play great defense. And together we can be champions!


Three Years of Web Chat at Americollect

Shawn Gretz,

Can’t I just text you?”…. asked our 14 year-old babysitter. It is not surprising she would ask us this question according to a recent survey by OpenMarket. When given the choice between being able only to text versus call on their mobile phone, a whopping 75 percent of millennials chose texting over talking. As younger generations grow-up with the technology of today, communication by text is becoming the preferred method. It turns out that both introverts and extroverts are apprehensive of phone calls these days. The reluctance to talk on the phone is born out of the fear that you will not be able to represent yourself well in a phone conversation, which causes stress especially in sensitive conversations about medical bills. Individuals today will happily online-chat away to avoid the dial-fright!

This is why three years ago, Americollect invested in our next channel of communication – Web Chats. We decided to provide a better patient experience by making it easier for patients to chat with Americollect online. The great thing about Web Chats is that we can still verify the identity of the patient with dual authentication along with following all the regulations of the Fair Debt Collections Practices Act (FDCPA) in regards to all notifications.

By the end of 2018, we are trending to receive over 1,000 communications per month with patients. Currently just over 50% of our communications are promises to pay with simple questions on how to pay and/or arranging payment plans. We have collected an average of $47,000 per month over the last three months over Web Chats.

We are in the beginning stages of rolling this technology out to our early out clients as well to ensure the best patient experience as a 1st party operating in the name of the health system.

Below is a snap shot of a recent conversation clearing up a balance of $168.89.

[11:51 AM] Jody has joined the room.

[11:51 AM] Mary H has joined the room.

[11:51 AM] Mary H: Hello. My name is Mary. I will be happy to help you, today. One moment while I look up your account.

[11:51 AM] Jody: Ok

[11:51 AM] Mary H: What is the phone number we tried to reach you at?

[11:51 AM] Jody: XXX-XXX-XXXX

[11:52 AM] Mary H: What is our date of birth?

[11:51 AM] Jody: XX/XX/XXXX

[11:53 AM] Mary H: For future reference, your file number is XXXXX. Your current balance is $168.89. This is an attempt to collect a debt from a debt collection agency and any information obtained will be used for that purpose.

[11:55 AM] Jody: Ok, what can I do to get this cleared up?

[11:56 AM] Mary H: You can set that payment up online right now at The following is your login information. They are case sensitive.


Password: XXXXX

[11:56 AM] Mary H: I will stay in chat in case you have questions about logging on.

[11:56 AM] Jody: Ok, I will do that now.

[11:57 AM] Mary H: 🙂

[11:57 AM] Jody: Will I be able to make payments? I won’t be able to pay the entire amount at once.

[11:59 AM] Mary H: You can certainly do that. The first payment option is payments of $56.30. Or, if you are able to pay half down of $84.45, then your payments would be $28.15 after that half down.

[12:00 PM] Jody: I made a $25 payment.

[12:01 PM] Mary H: This account is due to list on your credit file by  4/13/2018, so you do have some time to get it cleared up before it would list.

[12:01 PM] Jody: I will most certainly have it cleared long before that.

[12:01 PM] Mary H: Sounds good! 🙂 Is there anything else that I can help you with today?

[12:03 PM] Jody: Ok, thank you. You have been of great assistance and thank you for being patient with me getting this taken care of. Have a great day.

[12:04 PM] Mary H: You are so very welcome, Jody. You have a good day, as well. Thank you for taking the time to discuss your account today. I was happy to assist you with any questions or concerns you had. If you are in need of additional assistance, please feel free to contact me again via chat, or call my office at 888-682-0396, Monday – Friday 7:00am – 11:00pm, Saturday 8:00am – 5:00pm CST.  For residents of Wisconsin: This collection agency is licensed by the Division of Banking in the Wisconsin Department of Financial Institutions,

[12:05 PM] Jody has left the room.

This quick Web Chat conversation with the patient resulted in payment of our clients’ account, and the patient being able to take care of this bill when it works best for them, in a way that is easy for them to use. Up next on our channel of communication is solving for texting while staying compliant with the regulations!

The Last Resort

Shawn Gretz,

“The Last Resort” is a saying that describes the only option left on the table. It is when everything else has failed. It is the least preferential (and in some states for healthcare collections not allowed) option.  But…in our opinions, it is worth pursuing if done right and gone through a stringent well documented process as it has the ability to change the present and train a patient for the future. At Americollect, we consider legal actions for collections a “last resort” to recovery if used ethically and legally, but before you become close minded to this option, let me ask that if I promised you that I could collect 87% of accounts would it change your mind? This is the case for the subset of accounts that Americollect takes legal action on.  The reason for such success in collecting these accounts comes down to the process Americollect puts in place before we ever consider sending a suit authorization to our clients.

Before we begin discussing, let’s look at what we feel is the wrong way to pursue legal.

  1. Legal Logo Statement – The quickest way some of our competitors increase their fees for collections is to have a healthcare provider sign a suit authorization and transfer an account to a legal law firm to send a statement to a patient. The statement/logo from the law firm is the scare tactic to try and collect the account. That letter will cost $0.60-$0.70 to send but will double the amount you pay for collection services. This is where the benefit of this statement goes away along with “scrubbing” the account for the correct patients to send this statement to. The bad publicity a hospital can receive by sending these statements to “every” patient will outweigh any recovery you will receive from it.
  1. Who Is Picking Your Battles – Any collector can let their emotions get the best of them and flip the work queue and sue a patient who was been disrespectful on the phone or argumentative about the service that has been provided. When you allow a collector’s emotions to get the best of them it creates the complex or competitive law suits where the cost to defend the suit against this patient will outweigh any benefit to collect the account. This is where the collector needs to be removed from the decision of which accounts are sued.

Americollect’s believes the right way to collect is for the collection agency to maintain the account and continue to be the call center while continuing to try to collect using stipulated agreements and any method possible before, during, and after the legal action occurs. This allows Americollect to control the patient experiences while the legal experts from each individual state use their expertise to take legal action. Below is our step-by-step process:

  1. Ridiculously Nice Collector Refers Accounts to Legal Team: Criteria for Ridiculously Nice Collector to refer an account:
  • The patient will have the ability to pay, but is choosing not to pay.
  • The patient will have defaulted on broken promises.
  • The patient is employed and worthy of garnishment (if legally available by state).
  • The collector does not believe the patient indigent or ill.
  • The patient is not highly disputing the bill or quality of services.
  • The patient owns property.
  • The patient has a minimum balance of $500.
  1. Legal Team Pre-Possible Suit Process: During this process, a more detailed check is done before we send our clients a suit authorization.
  • Minimum length of time listed based on Section 501(r)(6) IRS issued Notice 2011-52 to prevent extraordinary collection activities occurring before 240 days from the date of the first post discharged statement.
  • Bankruptcy scrub.
  • Formal employment verification.
  • Check if the spouse can also be included in the suit.
  • Active duty military at any point of account.
  • Credit score is checked for above the median.
  • Valuation of home is checked for above the median.
  • Child support payment check is completed.
  1. Suit authorization requested from our client.
  • Americollect matches subsequent referrals with the same defendant before suit.
  1. Legal Team Summons Steps: Once we get the signed suit authorization back, the following steps are completed to send a created packet over to the selected attorney’s office.
  • Documents signed suit authorization
  • Second verification of Step 2 -Pre-Legal Steps.
  • Final employment verification.
  • Sends to attorney for validation letter.
  • Creates, images, and prints itemized statement.
  • Redacts itemized statement.
  • Follows return date for entry of judgment.
  1. Process the account and all information to attorney of choice with a full reconciliation of all accounts to ensure timely filling of lawsuit.
  1. Post Judgment Steps: Once the judgment is entered, the following steps are completed.
  • The judgment is docketed as a lien in the county in which the judgment is taken.
  • If the patient has not called to set up a payment arrangement, a garnishment is filed against their wages.
  • Extended garnishments are sent to patients to sign. This saves them additional court costs.
  • Garnish bank accounts if needed.

The right way to use legal action results in 87% success for Americollect to collect the account. The bigger success is the ability to reeducate patients about the priority to pay their medical bills. Medical has regularly been found as one of the last bills patients will pay. While we don’t like to use legal action, we do feel there is a benefit to use it as a “last resort”.

Mr. ROBOto

Shawn Gretz,

“The problem is plain to see, too much technology. Machines to save our lives, Machines de-humanize.”

Thank you Styx for the wonderful lyrics from Mr. Roboto to start a conversation about Robo-calls and the newest challenge for those of us looking to communicate with phones now protected by “robo-blockers.” Apple’s – App Store tells you just how big this challenge will be in the very near future. In October 2017, an app called Robo-Killer was introduced to the fanfare of many. As of January 2018, the app has been downloaded 12,900 times. The worst news for the call center industry is that this and several other “robo-blocker” apps combined together have over 150,000 downloads.

So what is a Robo-blocker app? Since early 2017, the Federal Communication Commission (FCC) has been working with tele-providers to start tracking robo-calls. They have created an entire database that is available to the public. This database has created a market for apps that intercept the call the moment your phone rings, and runs it through the database.

The database will:
1. Block any known spam numbers;
2. Notify you in the CallerID of any likely spam calls; or
3. Allow the call to come through.

If a person determines the call was spam, the app allows that person to mark the call as spam and block the call from future attempts. This information is then reported to the database, crowd-sourcing what numbers are unwanted calls. The app then blocks unwanted calls for all users of the app. Brilliant right?

Well, not so fast. Americollect has been tracking our numbers in this database along with our early out client’s numbers, and the scary challenge is that legitimate numbers are being marked as spam. Imagine if all numbers you own are one day blocked from appointment reminders, pre-surgery authorization calls, calls from your doctors to relay test results, or in our case calls to try to communicate about patients’ balances. The lost revenue in missed appointments alone should be scary to any healthcare system.

So what to do?

1. Assign an individual to continually check the FCC’s database to ensure your telephone number is not reported to this database. If your number happens to be one that is blocked, the FCC does allow for you to report that your number is a legitimate business.
2. Download as many of the apps as possible and double check to see if your numbers are being blocked by calling your cell phone.
3. Start gathering emails NOW!
4. Request the ability to text your patients.
5. Ask for as many phone numbers as you possibly can.

If you have any questions regarding this article, please contact



Americollect Recognized as a Best Call Center to Work For Ten Years in a Row

For the tenth consecutive year, Americollect has received the honor of being selected as a “Best Call Center to Work For” by insideARM. Americollect ranked #3 in the nation for large companies (150+ employees).

“Ten consecutive years is powerful evidence that Americollect is a great place to work,” stated Kenlyn T. Gretz, Americollect CEO. “I truly believe that a company that values culture attracts similar-minded people to work together. If you love work, then come to work with others that love work!”

The Best Call Center to Work For program was established by insideARM, the leading independent news and information provider for the Accounts Receivable Management industry, to celebrate excellence among call center work environments in customer care, collections and outsourcing. It is administered by Best Companies Group, which conducts over 40 local, national, and industry “Best Places” programs each year.

Companies from across the U.S. participated in a two-part survey process to determine the Best Call Centers to Work For. The first part consisted of evaluating each nominated company’s workplace policies, practices and demographics. The second part consisted of an employee survey to measure the employee experience. The combined scores determined the top companies and the final ranking. Best Companies Group managed the overall registration, survey and analysis process and determined the final rankings.

“This award is especially gratifying because they use an employee survey as a major part of the evaluation process,” stated Gretz. “Our culture is strongly rooted in fostering growth, learning and success. We believe that if our co-workers are satisfied with and enjoy their jobs, company success will be inevitable.”

Americollect partners with healthcare systems nationwide operating two divisions: one serving as a hospital’s customer service team, and the other as a healthcare collection agency. They provide a better patient experience by being Ridiculously Nice.

Americollect Announces Employer Match to 529 College Savings Plan Offering

Americollect is now offering a 529 College Savings Plan to eligible employees and providing employer contributions through payroll deduction to those who participate.

A 529 plan is a qualified tax-advantage savings plan designed to encourage saving for future college expenses. 529 plans, legally known as “qualified tuition plans,” are sponsored by states, state agencies or educational institutions, and are authorized by Section 529 of the Internal Revenue Code. Contributions and earnings from 529 college savings plans are to be used for education-related expenses.

College is an investment in a child’s future. According to a study by Sallie Mae, 92% of parents believe their children will attend college, but only 57% are putting money away for their kids’ college fund.

By starting to save early, parents can help ease the financial burden for their child. It also helps to avoid taking on debt that can restrict a student’s ability to start on the right financial foot as a young adult. Starting a college savings for a child early in life helps instill the importance of saving money to buy something as opposed to relying on debt.

Americollect is partnering with Edvest to help their employees save for future college expenses and will match dollar for dollar up to $500 per employee per calendar year. Employees are eligible to receive employer contributions following 90 days of employment with the company.

“The addition of the 529 Savings Plan is another step in building our secondary education benefit bundle of Tuition Reimbursement and the Americollect Family Scholarship Fund,” said Kenlyn T. Gretz, Americollect President and CEO. “Our benefits offering reflects all the things we value as a company. And we value family. It is our culture.”

Americollect partners with healthcare systems nationwide. Operating two divisions: one serving as a hospital’s customer service team, and the other as a healthcare collection agency. Our team provides a better patient experience by being Ridiculously Nice.

A Tale of Two Early Outs

Nick McLaughlin,
Ridiculously Nice Sales and Business Development

It was the best of plans, it was the worst of plans, it was the age of rising deductibles, it was the age of shrinking budgets, it was the epoch… I had to look up what the word “epoch” meant, so I’ll stop there! Shout out to Charles Dickens for letting me play on his epic opening of A Tale of Two Cities to begin this article on how I’ve seen Early Out Collection Services work brilliantly to improve the patient experience for hospitals and health systems, reduce A/R Days, and accelerate cash flow, and how I’ve seen it turn into a total nightmare if the program is not set up properly, or the wrong partner is hired. If you’d like to skip the rest of this article, here’s the best advice I have to give: do everything you can to simplify your patients’ experience with your billing process. That focus will send you down a successful path.

The Story

Hospitals and health systems have been going down the path of “do more with less” for a long time now, and one result of that is that resources have been focused on higher yield activities like insurance claim follow up, rather than collecting self-pay balances. Now that the average annual deductible for a family health insurance plan is over $8,000, patients are paying much closer attention to their medical bills. This results in many more patient calls with questions on their bills, financial assistance availability, and options for payment. When this increased demand for customer service attention meets a shortage of in-house talent able to answer patient questions, hold times and call abandonment rates increase to unacceptable levels, patients get frustrated, and the experience the patient just had with your facility can get spoiled no matter how wonderful their care. Not to mention that with growing deductibles comes an increased risk of revenue leakage. We know that the longer an account goes unpaid, the less likely we are to collect it, so adequate follow up is more important now than ever.

That’s where an Early Out partner can come in and be a big help in handling those inbound call questions, keeping hold times low, following up on unpaid accounts in a timely manner, and streamlining communication and account resolution for patients. That said, there is a lot at stake with an Early Out partnership, especially since the company you hire represents your hospital(s) directly, so be careful to avoid these pitfalls we have run into that compromise the patient experience, and result in way too much time spent with unhappy patients.

Early Out Pitfall #1 – “Day 45”

One way to set up an Early Out partnership is to place accounts with that company 45 days after the first bill goes out. The first bill has the phone number of the hospital’s business office on it, but the subsequent bills sent out by the Early Out partner often look very different and have the phone number for their office, not the hospital. The biggest problem with this arrangement is that a patient can have an account with the Early Out company, and another bill still at the hospital, and would have to speak with two different business offices to resolve both balances, even though both places said they were the business office of the same hospital.

To avoid this issue, place all self-pay balances with your early out partner the day the accounts drop to self-pay. We also highly recommend that all statements sent to patients come from the same statement vendor, whether that’s the one you currently have in place, or the one the Early Out partner uses. That way they look like bills the patient has received before and they don’t think they may be receiving a scam attempt.

Early Out Pitfall #2 – Multiple Early Out Partners

Most hospitals across the country use multiple partners for bad debt collections in order to compare performance and have a backup plan if one of the agencies starts falling behind. When it comes to Early Out, those benefits need to be weighed against the benefits of presenting a unified business office experience to your patients. Many households these days have multiple last names due to an increased number of blended families and changes in societal norms. If you have two partners for early out, and accounts are alpha split by last name, a good number of your patients could have to talk with one Early Out partner for one family member’s accounts, and another Early Out partner for another family member’s accounts; a huge source of patient dissatisfaction.

We highly recommend only using one Early Out partner. In order to manage performance, I encourage you to hold them to call center customer service metrics such as call abandonment rate (under 5%) and percentage of calls that wait less than 30 seconds before being answered (70% or higher), as well as monitoring a monthly activity report of inbound calls received, outbound calls made, statements sent (if applicable), and of course, dollars collected.

The moral of the story is this, avoid these two common pitfalls by simplifying the patient experience with your business office, and you’ll be rewarded by happy patients, higher collections, and higher patient loyalty for years to come. Make it as easy as possible for them to get answers to their questions and resolve their self-pay balances, and good things happen. From the patient’s perspective, paying for healthcare services is already a very stressful experience. Help them help you strengthen your bottom line by devoting the thought and resources required to offer an awesome patient experience!

Americollect Announced as Large Business of the Year by Chamber of Manitowoc County

Americollect was named the Large Business of the Year on Tuesday night at the 101st Annual Dinner and Meeting of The Chamber of Manitowoc County; which was held at the Holiday Inn in Manitowoc.

Americollect has experienced continued growth under Kenlyn T. Gretz’s leadership and has grown from 12 employees in 1999 to more than 250 employees today. “Our consistent growth over the years can be directly contributed to our hardworking team members at Americollect. Our team really shows passion for what they do. Team members work closely with patients to help them resolve their medical debt. They show compassion and understanding and are truly living out our Ridiculously Nice commitment,” stated Kenlyn T. Gretz, President and CEO of Americollect.

The culture at Americollect is another aspect of the company that plays a crucial role in their growth. “Our culture is very unique and it means a great deal to us. We put time and effort into the culture to ensure it is always being strengthened. We have a culture of passion. Passion for our work, and passion for the team that we work with,” stated Gretz. “Our culture is the glue of what keeps our company moving towards one common goal, helping others reach their goals of paying off their medical debt. Our culture is one of family and love.”

Americollect is currently on a mission to change the way collection agencies are viewed. Gretz stated, “By using our Ridiculously Nice approach we are demonstrating to patients, clients and others that we are here to help. It brings us joy to see patients reach their goals of making that last payment.”