Maintaining Patient Relationships in RCM is as Important as Delivering Clinical Care

2017-08-09T16:18:17-05:00February 23rd, 2017|Blog|

Today more than ever, providers are recognizing the importance of patient relationships beyond and after clinical care delivery. At the same time, an increasing number of patients receive coverage under high-deductible health plans, which intensifies the pressure on providers to collect patient pay amounts in a timely manner and in full. To further complicate matters, [...]

Could Your Outsourcing Mix Produce Better Results?

2017-08-24T13:47:21-05:00February 15th, 2017|Blog|

You hold your ARM providers to high performance standards for the outsourced portion of your portfolio. Are you holding your in-house AR to the same standards? Take a fresh look at the performance of your AR team and consider their results against the rest of your portfolio. Which segments are paying off? Where’s the tipping [...]

Maintaining Customer Relationships in a Regulatory Environment

2017-08-24T13:47:22-05:00February 2nd, 2017|Blog|

Thriving in an increasingly-regulated ARM industry is a balancing act that grows only more difficult with time. Each new law means new practices to follow, more training for staff, and additional processes to incorporate into your already carefully-planned collections strategy. But adhering to regulatory requirements doesn’t have to come at the expense of customer care. [...]

Reputation Management and CRM in a Connected World

2017-08-24T13:47:22-05:00January 26th, 2017|Blog, News|

When it comes to managing accounts receivable, there are two absolutes for any business – maintain strong cash flow and stay in compliance with legal regulations. But what about the consumer experience? How a business treats its customers, regardless of their account status, goes a long way toward defining the business’ reputation. And, in today’s [...]

A Foundational Framework for ARM Success

2017-08-24T13:47:22-05:00January 12th, 2017|Blog|

In a recent blog post we touched on the fact that psychosocial factors can influence borrowers. That discussion brings to mind a well-known psychological theory that gives us a way to think about accounts receivable management (ARM) strategies. Maslow’s hierarchy of needs posits a pyramid in which the fulfillment of an individual’s essential needs supports [...]

Reputation and Customer Relationships

2017-08-24T13:47:22-05:00January 10th, 2017|Blog|

Reputation can make or break a business, and reputation management plays out in numerous organizational settings — from product-centered controversies and leadership matters to workforce disputes and safety issues. Preserving a business’s reputation is a particularly fierce dynamic in accounts receivable management (ARM) activities, thanks to traditionally negative perceptions of collections agents as having strong-arm [...]

Call Center Culture Sets the Tone for Consumer Relationships

2017-08-24T13:47:22-05:00December 19th, 2016|Blog|

In the past, debt collection was all about performance. Recovery was the key metric for both delinquent and default accounts. Third-party debt collection service providers would tell their clients, in effect, “We’ll put on our headsets and collect your bills for you.” Today’s consumers, however, are more informed than ever before, and that influences how [...]

Transparency and Trust in Accounts Receivable Management

2017-08-24T13:47:22-05:00December 16th, 2016|Blog|

Transparency is a proven driver of value and effectiveness in business settings. From organizational management and financial reporting to leadership training and customer relationship management, transparency is a core principle applied again and again for business agility and performance. Transparency noun Lack of hidden agendas and conditions, accompanied by the availability of full information required [...]

Customer Service and ARM: Give Great Customer Service – Especially in Times of Trouble

2017-08-24T13:47:23-05:00July 28th, 2016|Blog|

Customer service is as important with delinquent or default accounts as it is with accounts in good standing. Customer service doesn’t – and shouldn’t – stop when companies are dealing with outstanding accounts. Life is hectic, and financial woes can happen to good customers. When it comes to collecting a debt, the most exceptional service [...]