List six important guidelines to use in order to properly place collections calls by telephone.

Question

What will be an ideal response?

Answer 1

Answers should include the following:
A. Calls should be placed only between 8:00 a.m. and 9:00 p.m. Calls at any other times, and even repeated calls, can be considered harassment.
B. Do not call the patient at work when it is known that personal calls cannot be accepted. If the patient does not answer the phone at the workplace, never reveal what the nature of the call is. Simply state your name and return phone number the patient should call back.
C. Do not record conversations without the knowledge of the patient. This is considered invasion of privacy.
D. Do not misrepresent yourself, such as posing as a collection agency or other fraudulent activity. By contrast, a person cannot be threatened that his or her account will be turned over to a collection agency if there is no intent to do so. This is also considered misrepresentation.
E. For all telephone calls, be certain you are speaking to the appropriate person. Identify the person you are calling by using the full name for verification. To discuss a debt with any third party can be considered slander.
F. Do not use descriptive names that can be considered libel, such as calling a patient a “deadbeat” or a “delinquent.” The patient should not be verbally harassed or threatened in any way.