Collector - October 2016 - 27

The Remit Corporation uses its client portal to send out news. The portal is convenient for clients and also allows the company to see how many of them are actually opening up the messages, helping Remit provide more targeted information going forward. "We have tried the newsletter type of program over the years, but we feel today that most companies are inundated with those types of communications," Strausser said. "We find that an occasional news blast sent to client emails is productive- just simple updates on one or two important matters." Convenience can lead to excess if you aren't careful. Don't inundate clients with every detail of a compliance change. Kenlyn Gretz, president of Americollect, encourages agencies to deliver "short, bite-size bits of information at a time. Tell clients why it is important to them, and repeat the education as necessary." Professional Recovery Consultants has a blog on its website specifically designed to educate clients on compliance issues and help them better manage their own inhouse recoveries. Recent topics addressed on the blog include how to reduce payment barriers and why hospitals should improve their pre-encounter process. And don't forget about social media. Lehr said this year, Healthcare Collectors LLC has made a bigger push to connect with its clients on LinkedIn. "We do healthcare debt, so we're sharing articles on there from ACA and the Healthcare Financial Management Association about issues we think clients should know about," Lehr said. "It makes sense to share those expert opinions, which may carry more weight than if we were just telling them what's happening." In addition to these technological methods, agencies have also found that in-person meetings can really drive home the importance of what's going on in the collection industry. COLLECTOR 10.16 "It takes hold the best face to face," said Lehr, who meets with clients on a monthly basis. "We can make sure the information is conveyed properly, and they have an opportunity to ask us questions." Creditors Collection Bureau also hosts in-person classroom training sessions for clients. Facilitated by president Rodney Goodall, who has been leading the company's client training efforts for nearly 25 years, these by-request seminars address common healthcare provider challenges, such as how to ask for payment at time of service. Depending on the size of the hospital's patient accounts and registration departments, Goodall may have to conduct the seminar multiple days in a row to ensure everyone can attend. A JOB WELL DONE At its heart, client education is about building better relationships. Glenzinski said Creditors Collection Bureau has gotten a lot of positive feedback from clients over the years. "We get thankyou notes from them," she said. "They tell us that they are glad we came in and worked with their staff." However, failing to receive direct praise like this doesn't mean your efforts aren't worthwhile. Strausser said that while The Remit Corporation receives limited feedback on its education efforts, he knows clients are reading and absorbing what the company sends because they often reach out with questions on topics addressed in the email blasts. "It's not just a nice thing to do, today it's a necessary thing to do," Strausser said. "You have to help them understand how volatile the compliance culture is today and how we can all get in trouble if we are not compliant. We all have to be careful of what we do and how we do it." Anne Rosso May is editor of Collector magazine. KEYNOTES 1 Keep clients informed of compliance changes that affect both of your business practices. 2 Use blast emails, blogs and social media to disseminate compliance information in conjunction with face-to-face meetings and seminars. 3 Offer to review some of your clients' documents, like credit applications and admissions forms, to determine if any essential information is missing. 27

Table of Contents for the Digital Edition of Collector - October 2016

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Connect the Dots
Looking Deeper
Head of the Class
Calendar
Honor Roll
The Formula of Five
How to Create Winning Bids and Proposals
A Running Start
ACPAC Election Watch
ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Compliance
ACA SearchPoint
Last Word
Collector - October 2016 - Cover1
Collector - October 2016 - Cover2
Collector - October 2016 - 1
Collector - October 2016 - 2
Collector - October 2016 - President’s Page
Collector - October 2016 - Industry News
Collector - October 2016 - 5
Collector - October 2016 - 6
Collector - October 2016 - 7
Collector - October 2016 - Best Practices
Collector - October 2016 - 9
Collector - October 2016 - FYI
Collector - October 2016 - 11
Collector - October 2016 - Collection Tips
Collector - October 2016 - 13
Collector - October 2016 - Connect the Dots
Collector - October 2016 - 15
Collector - October 2016 - 16
Collector - October 2016 - 17
Collector - October 2016 - 18
Collector - October 2016 - 19
Collector - October 2016 - Looking Deeper
Collector - October 2016 - 21
Collector - October 2016 - 22
Collector - October 2016 - 23
Collector - October 2016 - Head of the Class
Collector - October 2016 - 25
Collector - October 2016 - 26
Collector - October 2016 - 27
Collector - October 2016 - Calendar
Collector - October 2016 - Honor Roll
Collector - October 2016 - The Formula of Five
Collector - October 2016 - 31
Collector - October 2016 - How to Create Winning Bids and Proposals
Collector - October 2016 - 33
Collector - October 2016 - 34
Collector - October 2016 - 35
Collector - October 2016 - A Running Start
Collector - October 2016 - 37
Collector - October 2016 - 38
Collector - October 2016 - 39
Collector - October 2016 - ACPAC Election Watch
Collector - October 2016 - 41
Collector - October 2016 - ACA’s Industry Advancement Program Aids Eleventh Circuit Win for Member Company
Collector - October 2016 - 43
Collector - October 2016 - Compliance
Collector - October 2016 - 45
Collector - October 2016 - ACA SearchPoint
Collector - October 2016 - 47
Collector - October 2016 - Last Word
Collector - October 2016 - Cover3
Collector - October 2016 - Cover4
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