Collector – September 2019 - 22

4 Insights Pulled From ACA's
Convention
The education sessions at ACA's Annual Convention & Expo are designed to kick-start ideas on how you can improve your operations,
compliance, advocacy and more. With more than 40 learning opportunities packed into a 48-hour period, attendees walked away with a lot of
information. Plus, four of this year's sessions were livestreamed for the first time to help disseminate these insights to even more people. Here
are some tips and takeaways:

FLAG WORKERS'
COMP CLAIMS

FOCUS ON PHONE SKILLS

Pursuing medical debt that, unbeknownst to you, arose from a
work-related injury can put your agency at risk. Jessica Klander, attorney
at Bassford Remele, and Ernest (Skip) Kohlmyer, partner at Shepard,
Smith, Kohlmyer & Hand P.A., discussed how important it is for accounts
receivable management agencies to talk to their clients about ways to flag
these accounts right off the bat. Providers could add a checkbox to their
intake forms, asking the patient if the injury occurred while on the job.
Some companies also incorporate warranties on workers' compensation
claims into their client contracts.

DON'T TAKE THE BAIT
Front-end training can help ward off call baiting risks. Play
examples of bait calls for your collection agents and point out the
red flags they can listen for, such as when consumers say they disagree
with the amount of their debt or ask about paying the debt so it doesn't
impact their credit report. Greg Rufino, director of training at Williams
& Fudge Inc., also shared this helpful rhyme: "When the bait is shown,
hang up the phone."

Yes, the robots will soon be coming for our jobs, but until
then train your collectors to focus on compassionate phone
skills. Susan Donham, marketing director for Merchants Credit
Association, reminded collectors that words matter. Use power
words like "results" and "guarantee," and avoid saying "uh-huh" and
"OK" when talking with consumers. At the end of the call, make
sure consumers understand their payment arrangement or the next
steps they need to take to get their account resolved.

PREDICTING THE FUTURE? HARD PASS
Klander and Kohlmyer stressed that the intricacies of the
health care market require collectors to have a sophisticated
understanding of medical billing practices, insurance and more. But
when they don't know the answer to a consumer's question, collectors
could put your agency at risk if they guess or speculate. Remind
them that it's better to say, "I don't know" or "Let me pass you to my
supervisor, she will be able to answer that," instead of giving a response
they aren't qualified to give.

14
12

13
11
22

11. Care package station for Operation Gratitude. 12. I love the '80s:
Wendy Badger and Beth Conklin. 13. Science experiments in the Expo
Hall. 14. A packed session on the CFPB.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Collector – September 2019

Table of Contents for the Digital Edition of Collector – September 2019

Ask the Experts: Raising the Bar
Staying on Track
Work Ethic From the Ground Up
Calling Concerns
Robo-Dispute Purveyors Found Guilty of Fraud
Upfront
Industry News
Best Practices
FYI
Collection Tips
Calendar
Honor Roll
Education Spotlight
ACA SearchPoint
Ad Index
Membership
Last Word
Meet ACA’s 2019/20 Board of Directors
Collector – September 2019 - Cover1
Collector – September 2019 - Cover2
Collector – September 2019 - 1
Collector – September 2019 - 2
Collector – September 2019 - 3
Collector – September 2019 - Upfront
Collector – September 2019 - 5
Collector – September 2019 - Industry News
Collector – September 2019 - 7
Collector – September 2019 - 8
Collector – September 2019 - 9
Collector – September 2019 - 10
Collector – September 2019 - 11
Collector – September 2019 - Best Practices
Collector – September 2019 - 13
Collector – September 2019 - FYI
Collector – September 2019 - 15
Collector – September 2019 - Collection Tips
Collector – September 2019 - 17
Collector – September 2019 - 18
Collector – September 2019 - 19
Collector – September 2019 - 20
Collector – September 2019 - 21
Collector – September 2019 - 22
Collector – September 2019 - 23
Collector – September 2019 - 24
Collector – September 2019 - 25
Collector – September 2019 - Meet ACA’s 2019/20 Board of Directors
Collector – September 2019 - 27
Collector – September 2019 - 28
Collector – September 2019 - 29
Collector – September 2019 - 30
Collector – September 2019 - 31
Collector – September 2019 - 32
Collector – September 2019 - 33
Collector – September 2019 - 34
Collector – September 2019 - 35
Collector – September 2019 - 36
Collector – September 2019 - 37
Collector – September 2019 - Calendar
Collector – September 2019 - Honor Roll
Collector – September 2019 - Education Spotlight
Collector – September 2019 - 41
Collector – September 2019 - Ask the Experts: Raising the Bar
Collector – September 2019 - 43
Collector – September 2019 - Staying on Track
Collector – September 2019 - 45
Collector – September 2019 - Work Ethic From the Ground Up
Collector – September 2019 - 47
Collector – September 2019 - Calling Concerns
Collector – September 2019 - 49
Collector – September 2019 - Robo-Dispute Purveyors Found Guilty of Fraud
Collector – September 2019 - 51
Collector – September 2019 - ACA SearchPoint
Collector – September 2019 - Ad Index
Collector – September 2019 - Membership
Collector – September 2019 - 55
Collector – September 2019 - Last Word
Collector – September 2019 - Cover3
Collector – September 2019 - Cover4
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