Collector – January 2020 - 56

LASTWORD

Training a Health Care Collector
This interview is an excerpt from an episode of ACA's podcast exploring the
complexities of health care collection.

W

hat makes a good health care
collector? Harry Strausser
III, director of education
and membership development for ACA
International, wanted to find out, so he
asked an expert: Irene Hoheusle, vice
president of collections and education at
Account Recovery Specialists Inc. This is an
edited excerpt from their interview, which
first appeared on ACA's podcast.
Strausser: What traits should an agency
look for when hiring someone to collect
health care debt? Are you looking for
somebody maybe with customer service
experience versus someone who has more
of a direct retail collection experience?
Hoheusle: I'll be honest with you, I very
rarely hire somebody that has previous
collection experience if it wasn't medical,
because they are different. I have to untrain them to train them on what we want.
We hire people who don't even have
collection experience. We look at their
personality. We look for the people who
have those multitasking skills. The ones
who are a little bit more of a data-seeker
and are able to read between the lines.
I mean, there are some things every
collector has to have. You have to make
sure that they've got the basics. They have
to have the ability to talk to people. They

56

have to have the ability not to be afraid
of negotiation, but they also have to have
intelligence and empathy.
They have to be able to think outside
the box because if you're looking at that
account and you're listening to that person
talk, you need to be able to pick up on those
words to look for those deeper pockets, to
look at those third-party payers because
they're out there.
It's not just health insurance, Medicare,
Medicaid, things like that. You've got
auto insurance, you've got homeowner's
insurance, you've got premises liability,
workers' compensation and crime victims
reparations boards in most states to help
people that are victims of a crime or a
violent crime. There's county liability for
those that are incarcerated. You even have
Chapter 13 bankruptcy-it can come
from that.
But if you're not looking to those
things, maybe the patient isn't either. Your
collectors have to be able to understand all
of these different variables. They have to
draw from their knowledge and explain the
explanation of benefits and explain what
happens with a workers' compensation case
or explain what happens if you're in a state
that has different types of requirements
when it comes to motor vehicles.

TM

Podcast Title: "Planning for the
Unplanned: The Soft Touch to
Health Care Collections"
Participants: Harry Strausser
III, director of education and
membership development, ACA
International; Irene Hoheusle,
vice president of collections and
education, Account Recovery
Specialists Inc.
Air date: 4/2/2019

For instance, some states have nofault insurance. Well, that's your primary
insurance. You have to explain to a
patient-I need that before your health
insurance is going to pay.
Your collectors need to explain what's
going on to this person, who's going to be
pretty novice because they've never had to
deal with those insurances before. If we're
not doing the best for our clients or our
company or for the patients themselves,
then they will look to somebody who can.
Reading between the lines is key.
For the complete interview, please visit www.
acainternational.org/acacast.

ACAINTERNATIONAL.ORG


http://www.acainternational.org/acacast http://www.acainternational.org/acacast http://www.ACAINTERNATIONAL.ORG

Collector – January 2020

Table of Contents for the Digital Edition of Collector – January 2020

Upfront
Industry News
Best Practices
FYI
Collection Tips
Radical Redesigns
Four State Legislative Trends to Watch
Calendar
Honor Roll
Education Spotlight
Our International Reach
Tech Times are Changing
Exceptional Programming and Speakers Pay Off
Looking Forward to Monday Morning
Contextualizing Consumer Complaints
Another Look at Written Disputes
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – January 2020 - Cover1
Collector – January 2020 - Cover2
Collector – January 2020 - 1
Collector – January 2020 - 2
Collector – January 2020 - 3
Collector – January 2020 - Upfront
Collector – January 2020 - 5
Collector – January 2020 - Industry News
Collector – January 2020 - 7
Collector – January 2020 - 8
Collector – January 2020 - 9
Collector – January 2020 - 10
Collector – January 2020 - 11
Collector – January 2020 - Best Practices
Collector – January 2020 - 13
Collector – January 2020 - FYI
Collector – January 2020 - 15
Collector – January 2020 - Collection Tips
Collector – January 2020 - 17
Collector – January 2020 - 18
Collector – January 2020 - 19
Collector – January 2020 - 20
Collector – January 2020 - 21
Collector – January 2020 - 22
Collector – January 2020 - 23
Collector – January 2020 - Radical Redesigns
Collector – January 2020 - 25
Collector – January 2020 - 26
Collector – January 2020 - 27
Collector – January 2020 - Four State Legislative Trends to Watch
Collector – January 2020 - 29
Collector – January 2020 - 30
Collector – January 2020 - 31
Collector – January 2020 - Calendar
Collector – January 2020 - Honor Roll
Collector – January 2020 - Education Spotlight
Collector – January 2020 - 35
Collector – January 2020 - Our International Reach
Collector – January 2020 - 37
Collector – January 2020 - Tech Times are Changing
Collector – January 2020 - 39
Collector – January 2020 - 40
Collector – January 2020 - 41
Collector – January 2020 - Exceptional Programming and Speakers Pay Off
Collector – January 2020 - 43
Collector – January 2020 - 44
Collector – January 2020 - Looking Forward to Monday Morning
Collector – January 2020 - Contextualizing Consumer Complaints
Collector – January 2020 - 47
Collector – January 2020 - 48
Collector – January 2020 - 49
Collector – January 2020 - Another Look at Written Disputes
Collector – January 2020 - 51
Collector – January 2020 - ACA SearchPoint
Collector – January 2020 - Ad Index
Collector – January 2020 - Membership
Collector – January 2020 - 55
Collector – January 2020 - Last Word
Collector – January 2020 - Cover3
Collector – January 2020 - Cover4
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