Effective Dental Collection Calls – Part 2 of 3

Tip #5 Make the debtor right, even when they are wrong. This does not mean agreeing with what they are saying, but rather validating it. When given a ridiculous complaint, learn to say, “I can understand why you feel that way.” Or, “I can certainly see how something like that might happen.” This is a way to avoid a negative dialogue and helps maintain open lines of communication. Understanding their point of view, even as you share yours, will disarm the patient’s defensiveness.

Tip #6 Stay focused. Some patients will try to get you off track by complaining about their service, or somehow shifting the blame to you for their delinquency. Be polite, but always bring them right back to the point of your call getting paid the money rightfully due you.

Tip #7 Do not be manipulated. A screaming patient could be using their “adult temper tantrum” as a ploy to get you upset and end the conversation. At the very least, you’re not going to get anywhere with someone that mad. If a patient starts yelling stay calm and don’t interrupt. If you interrupt more than likely they will rewind like a tape recorder and you will have the pleasure of listening to that twice. Try reminding them that you cannot help resolve the situation if they are yelling. If that doesn’t work, you might say something like; “This obviously isn’t a good time for you. When can I call you back?” If they are abusive and are using obscene language hang up and proceed to the next step in your collection system.

The Coaching Department at The Schuster Center; support@cfpd.com

–For information on products and services for high profit dental practice management, call 1-800-288-9393 or visit www.schustercenter.com for dental continuing education opportunities.