Each self-pay patient will receive a letter detailing the date and nature of service and the amount due. In our effort to reconcile the account both quickly and successfully, we will also attempt to contact the patient by telephone.
If the patient is unable to make payment in full, we will then seek to make payment arrangements in accordance with the Client’s instructions. For arranged payments, we will provide the patient with self-addressed envelopes and a receipt for each payment. As previously set forth, payment arrangements will be monitored, and should a payment be missed appropriate follow-up action will be taken.
If a patient disputes the bill, the Client will be notified of this action and, upon confirming the patient’s obligation, will instruct us on how to proceed, until which time the account will be held in abeyance.
When responses to the letter series are received, they are logged on the system suspending the dunning cycle. The collector takes action appropriate to the response. One additional letter is sent to patients who do not respond to the first letter.
All written correspondence is processed daily, with appropriate responses initiated within one business day.
Account management specialists are available by phone from 9:00 a.m. until 9:00 p.m. Monday through Thursday, Fridays 9:00 a.m. through 5:00 p.m. and Saturdays from 9:00 a.m. until 4:00 p.m.
All correspondence and phone contact is documented immediately, to expedite appropriate follow-up action.
Telephone inquiries received during normal business hours are addressed immediately. Those made outside of the normal workday are automatically recorded and returned during the next business day.
We consider the letter series a secondary means of collection and make every effort to establish telephone contact with a responsible party within the parameters dictated by law.
RTR owns and maintains its own predictive dialer system allowing us to make telephone contact with a patient shortly after account referral.
Employing computer-based search technology, we are quickly and accurately able to obtain necessary telephone numbers.
If correspondence and telephone contact are unsuccessful, the account will be reviewed to determine if litigation is warranted. As part of our litigation review process, we will search certain financial data bases and real property data bases to determine if the patient/responsible party has sufficient assets.
A manager will review accounts where a patient refuses acceptable payment arrangements to determine if the account should be closed, or forwarded for litigation. Accounts that we believe should be litigated will be forwarded to a local law firm for handling. Written authorization from the Client, who assumes all associated costs, precedes litigation commencement.