A tool can only be as effective as the professional who wields it. While medical collection software has grown robust in recent years with numerous features and increased functionality, the resources spent on it are wasted if the collector cannot operate it correctly. This learning curve can be costly and create another obstacle for new hires to hurdle on the way to optimal productivity. Fortunately it seems medical collection software has advanced in this respect as well.
“Collection software, in general, has made advancements by leaps and bounds over the last decade”, said Bill Hopkinson, president and CEO of CBC, Inc./ VCS, Inc. “With the help of these advancements, it has become easier to teach staff the proper use of collection packages. For instance, the advent of Graphical User Interfaces (GUI) allows the system to remind staff of certain important compliance issues while the account is being worked. For instance, incorporating state law notification reminders where home phones must be called prior to work; or, that status of an account such as one where a cease and desist has been received. These important improvements have allowed a staff to work an account in a more compliant manner.”
Help to ease the learning curve is coming from more places in today’s world. Tablets, digital cameras, and numerous social media forums have inadvertently been training new collectors for years.
“The learning curve has diminished due to the simplification of collection applications and software, but today’s workforce has also been exposed to technology at a younger age even in their day-to-day lives,” said Jeff Chambers, president of Alliance Collection Service.
As most collectors have been clicking graphics to induce an action for years, a GUI interface is already easier for collectors to use.
“Our collectors use very little free-form notes,” said Hopkinson. Using GUI is quick (point and click) and it standardizes notes and actions. It can remind the collector to take a certain action or make sure to ask a particular question in regards to the conversation at hand.”
One cannot dispute effective training is key to a collector’s successful use of medical collection software and its many features, but how can that progress be maintained?
“Inconsistencies lead to inaccuracies,” said Chambers. “We often assume that collectors have an understanding of the training once the initial training phase has been completed, however, most information given gets lost in the transitional period (when the collector starts collecting). In addition to a solid training program; continuous monitoring is a must in order to stay ahead of the learning curve. Remember to ‘expect what you inspect.’”
There is no experience like experience. Hopkinson advocates giving collectors the opportunity to put their new knowledge into practice in a safe environment.
“Giving the new collector time to ‘play with the system’ in a demo environment while being supervised is a must,” said Hopkinson. “Just as a new collector should be trained using role playing to hone their telephone skills, they should be logging that role playing in the system at the same time to get the feel of the total experience working an account. This will teach them what to look for on the account and how to log their activity properly.”
Chambers believes an involved learning process is beneficial as well. The technique is so useful that vendors would be wise to expand on such an idea.
“I wish there was more virtual collection software that would help collectors learn in real-time for a realistic result during the training process,” said Chambers. “Studies have shown 52% of Americans believe participation through hands-on training is the best learning method.”
Collection managers can also simply take a closer look at their existing medical collection solution and its functionality. Looking for a more comprehensive and advanced software solution is always a good idea but do you utilize every training feature and scenario? If not you may be leaving money on the table.
“There is already a tremendous amount of information available to collectors to make good, informed decisions while working accounts,” Hopkinson said. As for the process of training new collectors, many systems have multiple training modules that most companies don’t use. It’s a good idea to use them! They can teach in many different forms (video, voice, illustrative windows) and allows the new hire to understand the progression of working the account from call connect to completion.”
As anyone who has worked at mastering something can testify, learning never stops. Continual training can help maintain collector technological proficiency for years to come.
“I think quarterly training classes are one of the best ways to evaluate and enhance a new collector on medical software and it gives you a chance to teach changes in upgrades to the software,” said Chambers.