As part of your collection process (most offices send a certain # of statements before they start sending out collection notices – usually 3 statements for most practices), you should follow up with a phone call. Instead of the usual “Your account is overdue” phone call, consider this plan:
1) Ask how the patient is doing;
2) Let them know you are following up on their care;
3) Verify their address information;
4) Ask if they have received your statements and offer to set up payment arrangements.
Using this plan, you might be more likely to get a positive response from the patients. You can also use this call to discuss patient satisfaction issues with their last visit to the office.