State Develops Representatives Scripts Related to COVID-19

State proactively reviewed call analytics to rapidly develop new onscreen assistance and scripts for representatives to ensure ongoing patient satisfaction during the COVID-19 pandemic. Led by our Director of Patient Engagement, we continue to learn and develop appropriate responses from ongoing patient communication. Below are the new onscreen assistance and scripts rolled out to State representatives:

Extended Business Office – COVID-19 Scripting 

Missed Payment on Scheduled Payment Plan Due to COVID-19:
We may be placing an outbound phone call in regard to a missed payment and the patient may be experiencing a hardship due to being affected by COVID-19. Please be mindful of using our active listening and empathy skills during this difficult time.  The following scripting is available for you to use:

Response:

  • “I understand this is a difficult time and see that you missed you scheduled payment. We were following up to see how we may be able to assist you.” (If the patient indicates they can pay or will be paying, thank them, note the account and update the system accordingly. If the patient expresses hardship, offer to delay the next payment or explore Financial Assistance, where offered by the client.)
  • “Due to COVID-19, we wanted to follow-up with you in regard to your payment arrangement. Do you anticipate any concerns with making your payments or should we explore other options? We are here to help you.”  (If the patient indicates they can pay or will be paying, thank them, note the account and update the system accordingly. If the patient expresses hardship, offer to delay the next payment or explore Financial Assistance, where offered by the client.)
Defaulted Payment Plan or Being Notified of Delayed Payments/Unable to Pay Due to COVID-19:
You may receive a phone call in reference to someone experiencing a hardship due to being affected by COVID-19. Please be mindful of using our active listening and empathy skills during this difficult time. If a patient asks if their payment c
an be delayed or missed, the following scripting is available for you to use:
Response:
  • “I apologize that you are going through this. We understand your concern and are happy to assist you. We can postpone this month’s payment for 30 days.”
  • “I’m sorry you are experiencing this. We can help you. We can delay your payment for 30 days.”
  • “I’m sorry you are going through this and we appreciate you letting us know. Let’s work together and we can figure out what is best for you and your situation.”
You may receive a phone call in reference to someone receiving a final notice and they are experiencing a hardship due to being affected by COVID-19. If a patient expresses concern that their account may go to collection, the following scripting is available for you to use:
Response:
  • “We understand your concern and are happy to assist you. You can disregard the final notice you have received and we can set up a comfortable payment arrangement that we can schedule to start in 30 days”
  • “I’m sorry you are in this situation. Please disregard the final notice that you received. Let’s work together to see what will work best for you.”
Financial Assistance Needed/Lost Job Due to COVID-19:
You may receive a phone call in reference to someone experiencing a hardship due to losing their job due to COVID-19. Please be mindful of using our active listening and empathy skills during this difficult time. If a patient indicates that they or their spouse has lost their job due to COVID-19, the following scripting is available for you to use:
Response:
  • “I’m sorry you are in this situation. We do have financial assistance available and I could ask you a couple of questions to see how I can help you.”
  • “I can help you. We have options available and I can ask you a couple of questions to see what would be best for your situation.”

 

 

 

 

 

 

Hospital/Client Specific Questions Due to COVID-19:
You may receive a phone call in reference to someone asking about their upcoming scheduled surgery, appointment, or has questions around the hospital’s capacity due to COVID-19. If a patient has questions around any of these items or something else that we may not have the answer to, the following scripting is available for you to use:
Response:
  • “We understand your concern and are happy to assist you. I don’t have any information in regard to your upcoming service however the appropriate department will be reaching out to reschedule your appointment should it be necessary.”
  • “We understand your concern and are happy to assist you. While in my department I don’t have information as to wait times or availability at our facility, we recommend you follow the CDC advise of contacting your physician if you are ill and think you may have the Coronavirus”.
General or Health Related Questions in Regard to COVID-19:

You may receive a phone call from someone asking general questions about COVID-19. If a patient has general questions, the following scripting is available for you to use:

Response:

 

 

 

 

 

 

Questions in regard to our Business being “Essential” or Questions Around Working Remote in Regard to COVID-19:
You may receive a phone call or place a phone call and receive a question as to whether or not our business is considered “essential” and/or whether we are working remote or are around others.  The following scripting is available for you to use:

Response:

  • “I am calling to assist you on your account. I can certainly forgo this call and call back at a future date that is better for you.”
  • “I am calling on behalf of (ABC Hospital, Physician Group) you received services from. If this isn’t a good time, I can call you back at a later date if you prefer.”

 If the patient continues to ask you questions around being essential and isn’t satisfied with the above responses, the following scripting is available for you to use:

 Response:

  • “We do offer many different services in our department. It is my understanding that our department is essential, as part of our role is to offer relief in times of trouble.  I can assist you with payment plans, financial assistance, and account questions.  We are exempt from the shelter in place restrictions, and are here to help you.”
  • “I am sorry you feel this way. Please let me know if there is a better time to speak with you about this matter.”

If these responses do not resolve the patient’s questions or concerns, please ask the patient if they can hold so that you can get a Supervisor or Manager.

 

Bad Debt Collection COVID-19 Scripting 

Missed Payment on Scheduled Payment Plan Due to COVID-19:
We may be placing an outbound phone call in regard to a missed payment and the patient may be experiencing a hardship due to being affected by COVID-19. Please be mindful of using our active listening and empathy skills during this difficult time.  The following scripting is available for you to use:

Response:

  • “I understand this is a difficult time and see that you missed you scheduled payment. We were following up to see how we may be able to assist you.” (If the patient indicates they can pay or will be paying, thank them, note the account and update the system accordingly. If the patient expresses hardship, offer to delay the next payment or explore Financial Assistance, where offered by the client.)
  • “Due to COVID-19, we wanted to follow-up with you in regard to your payment arrangement. Do you anticipate any concerns with making your payments or should we explore other options? We are here to help you.”  (If the patient indicates they can pay or will be paying, thank them, note the account and update the system accordingly. If the patient expresses hardship, offer to delay the next payment or explore Financial Assistance, where offered by the client.)
Defaulted Payment Plan or Being Notified of Delayed Payments/Unable to Pay Due to COVID-19:
You may receive a phone call in reference to someone experiencing a hardship due to being affected by COVID-19. Please be mindful of using our active listening and empathy skills during this difficult time. If a patient asks if their payment can be delayed or missed, the following scripting is available for you to use:
Response:
  • “I apologize that you are going through this. We understand your concern and are happy to assist you. We can postpone this month’s payment for 30 days.”
  • “I’m sorry you are experiencing this. We can help you. We can delay your payment for 30 days.”
  • “I’m sorry you are going through this and we appreciate you letting us know. Let’s work together and we can figure out what is best for you and your situation.”
Financial Assistance Needed/Lost Job Due to COVID-19:
You may receive a phone call in reference to someone experiencing a hardship due to losing their job due to COVID-19. Please be mindful of using our active listening and empathy skills during this difficult time. If a patient indicates that they or their spouse has lost their job due to COVID-19, the following scripting is available for you to use:
Response:
  • “I’m sorry you are in this situation. We do have financial assistance available and I could ask you a couple of questions to see how I can help you.”
  • “I can help you. We have options available and I can ask you a couple of questions to see what would be best for your situation.”
General or Health Related Questions in Regard to COVID-19:
You may receive a phone call from someone asking general questions about COVID-19. If a patient has general questions, the following scripting is available for you to use:
Response:

 

Questions in regard to our Business being “Essential” or Questions Around Working Remote in Regard to COVID-19:

You may receive a phone call or place a phone call and receive a question as to whether or not our business is considered “essential” and/or whether we are working remote or are around others.  The following scripting is available for you to use:

Response:

  • “I am calling to assist you on your account. I can certainly forgo this call and call back at a future date that is better for you.”
  • “I am calling on behalf of the healthcare system you received services from. If this isn’t a good time, I can call you back at a later date if you prefer.”

If the patient continues to ask you questions around being essential and isn’t satisfied with the above responses, the following scripting is available for you to use:

Response:

  • “We do offer many different services here at State Collection Service. It is my understanding that our business is essential. We are exempt from the shelter in place restrictions and are here to help you.”
  • “I am sorry you feel this way. Please let me know if there is a better time to speak with you about this matter.”

If these responses do not resolve the patient’s questions or concerns, please ask the patient if they can hold so that you can get a Supervisor or Manager.

We will continue to monitor patient call through the pandemic and adapt as appropriate to ensure patient satisfaction. We will continue to update you as new information is available.