In the fall of 2013, our team was introduced to a service offering from GoodWill industries called TalentBridge. “TalentBridge is a recruiting, staffing and placement service that provides customized strategic solutions for area companies,” according to the GoodWill Industries website. State Collection Service was referred to TalentBridge from Wheaton Franciscan Healthcare, who has taken their GoodWill relationship to an even stronger level, through their development of the Project PRISM customer service training program which complements new hire training processes.

The unique candidate pool offered by TalentBridge combines traditional staffing services with candidates who have been working with the TalentBridge staff in a variety of workforce re-entry processes. The TalentBridge team delivered the first group of new hires to State Collection Service’s recently-added Milwaukee location in December 2013, with specific emphasis on hiring for character and culture fit, assuming that we can train the technical aspects of the customer service representative role. Associates participated in PRISM training, systems training, and customer service/call handling classes. After a nearly four-week process, the group was ready to take their first calls!

The TalentBridge-sourced team members are enthusiastic about their career opportunities with State Collection Service. They are appreciative of the impact having consistent employment offers them and their families. Marquis, a new team member commented on his experience so far, “The PRISM training was very interactive and took a hands-on approach to learning, which was very beneficial for someone starting a new role. One of the items I enjoy so far is that this is a family run business, and there is communication with all levels in the organization… well… let’s just say I got to meet the owner, Tom Haag!”

Additionally, Heather, a new customer service representative for State Collection Service added, “I learned about the position originally through a referral. Recently I earned my degree and felt that the healthcare industry was a good place to expand my professional experience, so I completed the hiring process with TalentBridge. What I enjoy is that we are not only responsible for obtaining payments, but we are really patient-oriented, and we do not have to hide from offering Community Care (financial assistance) or setting up the best possible arrangements. I feel we do a good job comforting patients and are able to build a rapport with them.”

Looking to the future, our team plans to continue working with TalentBridge. Not only will State Collection Service utilize TalentBridge for staffing but also for the three-day PRISM customer service training process, which augments the use of other training tools such as HFMA’s Credentialed Revenue Cycle Representative program and our own ASSIST-mentor program.

Since 1949, State Collection Service has provided quality collection service to countless healthcare organizations.

Through experience and innovation, State Collection Service has grown to become a tremendously credible and nationally-recognized collection agency offering services from pre-registration to bad debt. It is upon the basis of ethical behavior and a dedication to integrity that each State Collection Service employee works to uphold the company’s vision – Partnerships for a Lifetime.

*This article first appeared in “A State Collection Service, Inc. Newsletter Volume 20, Issue 1, First Quarter 2014”