Ensuring Our Representatives are Properly Equipped to Help Patients
When you hear “training”, you might immediately think of new employee training. Of course, State Collection Service has a comprehensive new hire training program that includes two weeks of classroom training, covering everything from how to log into our network and systems to explaining an Explanation of Benefits to a patient. While this is definitely the right place to start, it’s important to remember that ongoing training and continued employee development as well as career-related professional certification opportunities are equally necessary.
As a company we are committed to a high standard of Customer Service Excellence that drives our continued focus on the training and development of our employees. Ongoing core training around Customer Service Excellence, Insurance and Payment Negotiations, One Call Resolution, and ongoing client system training all assist in building on the foundation of employee development. State Collection Service has invested in our Training Department and ongoing training requests are received daily and reviewed by our QA and Training Team.
Employees within our Extended Business Office have an opportunity to receive nationally recognized professional certification through HFMA’s Certified Revenue Cycle Representative (CRCR) program. We know that our Early Out employees need to have a broader understanding of the entire revenue cycle. The CRCR program is a platform that assists by offering a comprehensive online course consisting of multiple modules. We have tied these modules into a week-long instructor led classroom training. Both the content and exam are updated annually by HFMA.
HFMA’s CRCR program provides employees with the knowledge of the revenue cycle and empowers them to be solution providers, giving them the tools needed to handle a variety of patient questions and concerns.Employees who meet the requirements of this program earn the professional designation of “Certified Revenue Cycle Representative”. The initial test for certification is 150 questions with a maximum of 3 hours to complete. This is a rigorous test and in addition to the week-long instructor led classroom training; some may also choose to study on their own for the test. The certification is valid for 2 years and then re-certification entails another 75-question exam with a maximum to complete of 90 minutes.
By providing our Extended Business Office employees with training, development and ongoing education, we maintain our high level of commitment to Customer Service Excellence, exceed performance metrics and goals, and continue to succeed in overall client and patient satisfaction.
About State Collection Service, Inc.
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 23, Issue 3, Third Quarter 2017”