Med/Finance

Guide

Flow

Call

Effective 4/2021

OPENING Identify yourself/company and call recording disclosure

Inbound: “SCI, this is (name), this call may be recorded and or monitored for quality

assurance purposes, how may I help you?”

Outbound: “Hi, Mr. Smith, my name is _____ of SCI, this call may be recorded and or monitored

for quality assurance purposes…” This is in reference to a personal business matter with Client Name. You may only mention client name when you have verified the first and last name of the consumer.

Identify/verify member

• May I have your name please? (inbound)

• Can you verify the last four digits of your SSN please?

• Can you verify your date of birth please?

• Can you verify your billing address please?

• Are you authorized to handle Mr. Consumer’s account on this regard? Inbound: To ensure I am speaking to the authorized person, can you please verify your date of birth (pause for member) …And just the last two of your Social?

How about your mailing address? (must verify full address, city, state, zip)

Thank you for that information.

INBOUND/OUTBOUND CALLS

If Consumer states: “I am not comfortable giving you my Social / Date of birth.” Then…

Verify any POA/Attorney information in the account documentation prior to discussing account.

Effective 4/2021

OPENING (CONT) State Mini Miranda VERBATIM This is a communication from a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. Discuss your reason for calling State the correct amount due Mr. Smith, I’m calling you today from SARMA Collections, Inc. in reference to an existing balance of $100.00 with “client name.”

Approved Voice Message Med Retail We have an important message from SCI Inc. This is a call from a debt collector. Please call “collector name” at toll free/local number ext ___.

INBOUND/OUTBOUND CALLS

Effective 4/2021

NEGOTIATING

Attempt to collect full balance Ask for balance in full – if unable to pay balance in full, ask for payments to balance.

Your balance is $400.00, are you able to take care of that today?

Probing Questions or Clarifying Questions

• Probe on hardship short term/long term

• Determine sources of income/other sources of income What would you like to do today for the account? Would you like to make a payment today or set up arrangements? How much can you handle today/every month? Follow the correct steps for collection/payment arrangements

• Refer to payment script for payment arrangements and

•

• Inform the consumer that the call will be transferred to an unrecorded line to process the payment. Since you will be providing me your credit card information, for your security, I will have this call transferred to an unrecorded line.

• Account notation must reflect the exact amount agreed as payment.

• REMEMBER TO TURN THE RECORDING BACK ON AFTER PAYMENT HAS BEEN OBTAINED. Inform the consumer that you will resume recording the remainder of the call.

FAILURE TO COMPLY TO THIS LINE ITEM MERITS AN AUTOMATIC ZERO QA SCORE.

REFERENCE WATERFALL FLOW CHART

Setup pay arrangements/settlement (if applicable) based on what the consumer states (based on situation /hardship)

Effective 4/2021

CLOSING Recap the arrangement Just a recap to the payment arrangement we have set up. You agree to pay the amount of…. (If no payment arrangement established, set the call up for the next contact) Just a recap of the conversation… Settlements Inform member that they may receive a 1099c. If member asks, “What is a 1099c?”, respond with: For any questions about a 1099c, please consult with a Tax Advisor. Verify Address and best contact number May I verify your mailing address is still 555 E Ramsey, San Antonio, TX 78216 and your phone number is (210)-123-4567? Is this the best contact number to reach you?

Issue resolved and offer additional assistance

• Reps should take the initiative to ask the consumer if there’s anything they can help the consumer with under their scope of support. They should also ask this prior to making a transfer.

• Examples of Offering Additional Assistance Inbound Are there any other questions I can answer for you?

Is there anything else I can help you with? Before I transfer you to ________, is there anything else I can help you with? Have I addressed your concerns today? Did I resolve your issue to your complete satisfaction? Outbound Do you have any questions for me?

Effective 4/2021

CLOSING (CONT)

Close the Call Properly Thank the member/consumer

Thank you for calling us today. (Inbound) Thank you for your time. (Outbound)

Have I resolved your issues? Have I met your needs today? Have I answered all your questions?

Notate the Account / Payment Arrangements Accurately Document the details of the call

Notate properly

End the call positively.

Confirm First Call Resolution. (Inbound)

Effective 4/2021

TIPS FOR SUCCESS

• Thank the member. Thank you for that information.

• Use member/consumer’s name and rank, if applicable.

• Listen to the member, pause, allow member to speak.

• Avoid Jargon.

• Avoid inappropriate comments.