2 days Workshop
INTRODUCTION
In order to be an effective collector for a healthcare industry, you need to have the heart of an entrepreneur. This course will help you to understand your defaulter behaviors in order to recover the arrears more effectively. You will learn when to be hard, or soft or using multiple options approach to speed up your collection. This 2 days’ course will provide those at the forefront of debt collection with the latest skills and techniques available for the collection of debt in a customer friendly way.
Course Objectives
By the end of this course you will be able to:
Assess burning issues facing Billing in Healthcare Sector
Effective planning For Collection Arrears Accounts
Understand in dealing With Difficulty Customers via telephone
Applying Collection Skills Via Telephone
Identify the Qualities of An Effective Collector?
Profiling your Customers
Practical debt recovery approaches
Credit Evaluation & Monitoring
Legal Procedure
Case Studies & Group Discussion
METHODOLOGY
Case Study & Group Discussion. Real-current problematic legal debt cases will be analyzed and scenario solutions will be discussed within the workshop.
WHO SHOULD ATTEND
Entrepreneurs, Accountants, Business Managers, Marketing Managers, Manager Billing, Billing Supervisor; legal Managers, Finance executives, Finance assistants, Collection Executives, Sales Executives, Managers, Credit Analysts, Credit Controller & Recovery Officers.
Special Feature: NOTE: Please bring laptop along
PROGRAMME OUTLINE
Day 1
Module 1: Customer Risk Profile in Healthcare Industry
Assessing Your Risk Factors
What Are the Strategies to Negotiate Debt?
Why Borrowers Are Not Paying You?
Module 2: Tracking Your Customers in Healthcare Industry
Effective Ways of Evaluation
Monitor the Potential/Existing Customers
Module 3: Improve Telephone Skills in Healthcare Industry
Improve Telephone Skills
Collection Skills Via Telephone
Module 4: Collection Skills Via Telephone in Healthcare Industry
Persistency
Speak Your Customer Language
Profiling Customers
Flow Along with The Customers
Module 5: Burning issues on billing
pending payment from corporate
invoice not generated
no GL issue for recover
insurance does not cover that particular medicine prescribed by Doctor
promise but fail to pay
delay in payment for corporate debtors (Insurance companies)
We do not know which invoice paid or not
Individual payer/cash paying- always ask for discount even though their bills < RM10K
Insurance company would not pay as they did not receive the bills
Always attended all grievances on bill comparison from TPA & self-pay patient
Collection of payment sometimes too slow. Not on times. Always said “we have to check first even though we have given them SOA (Statement of Accounts)
Collection of payment sometimes too slow. Not on times. Always said “we have to check first even though we have given them SOA (Statement of Accounts)
Oversea billing (international patient) delay payment
Debtor issue initial GL (guarantee letter), later decline Final GL (FLG) (due to insurance illness undeclared, Congenital problem, diagnosis differ etc...)
Difficulty to collect from VIP patient
Difficulty to get PIC from TPA or Insurance company & settle long outstanding bills
Day 2
Module 6: Qualities of an Effective Collector in Healthcare Industry
Passion
Patient
Perseverance
Persistent
Module 7: Understand Legal Debt Recovery Strategies
What to Do Before Litigation
Contents of Letter of Demand
Factors to Consider Before Suing
Preparation for Suing
Preparation for Trial
Enforcement of Judgments
Module 8: Debt Recovery Case Studies in Health Care Industry (Part 1)
Dealing with difficulty patients
Handling Patient complained on nursing services & doctor’s charges
Handling Corporate debtors, TPA & Insurance companies)
Insurance company decline the patient’s medical claim
Dealing with TPA, (Third party administrator)
Negotiation Skills
Effective Collector
Handling Difficulty Debtors
Module 9: Debt Recovery Case Studies in Health Care Industry (Part 2)
How to Detect Customers Early Warning Sign?
Dealing with NPL Borrowers
What Are the Critical Tasks of Financial Controller & Credit Controller?
Handling Government Accounts
Leading Authority in Credit Management and Debt Collection with over 26 years of professional experience
Fellow Member of Chartered Institute of Management Accountants (UK)
Dr. Steven Liew has over 26 years in experience in senior financial and operational management positions, spearheading the profitability and growth of many companies. He has worked in private sector companies ranging from family-run businesses to professionally manage multinational corporations across South Asia and the ASEAN region. He has worked for the MBF Finance & its related group of companies over the 10 years’ period. Steven has successfully developed collection model and actively imparting his skills.
Steven has an Asia Pacific Executive MBA (for Senior Executives) from the National University of Singapore and a PhD in International Finance with Rushmore University, USA. He is a fellow member of the Chartered Institute of Management Accountants, UK. Steven is a Chartered Accountant by profession and registered Trainer with the Pembangunan Sumber Manusia Berhad. He provides management consultancy and training in finance, leadership, credit management, and loan recovery. He also teaches courses in strategy, business, and finance. He has conducted various seminars for corporations and associations including Chartered Institute of Management Accountants, Nestle, Small Medium Industries Development Corporation, Ministry of Development, Brunei, BICPA Asean Management, Giant Retail, Ministry of Finance, and Ministry of Foreign Affairs among others.
Testimonials from Past Participants
“Value-added to my practices and daily-works” – Credit Manager, Putra Specialist Hospital (Melaka)
“Good and full of knowledge” – Credit Control Executive, Kuala Trengganu Specialist Hospital
“Very Nice & Good” – Credit Control, Kuala Trengganu Specialist Hospital
“Good presentation” – Account Executive, ISEC
“Learnt a few important points from how to improve telephone skills & dealing with difficult customers” – Senior Insurance Executive, ISEC
“Very informative...” – Clerk, KPJ Seremban
“Good & full set of skills in reaching out customers emotionally through touch of heart...” – Clerk, KPJ Seremban
“The topic really helps me in my daily job & am able to share the knowledge learnt with my working colleagues / friends in the similar industry” – Account Supervisor, KPJ Seremban