The file is allocated to an account manager depending upon the patient’s mother tongue and the country within which the patient resides This is the only standard procedure for the collection of the international patient accounts. International collections are very unique and therefore it is imperative that the processes are not standardised to ensure that the accounts can follow a natural flow and not be dictated by excessive procedures.
Thereafter all accounts are handled on an individual basis to ensure that we respect the culture of the patient and their particular circumstances at all times. Furthermore, to ensure continuity and patient friendly collections only one account manager will be responsible for the file from placement to closure. The patient will, therefore, always know who is handling their account.
We have a continual programme of in-house training to ensure that all of our employees adhere to the standards imposed by HIPAA, FDCPA and any country specific legal requirements.