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Litmos Education - Medical Collection “Soft” Skills
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Medical Collection "Soft Skills"  

Each of the courses listed below are sold individually; $15 for NAHAM members and $35 for non-members. Click on the course title to purchase the course.

BF80920 - Assumptions, Presumptions and Misconceptions in the Collection Process

This course explains how the assumptions, presumptions and misconceptions you may have can influence a collection discussion.

Course Objectives
After completing this course, the learner should be able to:

* State assumptions, presumptions and misconceptions that influence success of collecting payment.

* Identify better assumptions to consider.

* Discuss actions that will help you obtain payment.

Contact Hours: 0.25
Length of Course: 15 minutes 


BF80921 - Triaging for Better Collections

Triage is a common term and mindset in the medical field. The principles of triage have been used for centuries to assign a category to individuals for grouping and decision making. This course will help you understand how to use the triage process of quickly assessing and categorizing. This is especially helpful when applied to the collection process in a physician practice or healthcare organization.

Course Objectives
After completing this course, the learner should be able to:

* Explain what triaging means in terms of the Collection Touch.

* Understand the difference triaging makes in your practice.

* Demonstrate how to successfully implement triaging into your practice.

Contact Hours: 0.50
Length of Course: 30 minutes 


BF80922 - Breaking Down Communication Barriers During Collection Process

Communication barriers pop up when one person doesn't understand the other. Common medical terms and acronyms may be old hat to you, but are often like a foreign language to patients. This course is designed to help you identify common barriers to communication, and give you the tools and tips to break them down. Once the barriers are removed, you will be successful in educating the patient in the collection process and be able to successfully obtain the required payment.

Course Objectives
After completing this course, the learner should be able to:

* Identify common barriers to communication.

* Recognize ways to break through the barriers.

Contact Hours: 0.50
Length of Course: 20 minutes 


BF80923 - 3 Keys to Effective Collection Communication

A first impression can make a lasting impression when communicating, but this is especially true when discussing a balance due with a patient. The words said, tone, volume and speed of voice used along with non-verbal mannerisms can have an impact on the outcome of a discussion. This course will explore verbal and non-verbal communication techniques that can help you more effectively ask for and collect patient balances.

Course Objectives
After completing this course, the learner should be able to:

* State the three keys to understanding communication.

* Recognize how energy level affects communication.

* Describe the components to verbal and non-verbal communication.

Contact Hours: 0.50
Length of Course: 30 minutes 


BF80924 - Matching Communication Styles for Improved Collections

This course guides you on how matching your communication style to a patient's and by tuning in to how each patient is speaking will lead to increased success in collecting patient balances when talking about payment obligations.

Course Objectives
After completing this course, you should be able to:

* Identify the different styles of communication.

* Demonstrate how to effectively match patients' styles of communicating.

* Recognize the link between communication style and successful payment collection.

Contact Hours: 0.50
Length of Course: 30 minutes 


BF80925 - Understanding the Stages of Patient Collections

Collecting payment for healthcare services isn't easy. But in today's age of increasing healthcare and insurance costs, it is now more important than ever to collect payment from patients. Being at the frontline of your healthcare organization, it's important to know how to put patients at ease and help them understand the payment process. This course guides you through the Collection Touch communication cycle, helping you navigate any collection scenario and reach the end goal of a payment in f

Course Objectives
After completing this course, you should be able to:

* Explain the history of collecting payment from patients.

* Understand the benefits to patients, providers and yourself for collecting in full.

* Know how to implement the different stages of the Collection Touch cycle.

* Navigate tricky collection scenarios with all patients.

Contact Hours: 0.50
Length of Course: 30 minutes 


BF80926 - Strategies for Handling Payment Objections

Obtaining payment from patients can be difficult, especially when a patient objects. In this course, you will learn the definition of objection, how to determine whose objection it is, and some key words and phrases to help you achieve your ultimate goal of obtaining payment for the services given.

Course Objectives
After completing this course, you should be able to:

* Define objection.

* Understand objections from patients.

* Utilize key words and phrases to obtain payment.

Contact Hours: 0.25
Length of Course: 20 minutes 


BF80927 - Quality Assurance Methods in the Collection Process

This course is designed to assist you in understanding what quality assurance means to you. You will learn why it's important for staff to be monitored on their ability to obtain payment from patients, and you'll be taught a method for monitoring your own outcomes. Management teams will learn that quality assurance should be viewed as training and be used as an education tool, rather than being felt as disciplinary to staff.

Course Objectives
After completing this course, you should be able to:

* What quality assurance is.

* Why quality assurance is necessary.

* How self-monitoring can be helpful.

* Why management quality assurance is an asset, not a disciplinary act.

Contact Hours: 0.50
Length of Course: 20 minutes 


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