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Time to see a specialist? At Bank SNB, we've specialized in healthcare banking solutions for nearly 40 years. Our experienced bankers and healthy product line make sure you stay at the forefront of the ever-changing healthcare industry. We o er: • A deeper knowledge of revenue cycle management • HIPAA-compliant treasury products tailored to you • Lending capacity to finance major infrastructure projects (including hospitals, surgery centers, clinical space and senior living facilities) For banking that's a cut above, choose the healthcare banking specialists at Bank SNB. 601 NW Loop 410, Ste. 230 San Antonio, TX 78216 Cari Robinson 210.442.6136 bankSNB.com We make house calls. Call us for your healthcare banking needs. IN THE REALM OF INTERACTIONS BETWEEN HEALTHCARE ORGANIZATIONS AND PATIENTS, PROBABLY FEW BESIDES AN AL ARMING DIAGNOSIS INSPIRE AS MUCH DREAD ON BOTH SIDES AS DEBT›COLLECTION CALLS. GOOD PREPA R ATION A ND careful execution on the part of sta members tasked with making these calls can make the process less onerous, according to The Kaplan Group. Among tips the California-based collection agency o ers: + Keep calm. Some debtors become abusive, but you do not have to go to every fi ght you are invited to. + Study up. Having thorough information about a delinquent bill will make it easier to speak confi dently and knowledgeably. + Take good notes. Jotting down the contents of the conversa- tion while it's fresh on your mind will be helpful if a dispute about the bill arises. + Focus on accuracy. Ascertain that the bill has not already been paid so as to avoid causing annoyance and destroying future business. + Be fl exible. If di erent payment options are available, spell them out. + Keep at it. The fact that someone cannot pay in full right away does not mean he or she can never pay. Ongoing com- munication may keep things moving. + Consider outsourcing. Recognize that enlisting a respected collection agency may be necessary in some cases. ■ BY STEVE BARRETT 'We're Calling about YOUR BILL ...'