Sample Scripts: Billing Reminder Calls (English and Spanish)

Below are some sample scripts for our Billing Reminder Call service.  

LISTEN TO SAMPLE RECORDED MESSAGES: Check out the links at the bottom - there are some sample recorded messages for you to hear.

HOW TO EDIT: In order to edit them, you can copy these into the body of an email, edit and send back to us at  support@1800notify.com

OR, you can download the MS Word format document attached at the bottom of this document, edit and email to us.

SPANISH AVAILABLE: Once you finalize your English scripts, we can work with you to translate and record the Spanish version of the messages.  Just let us know if you need Spanish. 

SIMPLE OR COMPLEX - UP TO YOU: You can be as simple or complicated on each of the scripts depending on what you are trying to accomplish and your particular needs. For example, we have some clients that just use a single script with no variations and very few buttons to press.  They might just have "press 2 to pay with a credit card or if you have questions" and nothing else. 

We have other clients with more than 4 scripts that are all very complex - more scripts and more options to press provide you more information about the outcome of each call.  For example, if you added the option for "press 5 if you recently mailed a payment or plan do do so soon" and "press 2 to pay with a credit card" and "press 4 if your insurance changed" or "press 6 for any other questions about your bill" --- you would get a lot more information back on the actual status of each call.

========== SAMPLE SCRIPTS: ENGLISH  =============

FIRST BILLING REMINDER - FOLLOWS 1ST PAPER STATEMENT

When Delivered:  Arrive within 1 week the first statement arrives at the patient’s home

 

VERSION FOR WHEN A PERSON ANSWERS THE PHONE: 

Hello, this is the billing office of ____(billing client name)’s___ calling.  [Para español, oprima nueve.]  We are calling to thank you for your recent visit and confirming that ___(Patient’s first and last name)__ should have recently received our statement.  If you have just paid this statement, we thank you and ask that you press 5 so we may update our records

Please press 2 if you would like to pay it securely using a credit card now  Press 4 If you have not received this statement or have questions about it. Press 3 to hear this message again. Thank you.

VERSION FOR AN ANSWERING MACHINE OR VOICE MAIL:

Hello, this is the billing office of ____(billing client name)’s___ calling.  [Este mensaje se repetirá en español - this message repeats in Spanish]  We are calling to thank you for your recent visit and confirming that ___(Patient’s first and last name)__ should have recently received our statement.  If you have just paid this invoice, we thank you.  If you have not received this statement or have questions about it, please call our billing office at __________.  If you would like to pay it now using a credit card, please call ________________.  Thank you.

[Insert Spanish Answering Machine version here]

 

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SECOND BILLING REMINDER -- USE TO REPLACE SECOND MAILED STATEMENT 

When Delivered:   Instead of Sending the Second Statement or 1 week after 2nd statement arrives at patient’s home

We recommend skipping mailing the 2nd Statement - save yourself 50-70 cents and use just part of that savings to make 3 phone calls - save money and reach the patient in a more effective manner - a personal phone call.

VERSION FOR WHEN A PERSON ANSWERS THE PHONE: 

Hello, this is the billing office of ____(billing client name)’s___ calling.  [Para español, oprima nueve.]  We are calling to with a very important message for ___(patient name)_____. This is the second reminder that you have an outstanding balance due on your account. If you have just paid your account, we thank you and ask that you press 5 so that we may update our records.    

If you would like to pay this securely now with a credit card, please press 2 to be connected to our office.  If you have questions or a change in insurance, please press 4.  Please press 3 to hear this message again. Thank you.

VERSION FOR AN ANSWERING MACHINE OR VOICE MAIL:

Hello, this is the billing office of ____(billing client name)’s___ calling.  [Este mensaje se repetirá en español - this message repeats in Spanish]  We are calling to with the second billing reminder message for ___(patient name)_____.    

If you have questions about this account or would like to pay it using a credit card,  please call our billing office at ____(billing office number)______ between 9am to 5pm, Monday to Friday.  Thank you.

[Insert Spanish Answering Machine version here]

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FINAL REMINDER FOR PRE-COLLECTIONS - SEND AFTER FINAL STATEMENT IS MAILED

When Delivered:   About a week after the final statement arrives at the patient location.

VERSION FOR WHEN A PERSON ANSWERS THE PHONE: 

Hello, this is the billing office of ____(billing client name)___ calling. [Para español, oprima nueve.]  We are calling with the final reminder for ___(Patient’s first and last name)__.  Your account is at risk of being sent to a collection agency.  We want to avoid this with your help.  If you have just paid your account, we thank you and ask that you press 5 so we may update our records.  

If you would like to pay this securely now with a credit card, please press 2 to be connected to our office.  If you have questions, have a change in insurance, or would like to discuss a payment plan, please press 4.  Please press 3 to hear this message again. Thank you.

VERSION FOR AN ANSWERING MACHINE OR VOICE MAIL:

Hello, this is the billing office of ____(billing client name)___ calling. [Este mensaje se repetirá en español - this message repeats in Spanish]   We are calling with the final reminder for ___(Patient’s first and last name)__.  It is very important that you contact us today about your account.

If you have questions about this account, would like to discuss a payment plan, or would like to pay it using a credit card,  please call our billing office at ____(billing office number)______ between 9am to 5pm, Monday to Friday.  Thank you.

[Insert Spanish Answering Machine version here]

==============================================================

RETURNED MAIL SCRIPT - USE WHEN MAIL IS RETURNED

Used whenever you mailed something to the patient but it was returned to your location as undeliverable.

VERSION FOR WHEN A PERSON ANSWERS THE PHONE: 

Hello, this is the billing office of ____(billing client name)___ calling [Para español, oprima nueve.] We are calling to let you know that we tried to reach ___(Patient’s first and last name)__by mail, but our correspondence was returned as undeliverable.

Please press 2 to be connected to our billing office so we may update our records with your new address. Please press 3 to hear this message again. Thank you.

VERSION FOR AN ANSWERING MACHINE OR VOICE MAIL:

Hello, this is the billing office of ____(billing client name)___ calling [Este mensaje se repetirá en español - this message repeats in Spanish] We are calling to let you know that we tried to reach ___(Patient’s first and last name)__by mail, but our correspondence was returned as undeliverable.

In order to give us your new mailing address, please call our billing office at ____(billing office number)______ between 9am to 5pm, Monday to Friday.  Thank you.

[Insert Spanish Answering Machine version here]

 

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ENDORSE AND SEND CHECK 

USE WHEN YOU KNOW A PATIENT HAS RECEIVED A PAYMENT CHECK DIRECTLY FROM THE INSURANCE COMPANY AND YOU WANT THEM TO ENDORSE AND SEND IT. 

VERSION FOR WHEN A PERSON ANSWERS THE PHONE: 

Hello, this is the billing office of ____(billing client name)___ calling [Para español, oprima nueve.] We are calling to let you know that you may have recently received a payment check from your insurance company.  We ask that you endorse the back of the check by writing _________________ and signing it.  Then please mail it so us at ______(address)_______________.  

Please press 2 to be connected to our billing office if you have any questions about this. Please press 3 to hear this message again. Thank you.

VERSION FOR AN ANSWERING MACHINE OR VOICE MAIL:

Hello, this is the billing office of ____(billing client name)___ calling. [Para español, oprima nueve.] We are calling to let you know that you may have recently received a payment check from your insurance company.  We ask that you endorse the back of the check by writing _________________ and signing it.  Then please mail it so us at ______(address)_______________.  

If you have any questions, please call our billing office at ____(billing office number)______ between 9am to 5pm, Monday to Friday.  Thank you.

[Insert Spanish Answering Machine version here]

 

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ELIGIBILITY VERIFICATION

USE WHEN YOU WANT TO VERIFY ELIGIBILITY OF A PARTICULAR PATIENT.

VERSION FOR WHEN A PERSON ANSWERS THE PHONE: 

Hello, this is ____(billing client name)’s___ billing office calling. We are calling to ask you to fax us a copy of the front and back of your insurance card and _________________ to verify eligibility.  Please fax your information to us at _____(fax number)_____.

Please press 2 to be connected to our billing office if you have any questions about this. Please press 3 to hear this message again. Thank you.

VERSION FOR AN ANSWERING MACHINE OR VOICE MAIL:

Hello, this is ____(billing client name)’s___ billing office calling. We are calling to ask you to fax us a copy of the front and back of your insurance card and _________________ to verify eligibility.  Please fax your information to us at _____(fax number)_____.

If you have any questions, please call our billing office at ____(billing office number)______ between 9am to 5pm, Monday to Friday.  Thank you.

[Insert Spanish Answering Machine version here]

 

========== SAMPLE SCRIPTS: SPANISH  =============

 

Since you may adjust your English scripts - and you want the Spanish scripts to be the same as your adjusted English scripts, we have not included the Spanish scripts here.  You can see sample Spanish scripts in the attached MS Word document.