Collections
Call scripting
A collector sees a call script beside the account and records the call's outcome under it. The script is a fixed, merge-filled guide; it is not a reviewed, editable library.
Written for: Collectors · Collections supervisors · Compliance reviewers
The account Script tab
Sidebar → My Work → Accounts → (account) → Script
- Open the account and select the Script tab.
- Follow the prompts. They fill in the patient's name, the practice name, the last four digits of the phone number on file, the balance and the date of service.
- Choose a disposition (for example Spoke to Patient, Left Voicemail) and add notes.
- Save. The call is recorded as an interaction on the account. A Promise to Pay outcome asks for the promised amount and date and also creates the promise, which then appears on the Promises tab. A Do Not Call Request outcome sets do-not-call on the patient's phone and mobile, so later calls from the collections workspace are refused.
| Field or control | What it means |
|---|---|
| Opening and verification | Greeting, then date of birth and phone-number verification. |
| Debt-collector disclosure | Shown when your organisation has the disclosure setting on (the default), right after verification and before the balance is mentioned. See below for the wording. |
| Balance discussion | States the balance as patient responsibility after insurance. |
| Payment request and plan offer | Offers payment today or a plan; the suggested instalment is the balance divided by ten. |
| TCPA consent | Asks permission to contact by phone, text and email. |
| Closing | Points the patient to the patient portal. |
When the tab opens, Prepare this call with AI shows a short pre-call summary and a tailored script: the balance discussion and payment request are written for the account from its balance, claims, payment plan, recent contact outcomes and notes, and every amount is checked against the account. The opening, verification, debt-collector disclosure, TCPA consent and closing are the standard wording above, unchanged; the disclosure is inserted by the software, never written by the AI, and a tailored script whose disclosure is missing or altered is not shown. It never threatens or mentions legal action, collections agencies or credit reporting, and nothing is sent or recorded by it. See AI drafts.
The debt-collector disclosure (mini-Miranda)
Sidebar → AR Settings → Compliance → Include the FDCPA debt-collector disclosure (mini-Miranda)
The setting is on for every organisation unless an administrator or supervisor turns it off. When it is on, the Script tab shows a Debt-Collector Disclosure (FDCPA) section right after verification and before the balance is discussed, in one of two fixed wordings:
| Field or control | What it means |
|---|---|
| First contact | “This is an attempt to collect a debt, and any information obtained will be used for that purpose.” Shown when the account has no earlier completed contact. |
| Later contacts | “This communication is from a debt collector.” Shown once the account records a call, text or email that reached the patient (spoke, promise to pay, payment, or a reply), or a letter marked completed. A voicemail or an unanswered call does not count, so the first-contact wording is shown again. |
The AI call preparation uses the same wording, inserted by the software. The AI is told not to write a disclosure, a draft that contains debt-collector wording of its own is withheld, and the tailored script is checked before it is shown: if the disclosure is missing, moved or not word for word, the tailored script is not shown and you use the standard script.
The disclosure is shown to the collector to read; the software does not record whether it was said. Turning the setting off removes the section from the standard and the tailored script.
The call-centre script panel
On deployments with Amazon Connect, the softphone console at /dashboard/call-center shows a script panel that picks a stored script by account status and aging bucket, falling back to a built-in default. Scripts there can include a disclosure field; the interaction record carries a checkbox for whether it was read. The checkbox is recorded, not enforced.
What is not implemented
There is no screen for writing or editing scripts, no Spanish-language script set, and no script library with separate follow-up, hardship or final-notice scripts. No script in the product has been legally reviewed. Earlier versions of this page said otherwise.
Good practice on calls
- Verify identity before discussing the account, and do not disclose the balance to anyone else.
- Do not make statements that are false or misleading, or threaten action you will not take.
- If the patient disputes the balance, record the dispute (Patient AR → Disputes) and follow your review process.
- If the patient mentions bankruptcy or an attorney, stop and escalate.
- Record the disposition and notes on every call.