Ask-Doug Seminars, Inc
Accounts Receivable Collections
Future seminar locations

"Full" seminars are noted in the City column

State

City

Date

Type of audience

We took a break from the full-day seminars, to concentrate on the webinar side of the business. But if you would like us to come to your city, and you can guarantee 15 people who will register, email us, and we'll work with you to get one scheduled!

Webinars for 2015

Onlne webinars

What a New Collector Needs to Know New!

We’re going to start the New Year with a New webinar for New Collectors! We’ll talk about the things a new collector needs to know to get started. Or maybe your office doesn’t have a good collection strategy, and you’d like to review your collection procedures. This is the webinar Doug wishes he could have attended on his first day of collections.

  • What is your company philosophy about collections?

  • Phone calls or letters?
  • Time table – when should you do what?
  • What should you say in your collection letters?
  • What should you say in a collection phone call?
  • Documenting your collections
  • Following up – are promises kept?
  • How can you learn what you need to know?

$99 - 60 minutes - including question & answer period

Thursday, January 8, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Onlne webinars

25 Collection Myths

We'll be looking at the top 25 myths about collections - things that your patients are sure are true about collections. Or things you thought were true, or wondered about, but aren't true.

Includes a quiz you can use to train your staff.

$99 - 60 minutes - including question & answer period

Tuesday, January 20, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

HIPAA revisited

The privacy provisions went into effect over a decade ago. But offices still have a lot of confusion on what they can and cannot do. We'll discuss several real-life situations and how you should handle them. We'll also talk about what has caused HIPAA fines and settlements, many of them over $1,000,000.

Includes a quiz you can use to train your staff.

$99 - 60 minutes - including question & answer period

Tuesday, February 10, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Credit Balances New!

There are federal and state laws regarding credit balances. We'll talk about if credit balance statements are required, when are you required to send out credit balances, what if you can't find the patient's address to mail the check, what if the patient has passed away, and dealing with uncashed checks.

$49 - 30 minutes - including question & answer period

Wednesday, February 25, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Federal Collection Laws

Each office and every collector needs to know the Federal laws that pertain to collections. Failure to follow the law can put the practice in jeopardy, as well as at risk for a lawsuit. A serious breach of a federal law could result in fines and jail time. Periodically, it's good to review these collection laws to make sure your office is in compliance.

Laws reviewed:

  • Fair Debt Collections Practices Act - how does this law apply to your office?

  • Equal Credit Opportunity Act - what can you NOT take into account when collecting?
  • Red Flag Rules - Identity theft, how to avoid problems
  • Fair Credit Billing Act - Required disclosure regarding correction of billing errors, finance charge disclosures, the rules on credit balances
  • Fair Credit Reporting Act - Using credit bureaus to prevent delinquent accounts and collect past due accounts, reducing your use of collection agencies
  • Truth in Lending Act - Credit disclosures
  • Servicemember's Civil Relief Act - What special rights do Service Members have with regards to collections?
  • HIPAA and collections - What can you disclose to other people when you're collecting on an account? When can you give mom the account balance of her adult daughter's account?
  • Federal Bankruptcy laws - Types of bankruptcies, filing a claim form, can you accept voluntary payments from a patient whose account you wrote off because of bankruptcy?

$99 - 60 minutes - including question & answer period

Tuesday, March 10, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Ask Doug Anything

This is our quarterly webinar of just questions and answers, focusing on HIPAA and collecting from patients. This is free for our Club-Doug members as well as offices who register for a webinar during January - March.

$19 - Up to 60 minutes

Thursday, March 26, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

25 More Collection Myths

We'll be looking at another 25 myths about collections - things that your patients are sure are true about collections. Or things you thought were true, or wondered about, but aren't true.

Includes a quiz you can use to train your staff.

$99 - 60 minutes - including question & answer period

Tuesday, April 14, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Credit Balances New!

There are federal and state laws regarding credit balances. We'll talk about if credit balance statements are required, when are you required to send out credit balances, what if you can't find the patient's address to mail the check, what if the patient has passed away, and dealing with uncashed checks.

$49 - 30 minutes - including question & answer period

Wednesday, April 29, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Collecting During Life Changing Events

Most patients start out with the best intentions to pay for your services. Unfortunately, some patients may have major changes in their lives--predicted or unpredicted. But accounts still need to be collected. Make sure your office knows how to handle these situations!

Topics covered:

  • Responsible parties

  • Turning 18
  • Adult children
  • Getting married
  • Divorce
  • Unemployment
  • Serious illness
  • Bankruptcy
  • Collecting after death

$99 - 60 minutes - including question & answer period

Tuesday, May 19, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Collection after the death of the patient New!

Although we will talk about this briefly in the May 19 webinar, we will be spending more time on this subject. What's the easiest thing to do to collect these accounts? Does the spouse assume responsibility? When can you go after the children? What if the patient who died was a child? What if the patient is a child, but their parent (responsible party) dies?

$49 - 30 minutes - including question & answer period

Thursday, May 28, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Collections and the Same Sex Couple New!

As same-sex marriage becomes more common through the US, we thought we'd take a look at how this affects our collection work. Not all same-sex couples are married. Some have domestic partnership agreements, civil unions, or no commitment at all. How should your forms change to reflect this change in society? What questions should you be asking?

$49 - 30 minutes - including question & answer period

Wednesday, June 10, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Ask Doug Anything

This is our quarterly webinar of just questions and answers, focusing on HIPAA and collecting from patients. This is free for our Club-Doug members as well as offices who register for a webinar during April - June.

$19 - Up to 60 minutes

Wednesday, June 24, 2015

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Recordings of these previous webinars are available

On line webinar

Collecting in an Orthodontic Office

Orthodontic offices face some challenges other health care offices don't have to deal with. Once you have the braces on the teeth, it's hard to stop treatment. Since you're dealing with a treatment plan that can extend 2 years or more, there are more opportunities for problems to arise. This 90 minute webinar (70 minutes of presentation & 20 minutes for questions) addresses the unique situations orthodontic offices face on a regular basis.

Topics covered:

  • Assessing credit risks

  • Auto payment plans
  • Using third party financing
  • Should you offer pre-payment discounts?
  • What needs to be in your financial agreement?
  • Who should sign the financial agreement?
  • Payment plans if parents are already divorced
  • Joint contracts vs. split contracts
  • Collecting during treatment
  • Can you put the patient on "maintenance"?
  • What if the parents divorce during treatment?
  • What if a parent loses their job?
  • What if a parent loses insurance?
  • What if they file bankruptcy during treatment?
  • Patients who turn 18 during treatment
  • Dismissing a patient during treatment
  • Should you charge late payment fees?
  • Should you charge a missed appointment fee?
  • Collecting after the treatment is finished
  • Death of patient or responsible party

90 minutes - including question & answer period

Wednesday, October 23, 2013

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

 

 

Orthodontic Offices

How the Affordable Care Act Impacts Billing & Collections

We're pretty sure ObamaCare is here to stay. But how does that impact your office, as it relates to billing and collections? What will you need to know? What do you need to do to prepare for the changes still coming in 2014?

  • How will your patient load change?

  • Dealing with (and educating) the newly insured
  • Changes to consider regarding your payment policies
  • Are you trained on the provisions already in place?
  • What changes are still coming for 2013 & 2014
  • How will your staffing needs change in billing and collections?
  • How insurance companies are delaying provisions
  • What insurance companies are doing now to increase their revenue? (These don’t apply to their 80% cap, but it can affect your office if you’re not careful.)

60 minutes - including question & answer period

Tuesday, November 19, 2013

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

Recording of past webinar is available

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Collection Agency Fees New!

A court ruling revised the required language for charging collection agency fees to your patients. If you are currently charging collection costs to your patients, or want to, you need to attend this webinar. Make sure your office is using the latest disclosure language from the Federal Appeals Court!

Collection agency fees can be up to 50%. Many offices pass these charges on to their patients. We will review the regulations for passing collection agency fees on to your patients. In this webinar, we will discuss:

  • Which states prohibit charging the collection agency fee to the patient

  • What 4 things are required in order to charge these fees to the patient
  • Why the disclosure language you've been using may not hold up in court
  • How to calculate the amount to add on to the patient's account
  • How to disclose the collection costs in your final demand letter

30 minutes - including question & answer period $49

Thursday, April 17, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

3 C's of Collections: Courts, Collection Agencies & Credit Bureaus

Most of your accounts can be collected in your office using letters and phone calls. But for some of your difficult accounts, it's necessary to use some outside tools. Make sure your office knows how to use each of these tools, plus the advantages and disadvantages each tool offers.

Topics covered:

  • Courts vs. Collection Agencies

  • Taking someone to court
  • "Enforcing" a judgment
  • What collection agencies don't tell you
  • Why use a collection agency
  • Passing agency fees on to your patients
  • Collection Agencies vs. Credit Bureaus
  • Using credit reports to screen credit risks
  • Who to run a credit report on
  • Listing your delinquent accounts on your patient's credit report

60 minutes - including question & answer period

Wednesday, May 28, 2014


  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Preventing Delinquent Accounts

A lot of delinquencies can be avoided simply by getting the right information, and disclosing the right information, all at the time of service. We'll talk about what information you need to gather, and what needs to be in your financial disclosure. In addition, we'll talk about making it easy for people to contact you or to pay you, and also what you can do to collect from people without losing them as patients.

Topics covered:

  • What information you need to get at the time of treatment

  • What information needs to be disclosed at the time of treatment
  • When to use credit reports to screen out bad accounts
  • Making it easy for people to pay you or contact you
  • Collecting accounts without losing them as a patient or client

60 minutes - including question & answer period

Thursday, June 12, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Fundamentals of Collections

In this webinar, we'll talk about the building blocks of a successful collections program, including knowing which accounts you need to collect first, when to use letters and when to use phone calls, what you should say in your letters or on the phone, how to get people to open your letters, phone messages, documenting your collection efforts, account follow-up, and a suggested time table on when to do what.

Topics covered:

  • Prioritizing accounts for collections

  • Deciding when to call and when to write a delinquent account
  • Effective collection letters
  • Getting people to open your letters
  • How to make a collection phone call
  • Telephone messages
  • Documentating your collection efforts
  • Effective account follow-up
  • Suggested time table (when to do what)

60 minutes - including question & answer period

Tuesday, July 8, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Bankruptcy

When a patient files bankruptcy, that does not mean you won't get any more money. We will review what you need to do to maximize your recovery. We will also review what steps you are prohibited from taking.

60 minutes - including question & answer period

Thursday, July 24, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Collections Tools & Techniques

The successful collector has a number of tools at their disposal. They've also learned how to handle the routine "bad" things that happen on accounts. Having these tools, and knowing these techniques can help maximize the collection efforts.

Topics covered:

  • The tools every collector needs

  • Skip tracing (finding missing people)
  • Handling returned checks
  • Collecting from your friends and relatives
  • Collecting really old accounts
  • Patients who keep the insurance money

60 minutes - including question & answer period

Thursday, August 14, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

What "The Boss" Needs To Know About Collections

A brief overview of what "The Boss" (includes physicians, dentists, therapists, nurse practicitioners, veterinarians and other health care providers) needs to know about their office's collections. Recommend the office manager and collection people join the boss for this webinar.

  • Doctor & patient interaction – includes what “The Boss” should and should not say to a patient

  • Laws the doctor needs to be aware of – make sure everyone in your office are following these laws
  • The role of each employee – if “The Boss” steps outside of their role, it can hurt the staff’s ability to collect the accounts, and reduce the practice’s income
  • How collections affect your reputation – If you crack down on collections, will patients stop coming to you? Will other health care providers stop referring patients to you?
  • Tools your office needs for better collections – The most effective collectors have these tools to help with collections. Without them, they won’t collect as much, and it will take them longer to collect – costing the practice money
  • Is there a better alternative to collection agencies? We'll talk about a tool that costs less and gets you better results.
  • Proper and improper discounts – Are these discounts allowed:

  • Can you waive an insurance deductible for the doctor’s friend or relative?

  • Can you give a discount because the patient doesn’t have insurance?
  • Can you give a discount for paying at the time of service?
  • Can you give a discount for cash but not for checks or credit cards?
  • Can you give a different discount for checks than for credit cards?
  • How about a discount because of a financial hardship?
  • Are professional courtesy discounts allowed?
  • How about Senior Citizen discounts?
  • Can the doctor say “Insurance Only?” – just accept what the insurance pays?
  • Can you have a self-pay rate, and a different rate for billing out-of-network insurances?

60 minutes - including question & answer period

Tuesday, August 26, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

Recording of past webinar is available

 

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Yet Another 25 More Collection Myths New!

First we had 25 Collection Myths. Then we had 25 More Collection Myths. These webinars have been quite popular, so we're adding a third one, where we'll be looking at yet another 25 myths about collections - things that your patients are sure are true about collections. Or things you thought were true, or wondered about, but aren't true.

60 minutes - including question & answer period

Tuesday, September 9

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Dealing with Divorce New!

In this webinar, we'll talk about how to handle an account when patients & clients go through divorce. We'll also talk about how to handle situations when the parents are already divorced, and a parent is bringing a minor child to your office, but wants you to collect from their ex.

  • When parents divorce, who has to pay the existing account?

  • What if mom brings the child to your office, but her ex-husband carries the insurance on the child?
  • When does a step parent become a responsible party?
  • If an insurance payment results in a credit on the account, who gets the refund--the person who pays the insurance premiums or the person who made the payment?

30 minutes - including question & answer period $49

Thursday, September 25, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

The Care & Maintenance of Payment Plans

Sure, you'd like to avoid payment plans, but sometimes they're necessary. We'll talk about setting these up, monitoring them, and how to do the collections when payments are missed. We'll also talk about automatic payment plans and third-party plans.

  • Do payment plans need to be in writing? What if it’s an automatic payment plan?

  • Should we charge finance charges on payment plans?
  • How should we handle “second chances”?
  • Are post-dated checks valid for payment plans?
  • What if the patient only makes a partial payment?
  • Payment plans for co-workers/employees
  • How should we handle payment plans when the patient is still coming in for treatment?
  • What should be the minimum payment amount?
  • Do we have to offer everyone the same terms?
  • The patient has been making consistent small payments. Can we increase them?
  • How do third-party payment plans work?

60 minutes - including question & answer period

Tuesday, October 14, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Fees Fees and more Fees New!

We encourage the behavior we reward - we discourage the behavior we punish. There are many fees offices may charge their patients: Missed appointment fees, returned check fees, finance charges, re-billing fees, charge for copying a patient's records. We'll talk about the laws, rules and regulations regarding the different types of fees you may charge your patients.

30 minutes - including question & answer period $49

Wednesday, October 29, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Customer Service in a Health Care Environment New!

Great customer service doesn't just happen. It's more than greeting people by name or answering your phone promptly. We'll talk about simple things you can do in your office that will help you provide superior customer service

60 minutes - including question & answer period

Thursday, November 13, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  8 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Collecting During the Holidays New!

Do you feel like the Grinch when you try to collect accounts during the holidays? Do your patients call you Scrooge? We'll be talking about how you can still collect your accounts during November and December while maintaining your own sanity.

30 minutes - including question & answer period $49

Tuesday, November 25, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

Overcoming Patient Objections

How do you respond to your patients' excuses for not paying your bills? What if they're not satisfied with the care they received? What if they are lying to you? We'll be giving suggestions on how to handle the different types of objections patients give to you.


Topics to be discussed:

  • Recognizing a valid excuses

  • Recognizing a bogus excuse
  • Which excuses are stalling techniques?
  • What if they're not satisfied with the care they received?
  • What if you know they are lying to you?
  • Should you confront the patient?
  • Should you dismiss the patient?
  • When should you ignore a bogus excuse?

60 minutes - including question & answer period

Wednesday, December 10, 2014

  2 pm Eastern Time
  1 pm Central Time
12 pm Mountain Time
11 am Pacific Time
10 am Alaska Time
  9 am Hawaii Time

Recording of past webinar is available

Health Care Offices
(Medical, Dental, Optical, Veterinary, etc)

We took a break from the full-day seminars, to concentrate on the webinar side of the business. But if you would like us to come to your city, and you can guarantee 15 people who will register, email us, and we'll work with you to get one scheduled!