Final answer:
During an initial call to a patient about an overdue account, be polite, listen actively, and offer flexible payment solutions, all while being pleasant and patient. Providing your contact information and following up when necessary are key to maintaining good relations and resolving the account.
Step-by-step explanation:
When handling an initial telephone call to a patient regarding an overdue account, it is important to be professional, courteous, and empathetic. Ensure that the call begins with a polite introduction and an explanation for the call. It's essential to listen actively to the patient's explanation or concerns and offer solutions such as payment plans or discussing other payment options. Throughout the conversation, remain pleasant and patient, and remember to follow up if you've promised to take further actions or provide additional information.
Remember to mark your calendar to call back if necessary and to provide your contact information so the patient can reach you if they find a resolution or have any questions. Being persistent without being annoying can help resolve the overdue account while maintaining a good relationship with the patient. By approaching the situation with understanding and offering help, you can facilitate a positive outcome for both the healthcare provider and the patient.