Debt Collection Services 2023
How Are Firms Fostering Partnership & Driving Outcomes?

State Collection Service stands out for delivering positive client experiences across organization sizes, though most respondents are larger organizations (1,001+ beds). Over 75% of respondents feel State Collection Service exceeds their expectations due to the firm’s proactive communication and ability to stay on top of changing state regulations. Additionally, clients highlight that the firm is an accommodating, easy-to-work-with partner and that staff interact well with patients during the collection process. Only one respondent reports they wouldn’t work with State Collection Service again, saying the firm didn’t provide the same speed and level of engagement as other firms.

“My favorite things about State Collection Service are their leadership team and their ability to help us. The firm wants to be a good partner. They want to adopt our values and work side by side with us. State Collection Service is one of my favorite firms because of the ease of communication and of working together. They are very good at those things.” —Director

RSi also works with organizations of all sizes. Over half of respondents are highly satisfied, rating the firm’s overall performance above 90 (on a 100-point scale); further, all respondents but one are pleased with the value they receive from RSi’s services. RSi is described as a good, responsive partner due to the quality of their staff, who are noted as being open, honest, and transparent. One less-satisfied respondent wishes the firm’s team had better aligned with the client organization; another reports RSi’s performance could improve, noting that their own organization achieved better outcomes than the firm did.

“We have had a good experience with RSi. They have a great team that always keeps in close contact with us. Their CEO is very hands on in terms of client relationships. Anytime there is an issue or something we need to talk about, the firm is quick to jump on a call and work through things. We have had a good relationship over the years.” —Director

Clients of Balanced Healthcare Receivables* Report Strong Value through Consistent Collections

Interviewed clients of Balanced Healthcare Receivables (BHR)* are highly satisfied with the firm’s services. All respondents report receiving value and feel the firm drives outcomes by achieving favorable collection rates and providing consistent results with no red tape. Clients also appreciate BHR’s inbound call model for its short hold times, which reduce the dropped-call rate.

*Limited data

“We are receiving our money’s worth with Balanced Healthcare Receivables; they take on a burden for us that we do not have the bandwidth for. We see success with payments coming in. Balanced Healthcare Receivables is very consistent. We see results. Balanced Healthcare Receivables is a great firm to work with, and we have had no red tape throughout the years we have been with Balanced Healthcare Receivables.” —Director

Firstsource* respondents highlight the firm’s ability to execute engagements, citing their online presence, portal that facilitates easy patient payments, and lack of issues during file transfers and other account maintenance. Respondents also note that compared to other companies, Firstsource has more advanced technology for patients and healthcare organizations and that the firm leverages this technology to increase collection rates.

*Limited data

“Firstsource is making strides to leverage technology more than other agencies. They are using electronic communication other than just phone calls or mail to contact patients and give them an opportunity to pay. That area is one the firm has really employed that other agencies haven’t employed to the same extent.” —Director

Highly satisfied ARStrat* respondents appreciate the firm’s stable leadership and strong partnership. They also report that the firm’s resources plan ahead and collaborate to accomplish client goals. In general, interviewed clients are less satisfied with the firm’s technology and online presence; respondents note that ARStrat doesn’t currently have a client portal or a way for patients to pay online. A couple of smaller organizations (a clinic and a hospital with 1–200 beds) report unkept promises and poor communication as well.

*Limited data

“ARStrat bends over backward to give us anything that we want. I have had the same representatives for a long time, and I know them personally. They call to check in. Even the top-level executives call me to make sure that I am happy. They sincerely want to make sure that everything is good with us. Sometimes ARStrat has limitations with slowness in their tech department. We will ask them for something, and they will say they will get it to us today, but it ends up taking a week or so.” —Director

Despite Variation in Client Experience, All Firms Maintain a Positive Patient Experience

Healthcare organizations face a difficult challenge with balancing the need to collect money for delivered services while also preserving good patient relationships, and they want their debt collection firms to contribute to maintaining these relationships as the firms work to recover funds from delinquent accounts. Early insights show that all measured firms generally do well maintaining a positive patient experience. As KLAS gathers more data on patient satisfaction with debt collection firms, we will provide further firm-differentiating insights.