Which statement about collection calls is NOT true?

• A. Some patients are unwilling or unable to pay, and the collection specialist treats each carefully.
• B. The first call is used to verify that the patient has received a bill.
• C. The first call is used to resolve all problems in the account on the spot.
• D. Collections calls are tailored to situations and not follow a fixed formula.

Answer: (C)

In collection calls, the main approach is to collect what’s owed while treating each patient with care and tailoring the conversation to their situation. The first call is typically used to verify that the patient has received the bill, confirm contact information, and begin a discussion about options and next steps. It isn’t realistic to expect that all problems in the account can be resolved in that single contact; many issues—such as billing errors, insurance questions, or hardship considerations—often require additional investigation, documentation, and follow-up arrangements.

That’s why the statement about resolving all problems on the spot isn’t accurate. In contrast, true statements are that some patients cannot or will not pay and deserve a careful, individualized approach, and that calls are adapted to each situation rather than following a fixed script.