CRCR - Certified Revenue Cycle Representative Program Account Follow-Up and Collections Questions and Answers

Question 1

An Accounts Receivable (A/R) aging report shows a significant percentage of self-pay accounts in the 91-120 day bucket. What does this primarily indicate a problem with?

Accepted Answer

The effectiveness of the collections process.

Answer

A high volume of accounts in older aging buckets, like 91-120 days, directly reflects that efforts to collect outstanding balances have been unsuccessful and cash flow is delayed. While other issues can contribute, the A/R aging report is a primary tool for measuring the performance of the collections process.

Question 2

A patient with a large outstanding balance informs the collections specialist that they recently lost their job and cannot pay. What is the MOST appropriate initial action for the specialist to take?

Accepted Answer

Screen the patient for eligibility under the hospital's financial assistance policy.

Answer

The most appropriate and patient-centric first step is to determine if the patient qualifies for financial assistance or charity care. Hospitals are required to have financial assistance policies, and this approach helps differentiate between an unwillingness to pay (bad debt) and an inability to pay (charity care).

Question 3

Which of the following activities is restricted under the Fair Debt Collection Practices Act (FDCPA) when performed by a third-party collector?

Accepted Answer

Discussing the details of the debt with the patient's neighbor.

Answer

The FDCPA strictly limits communication with third parties about a consumer's debt. A collector cannot discuss the debt with most other people, including neighbors or employers, without the consumer's prior consent. This is considered a violation of the consumer's privacy.

Question 4

During a follow-up call, a patient disputes a charge on their statement, stating it is incorrect. What is the best practice for the revenue cycle representative to follow?

Accepted Answer

Listen to the patient, place the disputed amount on hold, and initiate an account review.

Answer

The best practice is to acknowledge the patient's concern, temporarily pause collection activity on the disputed charge, and begin a formal review process to verify the charge's accuracy. This de-escalates the situation and demonstrates a commitment to resolving the issue fairly.

Question 5

After all internal and external collection efforts for a patient's account have been exhausted and the balance is deemed uncollectible, the amount is typically written off and reclassified as:

Accepted Answer

Bad debt.

Answer

Bad debt refers to services for which the provider expected payment but did not receive it because the patient was unwilling or unable to pay, after collection efforts were made. This is distinct from charity care, where an inability to pay is determined upfront and the provider does not expect reimbursement.

CRCR - Certified Revenue Cycle Representative Program Practice Test

CRCR - Certified Revenue Cycle Representative Program Practice Test

CRCR - Certified Revenue Cycle Representative Program Account Follow-Up and Collections Questions and Answers