Hire skilled staff
Next, HGS established a stringent, highly structured process to hire and retain seasoned, talented staff, with domain expertise gleaned from many years focused on RCM. HGS understood the need for a front-line focused on developing best practices and incentivizing to drive excellence. To this point, HGS transformed hiring to create a healthcare collections culture geared toward top performance. This meant starting to hire for a friendly, empathetic personality type that is also balanced with an assertive, outcomes-based drive with good analytical and negotiations skills. Our new focus resulted in a substantial scale of hiring, with 35 FTEs focused on outbound only and a ramp including inbound for a total of 150 team members focused on collections and patient-friendly collections and customer service.