Self Pay Services
Introduction
The effective management of health care financial and statistical information requires a significant commitment to automated data processing systems. At RPM we have made that commitment. Our clients benefit from the most sophisticated information systems available.
Our Collection Partner© software was designed specifically for health care collection and litigation services and has been specially modified to meet our needs. From referral processing to payment posting, this software provides RPM's self pay processing and collections staff and our associated law firm's personnel with easy access to necessary data. It provides on-line entry and editing, paperless collection processes, automated legal support, and system generated letters.
The document support function of the system, which includes collection letters, Medicaid letters, third party communication, legal documents, post judgment remedies, and management and client reports, is tailored to meet the needs of each reimbursement program and to address the requirements of each client.
We have made a strong commitment to advanced forms of technology that provide significant advantages in the processing of health care accounts. Much of this has been developed internally by our programmers, however, we constantly evaluate new hardware and software as it becomes available. We do not hesitate to acquire advanced technology when we believe that it will enhance the services we offer to our clients.
We use a Smart-Dial© predictive dialing system to facilitate the handling of literally thousands of accounts. The dialer uses algorithms to time phone calls for each collector. It makes calls automatically and routes those that are answered to an available collector. No completed phone call fails to be received immediately by a collector, and no collector is left with unproductive time on busy signals and no answers.
Our computer system is linked directly to the predictive dialer. When a call is completed and routed to a collector, our system simultaneously brings the patient's account information onto the computer screen. Our collectors are able to address the patient by name and with current account information immediately.
Using the predictive dialer, a collector can process approximately five times the number of accounts that could be processed without the automation.
Our professional staff will minimize complaints. All personnel are trained to understand insurance issues and, if providers desire, can work to pursue alternative sources. Our self pay expertise can be applied to projects, outsourcing or traditional bad debt.
We track patient complaints at three levels: Client Services, Quality Assurance and Operational Management Staff. Every complaint is investigated and documented. Complaints are tracked by account representative to ensure that hospital and RPM policies are adhered to and that we don't experience re-occurring problems. This process also identifies the need for additional training of staff.
RPM takes complaints very seriously. We pride ourselves on having a low occurrence of patient complaints as we recognize that the patients are your customers. We strive towards excellence in customer service.
RPM is extremely flexible with respect to patient correspondence. All of our patient letters are drafted in cooperation with our hospital clients. We have used both statement and letter style correspondence. With the exception of mandatory FDCPA language, we are very flexible in the look, tone, and content of the letters.
We have the capability to operate as an extension of the business office on accounts "not in default".
All of our self-pay collection programs are designed to meet certain goals:
- Create a sense of urgency on the part of the debtor to pay our client's balance versus other outstanding debts that they may have
- Maximize collections in a professional and businesslike way
- Conduct our business in a manner that is in keeping with the customer services oriented philosophy of our clients designed to minimize complaints
Pre-Collection/Self-Pay Outsourcing Services
Self-Pay Outsourcing Services- Whether called an out-source, co-source, EOS (Early out Services), letter series, or pre-collect RPM provides collection assistance on accounts "not in default" and part of active hospital A/R. While many of these programs are designed to provide a set number of defined work events for a specified fee per account, RPM's contingency fee EOS programs are designed to provide a comprehensive collection effort on self-pay accounts early in the revenue cycle that will generate increased cash collections without having a negative impact on patient satisfaction. Our clients see results that include increased cash collections, reduced aging, reduced bad debt write-offs and reduced external collection expense. RPM creates a seamless process with respect to working the accounts. The letters are mailed on behalf of the hospital on hospital letter head, the phones are answered as the business office, and communication is done as an extension of the hospital's own business office. The accounts are electronically loaded into our Collection Partner© System with a predetermined series of events including letters, calls and management review. The first action on the account is the mailing of the first letter. We use a predictive dialer called Smart Dial© to facilitate the collection process. In addition to manual calls by the account representative assigned to work the account, we would draw off campaigns to the dialer to supplement our activities. Finally, RPM's predictive dialer can be set in out bound mode to automatically send messages to debtors to contact our office. When creating an outsource for any particular client, RPM may use any or all of a combination of letters, account representative generated telephone calls, dialer calls and automated telephonic reminders.
Pre-Collection Services- Similar to the Self-Pay Outsource Program, our Pre-Collection Program is custom designed to meet the needs of our clients. The accounts are worked in the name of the client with correspondence going out in the name of the client as well. We work the accounts as an extended business office. The Pre-Collection program provides a predetermined series of work events at a flat fee per account. The client can determine the number of calls and letters they wish to go out on their accounts over what period of time. This provides maximum flexibility for providers that would be a very customer service oriented pre-collection process prior to sending accounts out to an agency for bad debt collection.
Primary Bad Debt Collection Services
Our Bad Debt Collection Services provides a comprehensive and professional collection effort for self-pay accounts. Accounts move through our system in a very efficient and automated way. We will first attempt to obtain payment on the account in full. If that is not possible, we will request that half of the balance be paid with the remaining half paid in monthly installments over a six-month period. We will continue to work with the debtor in this way to facilitate payment of the account. We accept check by phone and all of the major credit cards. We will also encourage the debtor to obtain outside financing to pay the debt in full. We have a number of tools that we use for obtaining new addresses, credit information and skip tracing. Some are Internet based using national databases for obtaining updated information including credit scores.
If a debtor is unwilling to pay make satisfactory arrangements for paying off the debt, the account will be evaluated for potential suit. We have an affiliated law firm that provides legal and litigation services for both RPM and our clients. No account will be sent for litigation without express written authorization from our client.
Second Placement Bad Debt Collections
For providers that are contractually obligated to utilize another vendor for primary bad debt placements, we offer second placement bad debt collection services. We are able to collect a significant amount of money on accounts that have been closed back from other agencies.
Medicare Bad Debt Collections
Designed to meet the collection standards established by The Center for Medicare & Medicaid Services while also ensuring limited patient concerns. All letters and telephone collection activity is geared to handle Medicare patients in a manner sensitive to the patients' needs. Accounts referred to the Medicare program are processed separate from our normal collection programs, enabling RPM to provide separate reports of our activities on these accounts. These reports are useful to providers and Medicare auditors in determining bad debt allowances.
Self-Pay Legal Services
Our associated law firm, The Grabowski Law Center has twenty years of experience in self-pay litigation. Our experienced attorneys are knowledgeable in the Fair Debt Collection Practices Act (FDCPA) and every aspect of collection law. They are licensed to practice in several states and are familiar with the applicable regulations in those states.
Self-Pay A/R Project Work
We have a great deal of experience in working A/R clean up projects that have a self-pay component. Often the need for a project such as this would arise from a system conversion, purchase or sale of a facility or backlog situation caused by lack of staffing. We work with our clients to determine the appropriate type of collection effort. The age of the accounts and the type of collection effort previously expended on the accounts will help to determine whether a soft touch pre-collection or bad debt collection approach would be warranted. We will modify our efforts accordingly and work with our client to select the best letters and have the ability to create cash posting and lockbox procedures if necessary.
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