Our standard process is to send an invoice immediately after the EOB posting, and then we will send statements monthly for 3-4 months depending on the clinic's preference. If we do not receive payment after the second invoice, we will attempt to contact the patient by phone. After the initial statement process, we will send three collection letters in addition to the statement over a period of 45 days to the patient informing them of the upcoming transfer of their account to a collection agency. We will attempt to contact the patient by phone one additional time before presenting the clinic with a "Collections or Write Off" request. The clinic then makes the decision of which accounts are forwarded to the collection agency and which are written off. If the provider requests the patient account be sent to collections, we will communicate with the collections agency to record the information in your EHR.

We send invoices and statements both electronically and by mail.

Generally, we will establish a protocol to perform the credit balance maintenance. We are able to perform this weekly, bi-weekly, semi-monthly, or monthly based on preference. In performing this procedure, we generate and thoroughly review a patient credit balance report and then send this to your accounting team for proper accounting and payment. Once the accounting team has confirmed payment, we will process the credit resolutions within your billing system.

We notify the provider in situations where benefits have maxed out. Generally, providers give us a preference that we follow. If the provider wants us to stop all billing activity and contact the patient, we will. If the provider would like us to bill the patient as cash-pay with a discount, we will perform this action. It all depends on what the approved process is.

We notify the provider and move forward based on their preference. This process is similar to the benefit max process.

We hold off on all invoices and statements to the patient until the secondary EOB has been received and fully worked. We generate and process the secondary claim immediately after posting the primary EOB.

Some companies have enabled web based platforms that we have access to and can upload the information directly. For others, we will print to PDF and send via fax to the company. We like to fax the documents to the companies that do not have a portal because our fax system sends us a confirmation page that we have been able to utilize in proving the company received the information. This has led to companies issuing payment even though the case was closed before the payment was made.

We will provide your team with access to our secure portal. Your team will scan and upload anything received by mail or fax to this portal for reconciliation. For checks without an EOB, we would have login access to view the EOB. We utilize the same steps that you do currently and would establish the best-fit scenario to quickly capture this data efficiently. There are many ways for us to capture this information, if we need to develop an additional method such as a courier service to make it easier, we will take it into consideration.

We have open communication with every clinic. We feel it is best to address questions at the time they are presented and welcome communication from providers at any time. We would provide your team with our Medical Billing email and phone number that goes to the entire department for prompt responses. We will also reach out to each provider anytime we have a question or need clarification.

We provide your office with our Medical Billing email and phone number for patient communication. Some clinics will create a web page or FAQ on their website leading patients to contact us for questions. We also add our information to all invoices and statements so patients know to contact us vs. your office for any billing questions. We highly encourage your staff to refer all patient billing questions to your medical billing department (our office) and either forward the call to us or provide the patient with our direct contact information.

Generally speaking, if we have a directive in writing from the provider, we will carry it through the process. If a provider requests something abnormal or against our general practices, we will reach out to the practice administrator for written approval before carrying on with the request. Many clinics provide us with a list of standing directives that we can carry on without continuous contact, for example: out of network adjustments, write-offs of low balances, etc. If there are case by case situations, the provider can contact us and we will document the process for our team.