Process Map of Collection Procedures for your Facility Self-Pay Accounts Based on the average caseloads per account representative (monitored daily by management for workload effectiveness and adjusted whenever necessary), additional staff can be added as needed based on your facility’s monthly placement volume (by financial class) in those same proportions. Account Receivable Management Works Standards Strategy proposed for your facility accounts is as follows:
Upon placement, each account is processed through our data center on the day it is received. Within 24 hours, all electronically placed accounts are loaded into our system. Manual place accounts are loaded within 48 to 72 hours based on volume. Once accounts are loaded into our system, they are processed overnight, and simultaneously the first notice sent to the debtor (which includes the required “Mini-Miranda" for collection accounts) is generated. This first notice to the debtor will be sent to the address located in the address status field on the Transfer of Accounts tape, and the debtor’s information file will be generated and processed into the designated collector's queue as a "new account”. The first letter notice will include notification to the debtor that the account has been placed with Accounts Receivable Management, Inc. a collection agency for collection. Additionally, it will state that we are trying to assist them in resolving their account, and requesting information regarding prior payment or arrangements.
The Acknowledgment of Accounts received from your facility is also generated at this time. Initial skip tracing activities are conducted wherever necessary. After the account is assigned to a collector, it will be worked within five (5) working days of placement (per federal law).
Any information in our system from other sources regarding your debtor will automatically be "consolidated" to your debtor’s account. This is our built-in skip-tracing tool that dramatically shortens the collection cycle by immediately locating pertinent information on what would often otherwise have been skip accounts.
By day five (5), all new accounts are scheduled for immediate telephone contact through our system. Telephone attempts will be made at alternate times, during business hours and non-business hours (within FDCPA guidelines). All accounts will be assigned to a collector (dedicated to your facility) who is responsible for the accounts until a final disposition is determined (recovery, insurance billed, paid in full, account closed, payment arrangements, bankruptcy, etc). Subsequent telephone calls will be made, intensifying the effort to develop telephone contact with your debtor in accordance with applicable Federal and State laws.
Once accounts are placed, we follow a systematic and thorough procedure to insure all accounts, no matter the balance, are given the attention needed to effect collection.
This initial telephone effort serves three purposes:
Establishes two-way communication emphasizing the importance of the matter
Identifies potential valid reason for non-payment
Classifies the account for payment
On all initial telephone contacts, the account representatives also ask questions and listens. If it is determined that the account is a self-pay, our focus is to motivate “payment-in-full". When "payment in full” is not possible, attempts are made to work out an appropriate payment schedule. For the debtors’ convenience, we accept Visa, MasterCard, American Express, Discover Card, Bank Debit Cards, and Pay Master Direct Checks. Settlements are not accepted without specific authorization or prior limits declared from your facility.
The accounts are automatically categorized into seven main processing types and our Medical Collection Staff initiates the telephone follow-up effort.
These categories are:
Collectors are presented with an automated work map, which controls the number of accounts to be worked for each individual category. All collectors are trained to work accounts at the most appropriate times of day and week (i.e. accounts with work phones and third-party pay are called primarily during the daytime hours, home phones only are called primarily in the evening.) When a promise is received on an account, various codes are entered that requires a promised amount and due date. The accounts will not be presented to them again unless the patient/guarantor does not pay by the due date; when this date has passed the accounts will "pop-up" as a Broken Promise Follow-ups for immediate attention. To increase the likelihood of contact, Broken Promises are followed-up at the same time of the day that the original promise.
In Accounts Receivable Management we skip trace the accounts that have moved or changed telephone numbers. Accounts with no telephone numbers are first sent a series of letters, then are electronically matched to a national telephone search directory and sent to our skip tracer for more detailed follow up in the "Skip Tracing" section.