Healthcare Industry Services
Debt Collections & Litigation
- Voice and data specialists supporting your third party collection efforts.
- Asset research team for litigation investigation
Inbound Customer Service
- Employ key customer service agents
- Scalable capacity planning
ACD/IVR Dialing Technology
- Automatic Call Distribution technology for rules-based call routing
- Integrated Voice Response functionality allows intelligent routing
Legal Settlement
- Regulatory landscape intelligence
- Distributed >$7M since 2013
Data Breach Assistance
- Scalable contact center based on requirement
- Communication capabilities in 100 languages
Underpayments
- Compliance audits and nurse review helps ensure accurate billing
- Revenue integrity
Case Study - Ambulatory Client
Reducing Cost & Improving Returns
Challenges
Client needed insurance billing expertise, including eligibility checks:
- Client received incomplete/inaccurate insurance information and consequently faced rejections
- Consumers using the service were unresponsive to the information requested by client
Solution
- Offered competitive pricing using experienced and knowledgeable workers for eligibility verification, insurance billing and collections services
- Identified flow of accounts and separated accounts which required consumer involvement
- Offered print and mail services for billing
- Address and phone enrichments to maximize right party contacts at different stages
Benefits
- Began servicing a single geographical territory in 2004 expanding to all of US
- Ensured regular monthly feedback and reviews to identify opportunity areas for faster recovery
- Revamped pricing structure to offer higher discount on early placed segmented inventory
- Offered medical coding expertise to optimize billing returns
- Recovered $22M in 2015
Case Study – Physician Group
End-to-End Solutions
Challenges
Client required medical transcription, eligibility and billing expertise services:
- Client received incomplete/inaccurate insurance information leading to loss of information and reduced ability to reach consumers
- Gap in account working and delay in returns caused financial stress
- Needed an agency capable of handling large national monthly volumes
Solution
- Offered medical transcription services
- Offered medical coding expertise
- Provided access to expert insurance billers
- Provided address & phone enrichments to maximize right party contacts
- Scoring & segmentation based modeling
Benefits
- Providing end-to-end solutions since 2008 with continuous enhancements
- Revenue growth & cost reduction through operational improvements
- Enhanced customer care and faster returns
- Placement increase by 38% since Jan 2015
- $1.2B serviced in 2015
- $20M recovered in 2015
Case Study – Late Stage Medical Collections
Maximizing Returns on Investments
Challenges
Client needed expertise in healthcare consumer late stage collections:
- Needed faster recovery on investments
- Needed an agency capable of handling large national monthly volumes
Solution
- Provided highly skilled and talented resources with years of experience in healthcare debt collections
- Partnered with the client as a minority business entity
- Worked with client on lettering (print and mail) and segmentation strategies to enable faster returns on client investments
Benefits
- Built a strong partnership since 2011 though continuous monthly strategic and statistical reviews with client
- Maintained Best In Class results for all of 2015 in a market of 5 competitors
- Offered competitive pricing solutions by using offshore medical collections expertise in one of our worldwide centers while ensuring top ranked performance
- $418M placed in 2015
- $2.5M recovered in 2015
