Quality DME was writing off a lot of patient A/R because they did not have complete Patient Pay Billing and Collection system. Their staff was responsible for printing and mailing statements but did not have time to make collection calls. So, they used the outside collection company. Without an integration with their collection company, it was challenging to track the payments the collection company received.
Like many providers, CareLinc was using a service that had a “send it and forget it” philosophy when it came to patient pay balances. At day 150, it evaluated the accounts to determine which should be called.
Upstate HomeCare used to do collection activities in-house including printing, mailing, account reviews and collection calls. We were consistent with monthly mailings but struggled with follow-up and calls. Patients often needed a gentle reminder to pay.
Gundersen Palmer performed the billing functions in-house, sending the traditional one statement per month to elicit patient payments. Monthly billing was a problem because we didn’t have enough staff to get invoices and notices out on time.
Keene Medical’s billing and collection process wasn’t broken per se, but it was very labor intensive. Once the past due balances were turned over to the collection agency, the amount it collected was minimal (around 3%).
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