Many health systems are experiencing increases in the number of self-pay after insurance accounts. HBCS optimizes residual self-pay collections utilizing skilled customer service representatives, initiating insurance verification and calling patients following their service. Patients can call or visit online to make payments without directly contacting a representative.
HBCS integrates high performing technology into a self-pay A/R follow up strategy optimizing cash collections and patient satisfaction. Through technology, accounts are scrubbed, stratified, prioritized, queued, and contacted. Patient statement design, language services, and payment plan options are technology-based. Our customer service representatives use training and technology that adapt to different patient styles, to increase patient satisfaction.
Professional, trained HBCS specialists process your accounts, collect required documentation, properly classify accounts for accurate financial assistance posting, and archive documentation for secure and compliant backup. We provide comprehensive reporting of accounts referred and processed through your financial assistance program to help you document community benefit and facilitate full reporting for certification and recordkeeping.
HBCS maintains a rich database developed through our vast experience driving end-to-end patient balance solutions for providers and physician organizations nationwide. Our proprietary propensity to pay model incorporates non-credit based demographic scoring with our historical analytics to deliver our successful A/R liquidation program. Our best practice solutions are driven by an account workflow utilizing ongoing analytics and workforce management, in conjunction with hospital and physician-customized needs, to create a positive patient experience.
Upon placement, uninsured accounts are screened for Medicaid and/or Commercial Payer eligibility, and validated to verify that dates of service and service types meet coverage requirements. Our operational support team updates insurance information into the patient accounting systems, verifies accurate billing, and continues follow-through for expected reimbursement.
HBCS’ multi-channel contact center architecture utilizes an innovative and proprietary platform distributed across a Cisco unified contact center enterprise framework. Our applications enhance patient connectivity through integrated payment engines, skill based precision call routing, and mobile communications. Our payment engine deploys real-time transactions and automatic recurring payment subscriptions throughout HBCS’ Customer Voice Portal (CVP) and Online Self-Service Payment Portal solutions. This portal features a responsive design configured to desktop, tablet and mobile accessibility. The multi-channel patient accessibility and outreach extends to e-mail communication, text-based notifications, and on-demand chat.
We ensure compliance with 501(r) regulations throughout our workflow solutions. Operating as a true extended business office, we regularly update policies and procedures to ensure we remain consistently aligned and engaged with our revenue cycle partners. HBCS monitors all areas of patient communications to maintain 501(r) requirements, including;