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An overview of a best in class early out program for hospital self-pay accounts
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Self-Pay Early Out CollectionsOutsourcing Accounts Receivable (EBO)
Proprietary and ConfidentialThis information is not to be copied or otherwise utilized without the written consent of UCB, Inc.June 16, 2011
Page 2
UCB Overview
UCB founded in 1959 - Toledo, Ohio
Over 900 associates in 6 call centers
Over 50 years serving Healthcare clientele
Privately held corporation
Active participants & supporters of:
Breakthrough Strategies
UCB, Inc.
Leading Revenue Cycle Solutions
Ser
vice
s
Revenue Cycle Leading Practice Solutions
Eligibility Assistance
Early Out Outsourcing
Denials Follow Up
Call Center Outsourcing
Self Pay Scoring and Modeling
Bad Debt
Revenue Cycle SolutionsBreakthrough Strategies
Page 3
Page 4
Our PrinciplesBreakthrough Strategies
Accountability
Reliability
Compassion
Innovative
Inspired Learning
Loyalty
We are accountable for everything we do
We follow through on promises
We have compassion for the patients we interact with
We are committed to our clients and the patients they serve
We pursue continuous improvement
We invest in our people, our most important asset
Our ApproachAbove and Beyond the Call
Teamwork
Passion
Page 5
Achievement
Committed #1 Performer
Page 6
Long Term PartnershipsBreakthrough Strategies
Page 7
Client CommentsAbove and Beyond the Call
“UCB has been a great partner and a “true” leader in the industry in several areas of support in Cleveland Clinics Revenue Cycle Management. Their professionalism and timely actions to sustain our demanding environment has been impeccable.“ Mr. Lyman Sornberger
Executive Director of Patient Financial ServicesCleveland Clinic
“I was one of UCB's first Michigan clients over 15 years ago so when I came to Maryland I didn't hesitate to partner with them again.” Ms. Judy Selvage
Corporate Director Patient Financial Services Dimensions Health
Page 8
Self-Pay Program OverviewBreakthrough Strategies
Experience
Team
Adaptibility
Process
Providing self-pay early out programs since 1994
100% dedicated team assigned to University of New Mexico Hospitals – English/Spanish communication
Customized approach - knowledgeable of Siemens Invision, IDX, and Mosaiq platforms
Intelligent systems produce leading practice results
Page 9
Collection Strategy
Assignment of Inventory
Dialer and messaging utilized for maximum result
Patient Friendly Written Communications
Highest quality full color letters elicit best response
Patient Contact
Account Representatives seek resolution in a courteous and professional manner
Final Pre-Collect Contact
Final notice sent from UCB/MQC Collections, a third party collection agency Does not impact patient’s credit
Breakthrough Strategies
Page 10
Intelligent Self-Pay SegmentationBreakthrough Strategies
Confidential
iSolutions IQ PlatformiSolutions IQ Platform
Patient data delivered in batch, or real time
Segmentation analysis performed utilizing a four step validation process
Household income and dependant estimation evaluated for charity determination
Accounts are prioritized by charity designation and propensity of payment catagories
Automatically calculates sliding scale and financial assistance discounts
Patient data delivered in batch, or real time
Segmentation analysis performed utilizing a four step validation process
Household income and dependant estimation evaluated for charity determination
Accounts are prioritized by charity designation and propensity of payment catagories
Automatically calculates sliding scale and financial assistance discounts
OrIntegration Real Time HL7
Batch Placement Secure FTP
iSolutions IQInformatics
Platform
CreditReport
Zip+4Census
Demographics15 Million Accounts
Patient Accounting System
Med. AbilityPropensity
High AbilityPropensity
Charity Validation
Unlikely AbilityPropensity
Low AbilityPropensity
Needs More Data
Analysis
Income Estimator
Estimate Dependants
Maximum PaymentEstimate
Page 11
Analytics Driven WorkflowsBreakthrough Strategies
Qualify & Process
Maximum Resources
Modified Work Flow
Accelerate to Bad debt
Skip Trace & Process
Confidential
Page 12
Results By SegmentBreakthrough Strategies
Confidential
Page 13
Quality Monitoring & Recording
Total quality with every patient contact
On-going auditing
Quality control checks
Analysis of inbound service levels
Internal compliance control audits
Telephone monitoring & recording
Complaint tracking & resolution
Breakthrough Strategies
iSolutionsAnalysis
BAI % Collected% Total of PPI Assigned
Status $ Assigned % of Total # Assigned % of Total $ Collected Collected $CHARITY 368,615$ 39.6% 2064 32.6% 1,751$ 1.0% 0.5%BD 113,503$ 12.2% 717 11.3% 2,244$ 1.3% 2.0%HIGH 179,418$ 19.3% 1381 21.8% 96,779$ 55.0% 53.9%LOW 14,617$ 1.6% 117 1.8% 1,686$ 1.0% 11.5%MEDIUM 48,267$ 5.2% 419 6.6% 12,915$ 7.3% 26.8%NO VALUE 205,720$ 22.1% 1634 25.8% 60,550$ 34.4% 29.4%TOTAL 930,140$ 100.0% 6332 100.0% 175,925$ 100.0% 18.9%
SPStatusCHARITY 1,250,818$ 47.3% 2127 40.9% 577$ 0.4% 0.0%BD 463,993$ 17.5% 958 18.4% 3,507$ 2.6% 0.8%HIGH 213,826$ 8.1% 503 9.7% 65,862$ 48.9% 30.8%LOW 67,120$ 2.5% 121 2.3% 938$ 0.7% 1.4%MEDIUM 93,448$ 3.5% 199 3.8% 7,916$ 5.9% 8.5%NO VALUE 555,972$ 21.0% 1294 24.9% 55,826$ 41.5% 10.0%TOTAL 2,645,177$ 100.0% 5202 100.0% 134,626$ 100.0% 5.1%
CombinedStatusCHARITY 1,619,433$ 45.3% 4191 36.3% 2,328$ 0.7% 0.1%BD 577,496$ 16.2% 1675 14.5% 5,751$ 1.9% 1.0%HIGH 393,244$ 11.0% 1884 16.3% 162,641$ 52.4% 41.4%LOW 81,737$ 2.3% 238 2.1% 2,624$ 0.8% 3.2%MEDIUM 141,715$ 4.0% 618 5.4% 20,831$ 6.7% 14.7%NO VALUE 761,692$ 21.3% 2928 25.4% 116,376$ 37.5% 15.3%TOTAL 3,575,317$ 100.0% 11534 100.0% 310,551$ 100.0% 8.7%
Page 14
Accurate Reporting
Complete month end Inventory reconciliation Complete listing of all open accounts
Acknowledgement report Confirms assignment of accounts
Cancel and return Listing of accounts closed
Breakthrough Strategies
CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,460 1,148 1,168 1,167 1,145 860 1,087 1,117 1,017 823 724 796OUTBOUND 16,185 10,580 12,706 13,578 9,507 11,250 11,179 16,094 15,050 12,114 6,598 8,142CONTACTS 5,240 3,001 4,298 4,112 3,650 3,198 3,394 4,440 4,841 5,618 3,622 4,565% OF CONTACTS 32.4% 28.4% 33.8% 30.3% 38.4% 28.4% 30.4% 27.6% 32.2% 46.4% 54.9% 56.1%
CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,037 1,026 1,037 889 727 733OUTBOUND 9,086 9,535 11,367 10,590 10,146 9,535CONTACTS 5,088 5,439 7,343 7,245 6,677 6,501% OF CONTACTS 56.0% 57.0% 64.6% 68.4% 65.8% 68.2%
GENERAL HOSPITAL - EARLY OUT PROGRAM
CUYAHOGA FALLS GENERAL HOSPITAL - EARLY OUT PROGRAMPHONE ACTIVITY REPORT BY MONTH
CALENDAR YEAR 2009
PHONE ACTIVITY REPORT BY MONTHCALENDAR YEAR 2008
0
5,000
10,000
15,000
20,000
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
INBOUND OUTBOUND CONTACTS
02,0004,0006,0008,000
10,00012,000
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
INBOUND OUTBOUND CONTACTS
Performance report Detailing placement and
performance
Age analysis
Real time web access
Page 15
Hiring and Staffing
Hire only “cream of the crop”
Verifiable record of personal excellence and integrity
Hiring considerations:
Application Screening
NCC Technologies personality profile assessment
Employment and background checks
Drug testing
Breakthrough Strategies
Page 16
Relevant Training
UCB’s Learning Institute of Excellence
American Society for Training & Development’s (ASTD) methodology and principals
Utilize Bridgefront web based learning
Programs are extensive and involve three (3) phases of intensive instruction Assessment, baseline, on-going training
Customized client specific training
Breakthrough Strategies
Page 17
Controls and Protection
Client satisfaction is a continuous major driving factor
Code of Conduct - Highest professional standards and within the guidelines of the FDCPA and all other federal, state and local laws
Compliance with HIPAA, Local, State and Federal Laws - Complying with all regulations is a condition of employment
Zero Tolerance Rule - UCB collectors must adhere to all policies and procedures
Financial Procedures - Accurate & secure financial controls
Above and Beyond the Call
Page 18
Peace of Mind Security
ISO 27002 11 Domain Criteria Certified
Asset Management
Data Handling, Encryption standards, and compliance policies and audits for information and data transfers
Physical Security
Proximity access control system for all sites with 24/7 Security monitoring
Security protected information systems
CISCO Firewall, Encryption-SSL technologies, dual-layered security
Virus protection systems, Internet filtering security
Fully redundant System Guaranteed Availability
Disaster planning – business continuity
Sunguard Availability Services
Breakthrough Strategies
Page 19
Performance Technology
Collection System Technology
License to develop from the source code On-going customization of the CUBS software for early out use
Dialer Technology
400 dialer seats Inbound, outbound and blended modes Outbound automated messaging campaigns Applications fully integrated with UCB/CUBS collection system
Recording Technology
Fully integrated into telephony systems Advanced searching capability
Breakthrough Strategies
Page 20
Dedicated Client TeamBreakthrough Strategies
Customer Service Direct Contact
Executive Operational Manager
Executive Relationship Manager
IT Contact
Account Manager
Implementation Project Manager
Reliable Implementation
Proposal Acceptance
Go Live
PlaceholderPlaceholder
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Requirements Documentation
Connectivity Design Quality
Review Status
Page 21
Page 22
Sustaining Advantages
Passionate dedicated team
Intelligent self-pay account management
Reliable delivery on promises
Accountable security safeguards
Patient #1 approach
Maximum financial returns
Breakthrough Strategies
Page 23
Thank YouBreakthrough Strategies