Early Out Self Pay
Working as an extension of the hospital revenue cycle, systems and policies, we provide patient self-directed and assisted services to facilitate account resolution, create payment plans, and empower an optimum patient financial experience.
RSi’s best clients often initially engage us in conversation when frustrated with flat or declining collection performance from either an internal process or an existing vendor. Our self-pay and early-out services provide a comprehensive solution to address the complex self-service and assisted-service needs of your patients. Cutting-edge technologies provide user-friendly payment options for patients who desire an effective early-out experience. Efficient call centers are available to patients who wish to engage with highly trained staff to answer their questions and facilitate payment options, thus improving patient engagement/outreach experiences in a measurable way.
Each client engagement is unique based on the specific client environment and staffing needs. We can tailor our service delivery to supplement the work of existing staff, receive all calls or a variation thereof. Impact reports are also tailored to clients’ expectations.
Overall recovery rates on accounts placed is the standard measurement; However, patient satisfaction, call volume, speed to answer, hold time, and other account resolution metrics are available to all RSi clients.
We successfully reduced the average answer speed to under one minute while making up a $3 million deficit in an eight-month period. RSi now handles AR Follow-up, Patient Access, Scheduling, Early Out Self Pay, and Bad Debt for this client.
Differentiators
- Our team members are well-trained to excel in patient engagement and advocacy to take a thorough, educated, and empathetic approach with each patient to address all available means of resolution.
- We model “best in class” patient engagement to ensure accurate data collection, responsiveness, and quality assurance.
We bring an enhanced degree of tech to the table (Interactive Voice Response, Surveys, Self-Service, etc.), along with experienced human capital to provide personalized, integrated modes of communication to work your Early Out book of business. - We are staffed to scale with the ability to answer all inbound calls in a timely and productive manner, making contact thoroughly and systematically with the entire patient population. Further, we execute outbound calls to alert patients of their balance and help answer questions to resolve the balance due.
- We are not a partner. We strive to be your best employee.
Our Client Driven Objectives typically include
Collection Rate and Efficiency:
Setting a minimum collection rate of X% on self-pay accounts within the first 120 days of placement.
Response Time:
Respond to all inquiries and disputes from patients within 24 hours and resolve them within a stipulated time frame.
Patient/Customer Service and Satisfaction:
Maintain a customer satisfaction rate of at least 90%, as measured through post-call surveys.
Call Center Performance:
Achieve at least 90% of the target for the agreed-upon metrics, reported and measured 30 days post “go live.”
Reporting and Transparency:
RSi must provide comprehensive, accurate, and timely reports on all collection activities, performance metrics, and any issues encountered, on a weekly/monthly basis. Timeframe: Reported and evaluated in month one.
Workplan Compliance:
RSi must provide comprehensive reporting demonstrating compliance with the established workplan.
Timeframe: Reported and evaluated in month one.
Patient Complaint Volume:
RSi must provide comprehensive tracking of all patient complaints along with appropriate research and a validity rating. Timeframe: Reported and evaluated in month one.