People
We make every effort to hire the best people available - people with not only the interest and drive to work every day to obtain payment for your services, but with the intelligence to understand the 'big picture' of successful claims management along with the nitty-gritty details. Without a big picture level of understanding, the implications of forgetting, skipping or treating lightly one claims management detail or another are lost and optimum performance is not possible. We have high expectations of our staff, and not everyone we hire succeeds. But those that do are among the best in the business, and we value them highly.
Processes
Over the years HSI has developed a comprehensive menu of detailed, proven claims management processes that cover every claim type in virtually every conceivable situation. Each process is reduced to a specific workflow which is, in turn, embedded in a custom software application that supports staff in ensuring for each open claim in the AR that the right thing happens at the right time. Our processes focus heavily on the 'front end' - getting good, clean claims out to the right payers at the right addresses in the shortest time possible. Optimizing front end processes greatly enhances both the collection rate and the collection speed - our clients typically have received 80-90% of total expected revenue by the close of the second month following transport. Still, the majority of our staff work the back end, because that last 10-20% of revenue is substantial and is the toughest to collect, requiring a high level of effective human attention.
We understand that we represent you with your patients and insurers, and therefore our processes must be your processes. We invite you to review and sign off on the processes we recommend, and to work with us to modify any that do not fit with your business objectives.
Technology
HSI has developed a number of technologies to support our goal of collecting the most money in the shortest possible time:
- Claims management workflow support
(Revenue Performance Manager), - Real-time Performance Dashboards, and
- Sophisticated, comprehensive month-end and ad hoc analysis and Reporting tools (Analytics; One-Click-Close).
Revenue Performance Manager
Absolutely unique in our industry, Revenue Performance Manager (RPM) by HSI knows exactly what to do with each individual claim at any point in time and guides, prompts and alerts our staff to always do the right thing the right way at the right time. It also tracks staff performance and reports process deviations instantly to management. RPM does not replace commercial ambulance billing software, it works alongside them in real time to greatly enhance productivity, visibility and accountability. RPM is a virtual supervisor and ever-present coach. It goes beyond organizing daily workload according to staff-assigned call back dates and moving claims through a series of schedules. With RPM, every claim is worked according to priorities, action dates, and detailed action plans pre-determined by management not only for each payer type, but for each step in a claim’s life within and across billing schedules. RPM makes it impossible to ‘lose’ or ignore claims, or to stray from established practice, including timeliness, without immediately alerting management.
With RPM, managing large volumes of varied and complex claims is no longer a memory game doomed to inevitable lapses, errors and omissions. RPM is a game changer for anyone who wants to know their revenue is being managed in accordance with the best practices in the industry.
Performance Dashboard
Certain performance data, usually in the form of KPIs, are so important to the overall success of the billing and collections effort that management at all levels needs to monitor them daily, or even in real-time. From internal monitoring of staff productivity and adherence to policy, to partner-facing reporting of results, HSI Performance Dashboards take the concept of visibility and accountability to entirely new heights. By closely monitoring and managing our daily processes, we can ensure our partners enjoy the best possible results.
Reporting
HSI has invested substantial development resources in creating business intelligence, analytics, and reporting capabilities that are the richest, most comprehensive and detailed available. We go well beyond the flat reporting generally available to ambulance executives, such as number of transports, payer mix, charges and revenues. We create drag-and-drop measures commercial billing applications have no concept of, such as accurate forecasting of future cash collections, normalized collection rates that adjust for payer mix differences and how much you charge, and days in AR (DSO) any way you want to see it — by company, by base, by payer, trended over months or years.
Our data visualization tools support slicing and dicing your data almost any way you can think to do it — by primary payer; by day, month, quarter or year; by scene or interfacility; by sending or receiving hospital or county; by current billing schedule; by open or closed accounts; by patient age or transport reason; and many more. We can even plot your transports onto rich, configurable dynamic maps to reveal, for example, how your payer mix has changed over time across your service area. We can deliver our reports as static PDFs, or live and interactive, and they are fully exportable to Excel.
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Web-Based Demo
