Billing Benefits
- Optimize Office Productivity
- Reduce Days in Receivables
- Maximize Reimbursements
- Increase Cash Flow
- Guarantee Proper Payment
- Build Patient Relations
Billing Services FAQ
- Interacting with MedHelp
- Customer Service
- Our Practice Management System
- Understanding Your Specialty
- Accounts Receivable Follow-up Policy
Interacting with MedHelp
Will you have a dedicated staff working our account?
To start, all clients have full and immediate access to our billing manager and company principals. Our experience through the years, however, has shown that MedHelp is more effective for our clients if our entire staff is cross-trained on all accounts. This allows us the flexibility to make a non-issue out of a situation such as employee missed days, and allows your staff and patients to have their concerns, or questions addressed immediately. There is no waiting for the “right” person to get back to you, which means we can reconcile any issue in real time.
Can we interview and meet with your staff, not just the sales team and management?
We actually recommend this to all of our clients. We strongly believe in close interaction between our billers and your manager(s) and staff.
Is there a point of contact other than your sales person?
Yes, our sales person is just that, a sales person, you and your entire staff will have full and complete access to our billing staff, managers, and company principals.
Who will be entering charges?
You and your staff will enter all charges.
Who will be responsible for submitting secondaries?
It will be MedHelp’s responsibility to submit all claims and conduct the necessary follow-up in order to adjudicate a claim to its completion.
Is your staff trained in recognizing correspondence denials?
Yes, everyone in our company is crossed-trained in all aspects of the billing process.
- A/R follow-up
- Self-pay
- Correspondence
- Cash posting
What is your write-off policy and procedure?
We work with the client to establish a write-off policy. MedHelp does not believe in writing off a valid charge. If a medical procedure was completed, and subsequently billed within the allowed filing guidelines, we adjudicate that claim to completion.
When do you send accounts to collections?
Collection reports are sent out before the end of the month so as to allow statements to be run on the 1st Monday of the following month. A patient will receive 3 statements before they are eligible for collections.
Customer Service
How often do you meet with your clients?
We prefer to meet monthly during the first 6 months of all new start-ups, but we will tailor our schedule to meet the needs of the client.
Who will respond to my issues, and when?
You will have direct access to our managers and principals 24 hours a day, 7 days a week.
Is your staff bilingual?
We always have several bilingual employees on staff. In addition, when we receive a contract with a facility located in a large Spanish speaking area, we employ only bilingual staff to work that contract.
Will MedHelp complete a fee schedule analysis?
MedHelp will complete a fee schedule analysis within the first 90 days of all new start-ups. The same analysis will be completed by MedHelp annually. We review, then report all reimbursement trends to our clients so that their fee schedule can be adjusted accordingly.
Who will handle the credentialing of our physicians?
MedHelp has an established relationship with a trusted physician credentialing company. References will be made available upon request.
Can I receive customized reports to meet my specific needs?
Yes. We have report templates that will more than meet the needs of most clients, however if your practice needs or wants additional information not found on one of our reports we will gladly accommodate your request.
Our Practice Management System
What system will we be using?
We strongly request that you change to our practice management system, Protomed. We provide the system to your office free of charge. We will train your staff to be proficient on Protomed. If need be, MedHelp will work on your current system during the transition.
Does the system have an EMR (Electronic Medical Record) program?
Yes, it’s called Protochart, which is fully integrated with Protomed. This allows all procedures performed to be directly downloaded to Protomed, within Medicare guidelines.
Does the system include EMR, I.T. support, and customized reports?
IT support is free for the first 60 days. This includes, system set up, staff training, building custom reports, etc.
Whom do you use for your clearinghouse?
We go direct to Medicare, Blue Cross, and Medicaid; all others are cleared through Emdeon.
Understanding your specialty
Do you understand limited coverage guidelines?
Yes, limited coverage guidelines are for specialty groups such as Cardiology, Nuclear Medicine, Pathology, etc. They come into effect for procedures that Medicare allows only certain diagnosis for reimbursement.
Do you understand modifiers?
Modifiers are used to show why one procedure was done in conjunction with another. An example of this would be if a cardiac patient has two EKG’s done on the same day, a modifier would be required to get the second procedure paid.
What specialties has MedHelp billed for?
- Emergency Room
- Cardiology
- Nuclear Medicine
- Neurology
- Pathology
- Family Medicine
- Pediatrics
- General Surgery
- Behavioral Health
- Physical Therapy
- Ear, Nose and Throat
- Orthopedic Surgery
- Anesthesiology
A/R follow-up policy
Within how many days will follow-up begin?
Since the majority of our claims are billed electronically, we should receive either a payment or a denial from the primary insurance within 45 days. Subsequently, we begin our A/R follow-up at 60 days. MedHelp runs all A/R reports on a monthly basis, and all accounts are worked every 30 days until complete.
What is your average collection rate? How much of your primary insurance A/R moves past the 60 day bucket?
MedHelp averages 88.3% of collections within 90 days of service date. 17% of claims over 60 days are still under the primary insurance carrier.
What are your average A/R days for each client? Can you produce a sampling, since this should vary from client to client?
MedHelp’s A/R days range between 38 to 49 days. Yes, a sampling can be provided upon request.
Are your A/R days calculated by net or gross days?
MedHelp report its A/R days as gross. Net A/R would include write-offs, which would not be a true representation of your collections.
