Middle Park Medical Center transitions to new billing company
March 26, 2015
Middle Park Medical Center (MPMC) has begun the transition process from its previous billing company, Healthcare Resource Group, to First Party Receivables Solutions after listening to the residents.
"When I started as CEO, I went out to the community, our board, and to our employees and I listened," said David Ross, MPMC CEO. "Time and time again, the biggest complaint revolved around our billing process. So we listened and we acted."
The transition for patients will begin in the near future with billing statements sent from FPRS that will also contain MPMC literature such as a "Patient Education" letter.
"Our goal is to bring a better understanding of the billing process and provide more detailed information than ever before," said MPMC CFO Brendan Gale. "We want to make sure that our patients have an opportunity to speak with a live person that is familiar with their account and not just a number."
There will be 15 to 20 dedicated employees available to assist MPMC patients with the new partnership. Patients who spoke with one employee will also have the ability to be transferred back to them in order to reduce having to explain situations multiple times.
Patients will also have the ability to make payments through an online payment portal. There will be a link on the MPMC website that will re-direct patients to the FPRS online payment section, or it can be found directly on their site. A patient "follow-up cycle" will also be implemented to remind patients of any portion of the bill that may be left to process.
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MPMC is also transitioning the commercial side of the billing process, such as commercial insurances, Medicaid and Medicare, to Resolution out of Louisville.
"The partnership with Resolution is essential in order to provide even more accurate billing procedures, along with financial infrastructure changes that will be highly beneficial to MPMC," Gale said. "We are excited to move forward and work with a company that is a revenue cycle expert in the rural healthcare industry."
All patients will need to present their insurance card at every visit to a MPMC facility, even if they have visited previously. This industry-standard procedure is being implemented at all locations to make sure that insurance is up-to-date and accurate, and to reduce any additional information gathering if coverage has lapsed. MPMC also asks that patients arrive 10-15 minutes ahead of their scheduled clinic appointment to provide this information and to allow staff the time to verify it with insurance companies.
"Overall, we're continuing to make enormous efforts to provide our community with even greater quality care and patient satisfaction," Ross said.