Frequently Asked Questions

Why do you talk about the Patient Experience so much?
We focus entirely on the Patient Experience. Our mission is to prevent patient default, saving a patient the stigma of debt collection placement and preserving the relationship you have worked so hard to establish. Let us partner with you to ensure patient satisfaction and professional care continues seamlessly from point of service to final account resolution. An increasing number of healthcare providers’ executive teams and boards, identify Patient Experience, as the top priority.

How does your team impact the Patient Experience?
Our caring, professional service pleases our clients’ patients. Because we transparently represent our clients, this 5-star service creates a world-class, seamless patient experience.

What part of the billing cycle do you manage?
Our sole focus is managing all self-pay account requirements. Our team engages with your patient and handles all account inquiries, payment arrangements and financial assistance questions. Your billing team is freed up to focus on patient care and insurance billing , which is the bulk of your Revenue.

Can we use our current dunning cycle or would we need to use yours?
We can utilize your existing statement cycle, or customize our letters with client branding and track dunning through our system, or it can be a combination of both methods.  

How do you handle cash/mailed in payments?
Your patient mail-in remittances may be directed to your existing lockbox, or our team can post payments mailed to ours. Payments that are deposited into a Trust account on your behalf, remitting ACH payments to you weekly.

How does your self-pay services improve cash flow?
Our 24/7/365 payment options make it easy for patients to pay their self-pay balances. Including multiple outbound patient contacts with a live local agent, email notices, text messages and ring-less voicemails. Most importanly, self-pay balances being our sole focus, you can expect improved cash flow.

How does your self-pay services help with staffing challenges?
One of the most challenging issues facing healthcare providers today is staffing. Not only do our solutions lighten the load for your billing team, our professional contact center, based solely in Ohio, can provide much-needed patient phone support with empathetic, Midwestern voices. Our representatives are truly the all-stars here. Often answering questions that are well out of their scope, or job descriptions.

How can your Self-pay services help us grow?
Improved cash flow and stronger patient retention increase revenues, which enables your facility to grow. The more services your facility can offer, the more revenue it can generate. With AR Billing Services professionally managing your self-pay inventory, you’ll have the confidence to expand your services, knowing your patients are receiving excellent care.

What tools are included in your Early Out and Pre+Collect Plus solutions?
Outbound call campaigns, 24/7/365 payment options by phone and online. AI payment arrangement technology (based on your policies), ringless voicemail, email, text and traditional reminders, customized reporting, client web access and more. Our clients love all the tools available through our Day 1 Early Out and Day 60-90 Pre+Collect Plus solutions. Tools that save our clients thousands, if not 10s of thousands in operational, security and compliance cost.

What do your Self-Pay services cost?
Our pricing can vary, all negotiable, highly dependent on the tools you select and the volume of accounts we can anticipate being placed. Our one-time, flat rate for new self-pay balances can range between $.65 to $1.95 per visit. You'll find agencies that charge up to $30 or more for account placements (making sure they make some profit) and will be hard pressed to find a self-pay billing agency that does placements for less. We shouldn't be making money off account placements; account recovery and patient care is our focus. What do those two guys always say on TV, if you don't make money, we don't make money.

With rising postal fees, even for electronic delivery methods like email and text, our placement fee, wouldn't cover, or would barely cover the fee for one mailed letter. First time placements are generally large and negotiable, even at our already low placement fee. Our performance-based recovery rate ranges between 6% and 15%. These ranges are based on long-term averages, and are by no means set rates, we've had clients with lower and higher rates. Let's figure out pricing that's fare, competitive, honest and one that fits your long-term financial goals. 

Inflation
While pricing and operational fees have gone up everywhere, in every industry, during this inflationary period, our negotiating fees have remained the same and not a single one of our client's saw a rate increase. 

Other Agencies
You'll also discover in your search, or perhaps the unfortunate hard way, other self-pay billing agencies have financial ties or close partnership with a collection agency. The company that says we can do both, which initially, may sound beneficial. Offering you dazzling lower rates on the front end (but only if you sign on for both), while costing you massively on the back end 30-40%. Giving them no incentive to make recovery efforts at the lower self-pay rates. We also find and have experience with agencies that claim 'they do it all' the one stop shop (Insurance, Self-pay and Collections).  With the large payouts in insurance billing and the high collection rates on the back end, your self-pay balances almost always get lost in the mix, or it gets the least amount of attention and resources. Where for us, this is our only focus.

Are they?
Ask yourself this, is my self-pay agency making every effort, every attempt possible, with compassionate caring phone calls, informative customized letters, emails, text messages, ringless voicemails and beyond? Or, are they doing just enough to make it look good? Call us now!

What fees do you charge on a regular or per-use basis?
Depending on project requirements, we can process credit card payments through our merchant ID or our client's. When other payment options unique to our platform are more convenient for the patient, a small credit card processing surcharge will be passed along to our clients. We save our clients significantly in credit card and banking fees, based on volumes, and our relationships with local partners.

Placements
For the initial transfer of all self-pay receivable accounts during onboarding, there is a negotiable one-time placement fee, based on volume and project needs. Based on historical averages, the more the volume the lower the fee, but again, this is all negotiable.

Additional fees and free servcies
Every month, if payments are being directed through our payment tools, there is a flat $250 fee to maintain our clients’ customized payment portal and phone automated payment system (IVR). At no additional cost, we also offer you patient's Guest payment portals, where they can make one-time web payments without logging in.

Any facility big or small, will find using our payment tools is significantly cutting operational, technology and compliance cost. Maintaining your own vendors, payment portals, IVR and administrators can cost facilities into the 10s of thousands, if not 100s of thousands per year. Fully PCI compliant, we can offer medical facilities payment services at a significantly reduced rate through our technology and vendor partnerships.

What does your onboarding process look like for new clients?
Typical onboarding timeframe ranges between 2 to 4 weeks, depending on Self-Pay AR volume, project needs, your EHR system, and coordination with other vendors.

A project manager and onboarding team is assigned until the entire onboarding process is complete.

What EHR systems can you support?
Our team has experience with multiple EHR systems including Epic, Meditech, NextGen, CPSI, Medent, Kareo, eClinicals, Vision, Advantix, Cerner, Affinity, Healthland and more.

How is AR Billing Services unique in the revenue cycle space?
Our singular expertise is managing self-pay receivables and the patient experience. While we answer plenty of questions about insurance and collections, and assist Patients with those type of inquires the best we can, we do not do insurance billing, and we do not do collections. AR Billing Services has no financial ties to an insurance or collection agency.

We do not report to credit bureaus; we do not litigate. Instead, we work with your patients to resolve their self-pay balances, answer questions and update information.

Our contact center is highly responsive, earning excellent reviews from our clients’ patients. 

We can work within your dunning cycle or create customized statements, that can be sent by a secure text message, email or traditionally by mail. Our statement vendor will scrub Patient addresses for accuracy, errors and updates.

Our billing team regularly creates customized reports for our clients as well as contributing to patient information updates and process improvements. Reports that can be integrated to your system to update account information and patient demographics. Removing any manual processes other agencies might pass along.

Because of the top-quality patient experience, our clients love working with us. Their patients are highly satisfied with our support.

Are there additional services that AR Billing Services offers?
We continue to add ah-hoc services and trusted partners who help us save our clients in several critical cost areas including but not limited to, recovery fees and overhead expenses.