Healthcare Managed Services Service Sheet
Optimize Your Revenue Cycle and Virtual Call Center Operations
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June 03, 2022
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Optimize your revenue cycle and virtual call center operations
Healthcare organizations currently are challenged by increased demands for care at the same time they are experiencing critical staffing shortages in revenue cycle services and back-office/call center services. FTI Consulting can become an extension of your revenue cycle and call center teams. We offer a flexible, supplemental staffing model which requires no long-term commitments, connects to your technology and is custom built to meet your needs.
Revenue Cycle Support
Reduce overall agings and reserves while increasing cash flow and AR resolution rates by leveraging our dedicated, skilled onshore workforce members who work real-time in your revenue cycle management (RCM) system. We deploy state-of-the-art revenue cycle workflow engines and advanced artificial intelligence to improve productivity, maintain quality and deliver outstanding results. To support your organization, our experts will provide a complimentary, deep-dive AR analysis together with best practice recommendations.
Call Center Support
Our approach involves providing a dedicated set of agents who will connect to your Automatic Call Distribution (ACD) and/or Interactive Voice Response (IVR) software and process both inbound and/or outbound calls by acting as an extension of your existing team. These agents will answer inbound calls or place outbound calls to improve overall answer rates which improve patient satisfaction. We can act as an excellent resource to mitigate employee attrition/turnover or call overflow — so your phones won’t ring without being answered.
Veteran Team
A team of revenue cycle and on-shore call experts to support your operations.
Optimized Workflow
All work is performed in real time with your revenue cycle management and telephony systems.
Issue Resolution
Utilize our trained agents to identify revenue cycle systemic issues and answer inbound calls, or place outbound calls.
Revenue Cycle Support
Improve collections and third-party Accounts Receivable (AR) resolution rates with our experienced revenue cycle resources and advanced technology.
Traditional Third-Party AR Remediation Activities
- One-time AR placement
- Ongoing AR placements
- Full back-office revenue cycle outsourcing
- Credit balance clean-ups
- Denials remediation and appeals (non-clinical)
- Denials remediation and appeals (clinical)
- Bill scrubber/failed claims remediation
Other Support Activities
- Inbound and outbound customer service call center
- COVID registration/pre-registration assistance
- Insurance verification
- Master Patient Index (MPI) clean-up
- Data entry and other repetitive tasks
AR Analytics
- AR analysis
- Untimely analysis
- 835 denials analysis
Call Center Support
Our flexible call center agent model requires no long-term commitments and is custom built to meet your needs and ACD/IVR system.
Scheduling and Authorization
- Non-clinical patient scheduling
- Re-scheduling missed appointments
- Non-clinical authorization assistance
- Patient pre-registration assistance
- Insurance verification assistance
Other Support Activities
- Outbound call campaigns
- Public relations surveys
- Call overflow assistance
- Text or chat assistance
- COVID registrations
- COVID hotline triage
- After hours phone coverage
Call Management
- Triage incoming call management
- “Level 1” related help-desk issues
- Revenue Cycle inbound call assistance
Contact Steve Lutfy for a complimentary AR analysis.
Related Insights
Related Information
Published
June 03, 2022
Key Contacts
Senior Managing Director
Senior Managing Director, Co-Leader of Healthcare Provider Practice
Lisa O'Connor, RN, B.S.N., M.S.
Senior Managing Director, Co-Leader of Healthcare Provider Practice