KREMMLING - Middle Park Medical Center has contracted with Healthcare Resource Group out of Spokane Valley, Wash., to provide revenue cycle services including billing, collection, resolution and patient accounting.
The goal is to improve the billing process and ultimately provide the patient with an accurate bill at the time of service, as opposed to 30-45 days after the medical visit.
MPMC Patient Financial Representatives will re-focus their efforts to interacting with patients on the front end during check-in.
"This will provide better, more personal customer service and improve registration information accuracy, an important factor in producing an accurate bill," according to MPMC CEO Cole White.
MPMC Patient Financial Representatives will be able to update patient information on the spot, check for any updates to the patient insurance plans, contact insurance companies, pre-qualify, provide insurance coverage estimates, collect co-pays, accept payments or help patients apply for charity care, CICP, other charitable programs or arrange payment plans.
Patients with billing questions will be able to contact the Healthcare Resource Group Monday - Thursday from 7 a.m. - 7 p.m., Fridays from 7 a.m. - 5 p.m. and Saturdays 10 a.m. - 2 p.m. Hospital officials say patients still call the hospital directly if they wish to speak to a local patient financial representative, but all payment plans and bill processing will be handled by Healthcare Resource Group. Calls will be made by Healthcare Resource Group to patients Monday - Thursday 9:15 a.m. - 9 p.m., Fridays 9:15 a.m. - 5 p.m. and Saturdays 10 a.m. - 2 p.m.
When contacting patients, Healthcare Resource specialists will identify themselves and explain where they are calling from. "There will be no attempts by HRG to represent themselves as hospital employees calling from Grand County," said Cole White, CEO. "We will hold HRG accountable for providing exceptional customer service because they represent us. We are confident they share our respect for all of our patients."
Healthcare Resource's medical billing software allows specialists to provide the patient with accurate and timely information about their bill. Also, they are staffed so that when one billing specialist is on vacation or sick leave there is another qualified specialist to answer inquiries. Healthcare Resource was chosen because of their successful track record and understanding of small rural facilities and also because their values closely align with those of MPMC.
Hospital district board members, medical staff and administration have researched Healthcare Resources thoroughly, according to White, and are confident that contracting with them is a positive step toward the goal of providing an accurate bill at the time of service.