Table of Contents. Rehab Billing Solutions Medical Billing Systems For Physical Therapists 2

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2 Table of Contents Introduction... 4 Common Billing Mistakes Stealing Profits from Your Practice... 6 The Details Are What Separate Successful Practices from Failed Practices Data Entry Procedural Coding Errors Duplicate Billing Not Verifying a Patient s Insurance Prior to Procedure Authorization Failure to File Claims in Timely Manner Failure to Appeal Denied or Incorrect Claims Delayed Billing to Patients External Medical Billing Services Will Become the Rule Not the Exception What to Demand from Any External Medical Billing Service Verifiable Experience Billing in Your Area of Specialization References Dating Back AT LEAST Six Months or More Are Services and Software Compliant with Current HIPAA Regulations and Industry Standards? What Procedures/Protocols Are in Place to Ensure the Absolute Privacy of Patients and Their Information While Being Processed in Your System? Denial Rate State-of-the-Art Software and System Integration % Responsive Customer Service The Bottom Line RBS: Rehab Billing Solutions The RBS Difference Frequently Asked Questions What makes RBS so different from other billing companies? How is your fee determined? What software do you use and do I have to pay for it? Can RBS integrate with current software we are using now? How does the data move from my practice to RBS? How often and quickly do you file claims? Do you need information from my practice and how is it received?

3 8. How are claims submitted? How are payments received and where do the payments go? What is and do you use a claims editing software? How do I know you won't miss a claim? Will you work my Accounts Receivable? Who bills patients? Where does a patient call with questions about their statement? What kind of reports do you produce? Will you help with other areas of my practice?

4 Introduction Consistent and timely cash flow is absolutely critical to the success of any physical therapy practice or any business for that matter. Unfortunately, one of the biggest problems most medical professionals face when trying to run a successful practice is maintaining this consistent and timely cash flow. While the reasons may vary dramatically, here are the three biggest causes of low or inconsistent cash flow for medical practices that can doom even the most dedicated and talented professionals: 1. Simple but Costly Coding Errors: From simple data entry mistakes to incorrect labeling procedures, coding errors can delay or even jeopardize your cash flow, and for newer practices who may be struggling to build up clientele in the first place, these coding errors can spell disaster and sink an otherwise promising practice. 2. Studied to Help Patients, Not Bill Them: Let s face it: most physical therapists study for years to learn how to best help their patients, not the in s and out s of complicated coding systems or insurance billing requirements. With little to no practical training or experience in this vital component of running a successful practice, it s easy to understand why so many talented and dedicated physical therapists struggle to maintain consistent, timely cash flow. 3. Limited Resources: Especially during the first year or two of starting a new practice, it can be difficult to have the necessary resources to invest in specialized software and the highly-trained personnel necessary to avoid the billing errors that can devastate cash flow. With insurance companies and medical coding industry itself continuing to make the billing process more complex with each passing year, it can be very difficult for a new practice to keep pace and ensure timely processing of payments. Simply put: no matter how dedicated and talented you are, the overall success of your practice hinges upon your ability to maintain a consistent and timely cash flow. Unfortunately, the complexities of today s billing and coding systems make costly and timeconsuming errors all-but-impossible to avoid for newer practices. This is because the majority of newer practices often lack the resources (for advanced software suites and/or highly trained personnel who know and understand the complex medical billing system and insurance industry 4

5 requirements) or expertise necessary to avoid billing errors that can devastate cash flow. While many might assume that their practices cannot afford to outsource their billing service to another company, the purpose of this report is to illustrate just the opposite is true: Your Physical Therapy Practice Can Generate Considerably More Profits, Increase Efficiency, and Virtually Eliminate Billing Errors that Jeopardize Cash Flow by Hiring the Right Medical Billing Service! 5

6 Common Billing Mistakes Stealing Profits from Your Practice The Details Are What Separate Successful Practices from Failed Practices As you are well aware, the overhead involved in running your own physical therapy practice is intimidating: the cost of payroll, renting/leasing of space, equipment, marketing, Insurance, etc. it quickly adds up to $1,000 s each and every week! To make sure you can continue to meet overhead, grow your practice, and of course pay yourself enough to survive, you need to keep the cash flow consistent and timely. Otherwise, you could end up facing some very big problems in very short order. However, you don t run some restaurant, online business, or even a traditional brick-and-mortar business where all of your customers either pay on the spot with cash or credit cards. All or at least a significant portion of your cash is routed through insurance companies or possibly Medicare. What that means is that in order for your physical therapy practice to actually get paid you have to submit invoices via what is essentially the most complicated and extensive billing system in the world. To make matters worse, your invoices are reviewed by seasoned pros at insurance companies and government agencies who will delay payment over even the slightest of billing error, irregularity, or lapse in protocol. Just one simple data entry error can trigger a denial of payment that can easily take 1-2 weeks for you to identify, fix, resend, and receive payment. Yes, you will ultimately receive payment, but depending on the size of that claim, this one simple data entry error might endanger the next weeks payroll and this is no exaggeration for newer practices just starting to build their clientele and when every single invoice is critical. Unfortunately, data entry errors are by no means the biggest concern when it comes to ensuring your invoices to the insurance companies and Medicare are paid on time, but it s these little details that devastate your cash flow and endanger the success of your practice. So let s review some of the most common details that lead to billing errors that ultimately jeopardize your cash flow and the very success of any medical practice: 6

7 1. Data Entry That s right simple and completely avoidable data entry errors can call into question the legitimacy of claims and cause them to be red-flagged and likely rejected. Add it up, and missed or incorrect keystrokes can delay hundreds of payments and cost your practice thousands of dollars in just a few years. Unfortunately, data entry errors are very difficult to catch unless your practice has invested in expensive front-end claims-scrubbing software specifically designed to identify likely key error entries for review. Otherwise, the only way to cut down on these errors is to literally review every invoice again or conduct a thorough audit and develop internal procedures designed to identify data entry errors prior to submission. 2. Procedural Coding Errors Because there are a significant number of new procedures and advancements made in medicine each year, the medical billing process is constantly being modified as services are added and removed. Not only do the codes themselves change rapidly, but the very protocol for billing and coding procedures can also undergo significant modifications each year as well. This is why coding errors are common even when you have a highly-trained billing staff in place. In addition to investing in continuing education for your billing staff, one of the best ways to reduce coding errors is use a front-end scrubbing software platform. This software is designed to help your staff identify potential coding errors before they are submitted and thus significantly reduce the probability of delayed payments or cash flow problems. However, even with the software in place, there is no substitute for investing in the continuing education of the billing staff, because the investment more than pays for itself through improved efficiency and reduced errors. 7

8 3. Duplicate Billing By duplicate billing, we do not necessarily mean that a practice submits two identically coded bills for the very same procedure and client. Instead, we are referring to the more common form of duplicate billing where one specific service is keyed or coded in two different ways, generating two different bills for the exact same service. How can this possibly happen, especially if you have seasoned pros working for you? Although this is often caused by human error, it can also be caused by system stability issues. Conducting a thorough audit can help your team identify procedural gaps or flaws that lead to a duplicate billing issue. Ideally, you would also want to employ front-end scrubbing software designed to prevent duplicate billings as well, which, in conjunction with staff diligence, will help virtually eliminate this problem. 4. Not Verifying a Patient s Insurance Prior to Procedure Authorization In these times, your practice and billing staff cannot afford to assume that a procedure will be covered even if the very same company or organization paid the exact same type of claim hundreds of times before! While some health insurance companies require an authorization number for payment, Workers Comp claims require dates of injury and authorization codes and payment may even get held up as the claim is reviewed or investigated. The simple fact is that verifying payment authorization from insurance carriers is a very complex and time-consuming process. Each year, many practices end up providing services without prior payment authorization due to simple procedural errors, miscommunication, and simple oversight. 8

9 5. Failure to File Claims in Timely Manner While it would be nice to assume that every insurance carrier had a 1-year filing deadline like Medicare, nothing could be further from the truth. Indeed, it is not uncommon for some carriers to demand billing within days. Many practices have been shocked to learn that a carrier would not honor a claim simply because they failed to submit the claim within the time frame stipulated in the contract. Just one or two unpaid claims due to this simple error could literally cost your practice $1,000 s! Unfortunately for practices just starting out that may not have the adequate staff to code, bill, and collect in a timely manner, this can be a very big problem for maintaining consistent and timely cash flow. 6. Failure to Appeal Denied or Incorrect Claims Depending on the size of the denied payment or the frequency of denied claims in general, some practices may not appeal every denied claim. Some believe they don t have the resources to waste, while others simply don t understand the specific procedures involved in the appeals process for each contract. This is why many practices don t bother to learn them until they have a big claim denied, and by then they are more likely to make a procedural mistake that will cost them the claim entirely. Another big issue that can rob a practice of thousands is failing to correct incorrect claims where the billing department incorrectly coded a procedure and the practice was undercompensated for a procedure. This is a VERY common error in newer practices with less-seasoned billing departments, and by the time the mistakes are caught, it s too late! To help the billing staff stay on top of appeals and incorrect claims, investing in continuing education is a great idea, but you should not stop there. It would also be wise to invest in software that you can load contract terms into so that when your staff is posting payments, the time allowances for appeals are automatically displayed. 9

10 7. Delayed Billing to Patients The longer the time span between a patient receiving treatment and receiving the bill, the less likely they are to pay. However, when you have a newer, less-experienced staff or when resources are strained, the harder it is code, bill, and collect the money your practice needs to maintain consistent and timely cash flow. While it is wise to implement billing practices that collect deductibles and co-payments prior to procedure, any remaining balance due for co-insurance should be automatically billed when payments from the insurance company is posted to the account. All of These Little Billing Mistakes Add Up to One Huge Problem for Your Practice: Reduced Cash Flow Like we mentioned earlier, the overhead needed to run even a small and very modest physical therapy practice can be downright intimidating. The very success of your practice depends on your ability to code, bill, and collect for the procedures you perform on patients. Unfortunately, the ever-changing medical codes and protocols coupled with the varying requirements of insurance carriers make the probability for errors high, especially for newer practices. These errors can quickly rob your practice of critical cash flow and ultimately reduce overall profitability. Consistent investment in continuing education for your billing staff and advanced software applications like frontend scrubbing programs specific to the medical billing industry can dramatically reduce the errors, increase efficiency, and ultimately help your practice generate more profits. 10

11 Unfortunately, for a wide range of reasons, the resources and/or time may not be available to properly implement the training and software necessary to streamline the coding, billing, and collections processes. This is Why More and More Physical Therapy and Other Medical Practices Are Turning to Professional Medical Billing Services as the Low-Cost but Highly Effective Solution In the next section, we will review the specific pros and cons of hiring a professional medical billing service to help eliminate the billing mistakes and headaches that can devastate cash flow and threaten your practice. 11

12 External Medical Billing Services Will Become the Rule Not the Exception Free trade and global competition rest for no one and not even your physical therapy practice is immune from their consequences. Twenty years ago, seeing factories hire temps was relatively rare and uncommon. While there had always been surges in demand and times when the companies didn t need to have so many people on active payrolls, they preferred to pay workers through the slower times so they were around when demand increased. Today, companies simply can t afford to retain large numbers of workers when demand surges, so they rely on a much smaller core of permanent employees and ramp up with temps when demand increases. Ten years ago, it was relatively rare to see companies outsourcing their accounting or customer service functions because CEO s and companies had been conditioned through decades of custom to retain these functions in-house. It was thought these functions were too critical to entrust to outside parties, so companies performed them in-house, though often at higher expense. Today, companies that don t outsource these and other functions risk being at a competitive disadvantage, because their competition has outsourced the functions! And yes, with decades of tradition to guide us, many physical therapists and medical professionals are almost programmed to think we need to have ALL of the coding, billing, and collections handled by internal staff. While this may indeed be the tradition, it simply is not the future. Here are three reasons why external billing services will become the rule and not the exception for successful medical practices in the months and years to come: 12

13 1. Advances in Medicine and Medical Coding: Simply put: the necessary investment in continuing education and new coding/billing software is almost impossible to maintain consistently for the average practice. This means that these practices are always at some varying degree of disadvantage against practices that have both reduced expenses and billing errors by hiring an external billing service. Companies that specialize in providing external billing services have the additional resources necessary to make sure all practices and software applications are up-to-date and current. 2. External Billing Services Have More Resources and Expertise: The resources any individual physical therapy practice has to devote to the coding/billing/collections department (including money for staff, equipment, and training) might only amount to 20% of total income and will NEVER be the real focus of the business, but an external billing service that IS exclusively focused on medical coding/billing/collections can develop a far more efficient and effective system, because their investment and focus is far greater than your individual practice. By extension, any of your competition using these services has a far more effective and efficient system than the average practice with an internal staff, which ultimately leads to greater profits! 3. Reduce Expenses, Errors, and Ultimately Boost Profits: Because they tend to have the most up-to-date training and advanced medical billing software, external medical billing services reduce costly billing mistakes, decrease the time it takes to get paid for procedures, and ultimately improve the efficiency of the entire practice and help it generate greater profits at less expense. While it may be tradition to hire internal staff to completely handle the coding/billing/collections for a medical practice, it s simply not the most efficient or profitable business model in today s world. The use of external medical billing services will continue to increase until it becomes the norm for one simple reason: it gives the practice a competitive advantage over competing practices still using internal staff. However, despite these advantages, it is important to remember that not all external medical billing services are a good choice for your practice. Here are seven important factors to consider when selecting a solid and reputable external medical billing service for your physical therapy practice: 13

14 What to Demand from Any External Medical Billing Service Verifiable Experience Billing in Your Area of Specialization A medical billing service specializing in coding for ER doctors probably isn t going to have a lot of relevant experience or value for a physical therapy practice. While one-size-fits-all external medical billing companies may claim to be able to service all medical practices equally regardless of specialization, the fact is that they still likely have more experience and resources for one or two types of practices. You definitely want to find an external service that specifically is geared towards providing billing services for physical therapy practices because of the ever-present need to stay current with changing claim submission regulations. If the company doesn t specialize in physical therapy billing, they are less likely to be current and therefore more likely to make costly mistakes that delay or negate payment. References Dating Back AT LEAST Six Months or More Entrusting your patient billing information to a third party is a serious step that could very well help take your practice to the next level but you have to be careful. You have every right to demand references from current clients dating back at least six months to make sure the company has consistently delivered great service to others. If the company is unable or unwilling to provide these references for any reason, it s best and safest to find another company that is willing to provide references. Services and Software Compliant with Current HIPAA Regulations and Industry Standards? Obviously, you need to safeguard the information of your patients at all costs, so any external medical billing service must fully adhere to HIPAA regulations when handling any of your billing 14

15 services. Of course, no sane company would ever claim NOT to adhere to these critical guidelines, so that s why it s important to ask the company exactly: What Procedures/Protocols are In Place to Ensure the Absolute Privacy of Patients and Their Information While Being Processed in Your System? If the company doesn t appear to have specific policies and procedures in place or can t recall them immediately, it s best to keep looking for another company that takes HIPAA and the privacy of your patients more seriously. Denial Rate Any external medical billing company should be able to quickly tell you their denial rate the percentage of claims they processed on behalf of their clients that were denied for any reason. While you would love to find a company that had a 0.0% denial rate, you are typically looking for businesses with a denial rate below 1% and the lower, the better for you and your business! State-of-the-Art Software and System Integration Don t be afraid to ask a prospective external medical billing service exactly what kind of software they are using and how it helps your practice reduce billing errors, increase cash flow, etc. In addition, you need to make sure that the software is truly going to suit your practice, so be sure to ask about its capabilities in: Appointment Scheduling Data Transfer Detecting Coding/Data Entry Errors Patient Tracking Reporting Abilities Interfacing with Your Electronic Medical Records If the software suite isn t easily accessible or user-friendly for you and your staff, then it could create more headaches than it solves. 15

16 100% Responsive Customer Service Don t settle for someone telling you that their company has great customer service get the specifics. What are the specific policies when a problem arises? Do you speak with a CSR, the people actually handling your account, the sales person? If you can t seem to get a straight answer, that s not a good sign. The absolute best people to talk to about customer service aren t people from the external billing service you are thinking of hiring they are the clients you speak with while checking references. The Bottom Line Bottom line is: what is this external medical billing service going to cost your company at the end of the day? Here are a few questions to ask both yourself and the representative from the external medical billing company: Are There Any Start-Up Fees? What Happens if Your Volume Suddenly Increases by 50% What Happens to Fees? Are They Trying to Mask Costs by Charging Separately for Essential Services/Tools Like Software, Training, and Postage or Are They Included in the Standard Fee? Are There Stratified Levels of Service (i.e., Do They Have Silver, Gold, Platinum levels of service if so, what s included with each?) Do They Offer Any Kind of Free or Introductory Trial That Lets You Try the System Out? In addition to digging down into the costs, make sure you understand exactly how the company can help your cash flow: What is the Average Reduction in Time to Collect on Open Accounts? What is the Average Reduction in Denied Claims for Their Clients? What is the Average Reduction in Incorrect Claims? 16

17 Bottom line, the external medical billing company you hire for your physical therapy practice should reduce costs while improving efficiency so that your practice ultimately generates more profits. You need to be careful and truly dig down into the fine print to make sure the costs are in line with the level of services being offered. If the medical billing service is unable or unwilling to satisfy all of these core requirements, you should keep looking for those that are because they ARE out there and they WILL help significantly increase the profitability of your practice! In fact, we ll take a look at one of the most successful and dedicated medical billing services on the market today, exclusively dedicated to helping physical therapy practices adapt and survive in the 21 st Century! 17

18 RBS: Rehab Billing Solutions Because While You Didn t Go to School to Study Spreadsheets We Did! Let s face it: we didn t go to school to figure out spreadsheets or how to submit forms to insurance companies in a timely manner we went to learn how to help our patients. Unfortunately, in the real world of the 21 st Century, helping patients just isn t enough to help your practice survive and thrive in these difficult times. With our entire business depending on timely payments from insurance companies and similar entities (and the patients themselves, of course) for the services we provide, we simply cannot ignore the tedious process of coding/billing/collections. Why not? Because Cash Flow Is the Lifeblood Keeping Your Practice Alive and We Specialize in Speeding-Up and Increasing Cash Flow To Help Your Business not only Survive, but also Thrive! Owned and Operated by Physical Therapists Exclusively to Help Other Physical Therapists! State-of-the-Art Software and Integrated Systems Exclusively Designed to Help Physical Therapy Practices! We Guarantee to Reduce Errors, Delays and Resubmissions that Are Killing Your Cash Flow! 100% Transparent Reporting and Documentation! 100% Compliant with All HIPAA Regulations! We ll Let You Try Our System for the First 30 Days Absolutely Free! 18

19 The RBS Difference So what exactly makes Rehab Billing Solutions (RBS) so different and worthy of your consideration? The Right Team for the Right Job Janiece Prieur is the managing partner, CFO, and co-founder of RBS and has more than 30 years of accounting experience. Janiece holds a BS in Home Economics from California Polytechnic University in San Luis Obispo and an MBA with honors from San Jose State University. Prior to co-founding RBS, Janiece held a number of high profile positions, including: Administrative Manager at a Major CPA Firm Controller of a Full Service Hotel Chain CFO of a Successful Software Company With more than 30 years of experience in accounting and in helping successful businesses manage cash flow, Janiece is one of the biggest reasons why RBS clients have a distinct advantage over the competition. Because unlike most of your competitors who cannot afford to hire a dedicated MBA to help ensure cash flow, as an RBS client you get all the benefits of Janiece s experience and education for a fraction of the cost! But Janiece is but one ingredient in the RBS success formula, because our entire team of dedicated professionals is always on hand to ensure that each and every client never has to worry about billing issues, delayed payments, or cash flow issues again! In fact, Rehab Billing Solutions goes above and beyond to help maximize the cash flow of your physical therapy practice by providing truly integrated systems and processes laser-targeted to the needs of your office. Our specialists have the training and advanced tools to ensure billing accuracy and reduce the costly errors, denials, and resubmissions that threaten your bottom line! 19

20 Significantly Speed-Up and Increase Your Cash Flow! We Offer Fully Transparent Claims Follow-Up to Minimize Payment Cycle! Dramatically Reduce Office Overhead! Get Paid Faster! Error-Free Claims and the Greater Profits that Come with Them! Try Us Out for a Full 30 Days Absolutely Free! So Why Do We Focus Exclusively on Physical Therapy Practices? Because RBS also Owns and Operates 4 Physical Therapy Practices! In addition to Janiece, the remainder of the RBS management team are all Physical Therapists themselves, and we use this same billing system on our own practices all four of them. Our system was completely designed so that the therapists can focus exclusively on what they do best caring for their patients while the RBS team focuses on maximizing your reimbursements, cash flow, and productivity. RBS provides every client with a full range of comprehensive services, including an advanced software suite to help ensure maximum profitability, including: Scheduling Patient/Insurance Documentation Billing Accounts Receivable Denials Management Advanced Reporting and Analysis Functions But don t be fooled by our advanced software RBS goes far beyond offering automated and expedited services alone. In fact, RBS offers a fully integrated systems and processes designed to target the specific needs of your clinic and office. With RBS and our team of highly-trained specialists working for you, you can rest assured that your practice will have the latest and most advanced systems in place to ensure the maximum efficiency in your entire billing process from beginning to end! 20

21 In Fact: We Are So Confident That You Will Significantly Increase Your Cash Flow and Reduce Payment Times Using Our Service in Just the First 30 Days We ll Let You Enjoy the Savings Absolutely Free. Don t worry we will not ask you to take our word for it or risk one dime of your money. All we ask is that you use our services for 30 days and see for yourself. If you don t see a significant reduction in payment delays and a corresponding increase in cash flow, then you are under no obligation to continue and you will never be billed one dime. If you love the increased cash flow, reduced overhead, and quicker payment times, then welcome to the club. Visit RehabBillingSolutions.com Today to Learn More About Increasing Your Cash Flow and Reducing Payment Times at Your Physical Therapy Practice by Signing Up for Your Free 30-Day Access! Have Additional Questions? Just Read Through Our FAQ on page 22 and You Are Sure to Find the Answers! 21

22 Frequently Asked Questions 1. What makes RBS so different from other billing companies? We are more than just a billing and collections company. We offer a complete solution for your practice and address all areas of the patient revenue cycle. We can customize a complete billing solution to meet your needs. Our solutions are scalable and we can easily accommodate future growth in your practice. We are run by physical therapists who understand the importance of cash flow and giving you the time to be the best therapist you can be, as well as by a managing partner with an MBA and over 30 years of experience in accounting who understands the importance of cash flow. You have access to all information in the practice management solution. You are able to see all information such as charges, payments, adjustments, and patient information. State-of-the-art software and integrated systems exclusively designed to help physical therapy practices by reducing errors, delays, and resubmissions that are killing your cash flow. 30-day free trial and no contract to sign. Simply, we offer fewer headaches, faster and simpler execution, and more money! 2. How is your fee determined? Our fee is based on a percentage of collected revenue and the money we post to your accounts. This includes both insurance payments and patient payments. Our fees are very competitive with other billing companies, and our solutions offer more features and deliver better results than other companies. 3. What software do you use and do I have to pay for it? We use a variety of software packages. We decide on the software package based on the needs of the client. The software is included in our fee. Some of the packages offered include documentation, scheduling, and reporting modules. 4. Can RBS integrate with current software we are using now? Absolutely! We can integrate with any software you are currently using and offer solutions to make it work even better. 22

23 5. How does the data move from my practice to RBS? Data can be scanned or faxed to RBS. All information is stored for future access and is very fast, easy, and efficient! 6. How often and quickly do you file claims? Our contract states that we will file claims within 48 hours of receiving the data from the client. However, our practice is to file claims daily, so the claims are generally filed within 24 hours. 7. Do you need information from my practice and how is it received? Yes, we usually request information by phone or , and the information can be sent via scan or fax. 8. How are claims submitted? For payers who have electronic submission capabilities, the claims will be sent electronically through a clearing house. Some payers do not accept electronic claim submission. Those will be sent via paper in the mail. 9. How are payments received and where do the payments go? Our recommendation is to set up as many payers with EFT (electronic funds transfer) payments as possible. The EFT payments will go directly into the client s bank account and the corresponding ERA (electronic remittance advice) with the EOB (explanation of benefits) information available through the clearing house. For payers who do not use EFT payments, checks will come in the mail to the client for deposit. The checks and corresponding EOBs will need to be scanned or faxed to RBS for posting. We want to have as many claims as possible sent electronically, and we set up as many payers as possible to receive your payments via EFT. 10. What is and do you use a claims editing software? Yes, this is software that scrubs and catches coding and data entry errors before the claims are sent off to the insurance companies. Our scrubbing software is able to catch a lot of first pass errors. 23

24 11. How do I know you won't miss a claim? Our practice is to set up a process with the scheduling system that the clinic is using to make sure all claims are submitted. Our solutions have many checks and balances to make sure claims are not missed. Charges are reconciled every day, so nothing is missed. 12. Will you work my Accounts Receivable? Yes, we work all Accounts Receivable claims that we have submitted. We will work older claims from the prior billing service for an additional fee. 13. Who bills patients? We will bill the patients, send out monthly statements, follow up on outstanding balances and track the receivable. We will even train your front office staff on how to collect as much as possible up front from the patient at the time of the visit in order to help with cash flow and minimize patient balances. 14. Where does a patient call with questions about their statement? The patient should call RBS directly, since we will best be able to address their questions regarding their account. If a patient requests an adjustment to their account balance, all adjustments must be discussed with and approved by the client. 15. What kind of reports do you produce? We provide a wide range of reports based on the client s needs and requests that will help you to better manage your business. 16. Will you help with other areas of my practice? Yes, we can offer help in a variety of other areas to improve your business, such as phones, appointment reminder software, and other technologies. 24