1. POS EMERGENCY DEPARTMENT COLLECTIONS
BRUCE SCHELLER, CPAM
SOUTH FLORIDA AAHAM – PRESIDENT
NATIONAL AAHAM CH. DEVELOPMENT CHAIR
APPLE MEDICAL SERVICES – EVP

2. CHANGING THE CULTURE OF THE COMMUNITY
“NOBODY EVER ASKED ME FOR MONEY”

3. OBJECTIVES Identifying true F/C Self Pay Medicaid UCC
Tracking/Reporting
Psychology of Collecting

4. RESULTS OF A WELL THOUGHT OUT PLAN AND PROCESS
Increase ED collections
Increase Patient Satisfaction
Increase Community Awareness
Increase Clinical Participation
Reduce Accounts moving to Bad Debt
Getting Signatures while patient still in-house

5. CHAMPION THE CAUSE ADMINISTRATION REGISTRATION/PATIENT ACCESS PFS DEPARTMENT DOCS & NURSES SECURITY VOLUNTEERS
WE NEED THE BUY-IN FROM
ALL DEPARTMENTS!
STRATEGIC AND COORDINATED EFFORT!

6. KEEP THE VALUE OF YOUR RECEIVABLES

7. UTILIZING TOOLS AND RESOURCES
STAFF TRAINING
INSURANCE VERIFICATION
DATA SCRUB OF STATE DATABASES
HOSPITAL COMPUTER SYSTEM NOTES
PATIENT QUESTIONAIRE

8. TRACKING & COLLECTION REPORTING
Number of Patients seen
Number of Patients with amounts due
Number of Patients with no money due
Number of Patients paid
Co-pays & Self Pay amounts due
Co-pays & Self Pay amounts collected
Totals

9. STAFF COLLECTION LOGS Employee name and date Account number
Patient name
C/P or S/P
Amount due
Remarks
Amount Collected
ED or Medicaid

10. SCRIPTING & FOLLOW-UP DESIGN PROPER TALK-OFF LETTERS FOR EACH SCENARIO BI-LINGUAL LETTERS BUSINESS CARDS “NOT A FINAL BILL” STAMP DOCUMENTATION ON SYSTEM RECONCILE – Receipts, money, credit cards, logs, notes, etc.

11. PSYCHOLOGY OF COLLECTING
RESPECT
COMPASSION
UNDERSTANDING
COMMONALITY
EMPATHY
HONESTY
FLEXIBILITY
CARING

12. WHY IS THIS IMPORTANT? 50% of hospital Bad Debt originates from the ED
20% of all ED patients are uninsured
Under-Insured population fastest growing segment of those visiting the ED
Low-premium/high deductible plans forcing people to gamble with their healthcare
Up-front collecting accelerates cash flow and decreases bad debt
Resources provide for new ED equipment and increased funding for additional clinical staff

13. QUESTIONS?