grady presentation 12 2011

Request for Proposal Number 09046CKGrady Health System

December 1, 2011

Early Out Collection Services

Company Overview

UCB?Who is

Why Are We Different?

The Way We

THINK

Our Experience

we understand

PUBLIC HOSPITALS

Our Culture

Accountability

Reliability

Compassion

Innovative

Inspired Learning

Loyalty

We are accountable for everything we do

We follow through on promises

We have compassion for the patients we interact with

We are committed to our clients and the patients they serve

We pursue continuous improvement

We invest in our people, our most important asset

Our Approach

TeamworkPassion

Achievement

Committed #1 Performer

Experience

Team

Adaptibility

Process

Providing self-pay early out programs since 1994

100% dedicated team assigned to Grady Health System – English/Spanish communication

Customized approach - knowledgeable of Epic

Intelligent systems produce leading practice results

Our Abilities

Workflow Strategy

Assignment of InventoryDialer and messaging

Patient Friendly Written CommunicationsFull color letters elicit best response

Patient ContactAlways courteous and professional

Final Pre-Collect Contact Third party collection agency demand letter

Propriatary Analytic Platform

iSolutions IQ

360 Degree Financial Evaluation

Validated – 15 million Collection Accounts

Analytics Driven Workflows

Qualify & Process

Maximum Resources

Modified Work Flow

Accelerate to Bad debt

Skip Trace & Process

SELF-PAY

FINANCIALASSIST.

HOSPITAL

BALANCE AFTER

INSURANCE

HIGHHigh Collect

High TPE

MEDIUMMedium Collect

Medium TPE

LOWLow Collect

Low TPE

UNLIKELYUnlikely Collect

Zero TPE

OUT OF COUNTY

Patient Financial Services Processes Financial Assistance Cases

iSolutions IQ Analytics

Self-Pay Placement

Separate BAI &

Self-Pay

HIGHHigh Collect

High TPE


Medium TPE

LOWLow Collect

Low TPE


Zero TPE

FINANCIALASSIST.CLINIC

COLLECTION WORKFLOW

Standardize Address

PARTIAL CHARITY

CATASTROPHIC HOMELESS

BALANCE AFTER

DISCOUNT

HIGHHigh Collect

High TPE


Medium TPE

LOWLow Collect

Low TPE


Zero TPE

OUT OF COUNTY

PARTIAL CHARITY


OUT OF COUNTY

PARTIAL CHARITY


OUT OF COUNTY

PARTIAL CHARITY


Charity Data Returned to PFS

Optimized Cash Recovery Workflow

Accurate Reporting

80/20 Rule

Long Term Partnerships

Driven to Serve

“UCB has been a great partner and a “true” leader in the industry in several areas of support for Cleveland Clinics Revenue Cycle. Their professionalism and timely actions to sustain our demanding environment have been impeccable.“

Mr. Lyman Sornberger Executive Director of Patient Financial Services

Cleveland Clinic

Our Mantra

First!

The patient always

comes

Hiring Excellence

OUTSTANDING

NCC Technologies

Behavioral Analysis

Successful Track Record

Performance Technology

Collection System Own source code

Dialer Technology Integrated 400 seats

Recording Fully integrated

Training Excellence

good

better

best

Zero Tolerance - Complaints

Recording - quality with every patient contact

On-going auditingQuality control

Analysis of inbound service levels

Accurate Reporting

iSolutionsAnalysis

BAI % Collected% Total of PPI Assigned

Status $ Assigned % of Total # Assigned % of Total $ Collected Collected $CHARITY 368,615$ 39.6% 2064 32.6% 1,751$ 1.0% 0.5%BD 113,503$ 12.2% 717 11.3% 2,244$ 1.3% 2.0%HIGH 179,418$ 19.3% 1381 21.8% 96,779$ 55.0% 53.9%LOW 14,617$ 1.6% 117 1.8% 1,686$ 1.0% 11.5%MEDIUM 48,267$ 5.2% 419 6.6% 12,915$ 7.3% 26.8%NO VALUE 205,720$ 22.1% 1634 25.8% 60,550$ 34.4% 29.4%TOTAL 930,140$ 100.0% 6332 100.0% 175,925$ 100.0% 18.9%

SPStatusCHARITY 1,250,818$ 47.3% 2127 40.9% 577$ 0.4% 0.0%BD 463,993$ 17.5% 958 18.4% 3,507$ 2.6% 0.8%HIGH 213,826$ 8.1% 503 9.7% 65,862$ 48.9% 30.8%LOW 67,120$ 2.5% 121 2.3% 938$ 0.7% 1.4%MEDIUM 93,448$ 3.5% 199 3.8% 7,916$ 5.9% 8.5%NO VALUE 555,972$ 21.0% 1294 24.9% 55,826$ 41.5% 10.0%TOTAL 2,645,177$ 100.0% 5202 100.0% 134,626$ 100.0% 5.1%

CombinedStatusCHARITY 1,619,433$ 45.3% 4191 36.3% 2,328$ 0.7% 0.1%BD 577,496$ 16.2% 1675 14.5% 5,751$ 1.9% 1.0%HIGH 393,244$ 11.0% 1884 16.3% 162,641$ 52.4% 41.4%LOW 81,737$ 2.3% 238 2.1% 2,624$ 0.8% 3.2%MEDIUM 141,715$ 4.0% 618 5.4% 20,831$ 6.7% 14.7%NO VALUE 761,692$ 21.3% 2928 25.4% 116,376$ 37.5% 15.3%TOTAL 3,575,317$ 100.0% 11534 100.0% 310,551$ 100.0% 8.7%

Detailed month end inventory reconciliation

Acknowledgement report Close and return – closed accounts Real time web access 24/7/365

CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,460 1,148 1,168 1,167 1,145 860 1,087 1,117 1,017 823 724 796OUTBOUND 16,185 10,580 12,706 13,578 9,507 11,250 11,179 16,094 15,050 12,114 6,598 8,142CONTACTS 5,240 3,001 4,298 4,112 3,650 3,198 3,394 4,440 4,841 5,618 3,622 4,565% OF CONTACTS 32.4% 28.4% 33.8% 30.3% 38.4% 28.4% 30.4% 27.6% 32.2% 46.4% 54.9% 56.1%

CALLS JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECINBOUND 1,037 1,026 1,037 889 727 733OUTBOUND 9,086 9,535 11,367 10,590 10,146 9,535CONTACTS 5,088 5,439 7,343 7,245 6,677 6,501% OF CONTACTS 56.0% 57.0% 64.6% 68.4% 65.8% 68.2%

GENERAL HOSPITAL - EARLY OUT PROGRAM

CUYAHOGA FALLS GENERAL HOSPITAL - EARLY OUT PROGRAMPHONE ACTIVITY REPORT BY MONTH

CALENDAR YEAR 2009

PHONE ACTIVITY REPORT BY MONTHCALENDAR YEAR 2008

0

5,000

10,000

15,000

20,000

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

INBOUND OUTBOUND CONTACTS

02,0004,0006,0008,000

10,00012,000

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC

INBOUND OUTBOUND CONTACTS

Controls and Protection

Code of Conduct - Highest professional standards

Compliance - Client, HIPAA, Local, State and Federal A condition of employment

Zero Tolerance Rule - Adhere to all policies and procedures

Financial Procedures - Accurate & verified

Security

ISO 27002 11 Domain Criteria Certified Asset Management

Data Encryption Policies Audit Physical Security

Access control for all sites with 24/7 Security monitoring

Security protected information systems CISCO Firewall Encryption-SSL technologies, dual-layered security Virus protection systems, Internet filtering security

Fully redundant System Guaranteed Availability

Disaster planning – business continuity Sunguard Availability Services

Dedicated Team

Customer Service Direct Contact

Executive Operational Manager

Executive Relationship ManagerIT Contact

Account Manager

Implementation Project Manager

Grady Health System

Implementation

IMPLEMENTATION TEAM

Phil Solomon – Chief Marketing Officer – Grady Account Manager

Mark Palm – Vice President Self Pay Strategy - Analytics

Amy Lemarand – Director of Customer Services

Dawn Balduf – Vice President Receivables Management

Mark Beirdneau – Executive IT Contact

Sam Rickard – Owner Executive Manager

IMPLEMENTATION TEAM

Phil Solomon – Chief Marketing Officer – Grady Account Manager

Mark Palm – Vice President Self Pay Strategy - Analytics

Amy Lemarand – Director of Customer Services

Dawn Balduf – Vice President Receivables Management

Mark Beirdneau – Executive IT Contact

Sam Rickard – Owner Executive Manager

Proposal Acceptance

Go Live

Scope

PlaceholderPlaceholder

Placeholder Placeholder

Placeholder

Profile

Pre-LiveUpdate

Testing

Requirements Documentation

WorkflowDefine IT

Connectivity Design Quality

Review Status

Phil C. SolomonChief Marketing OfficerUCB, [email protected]: 404-849-8065

Do You Have Any Questions?

Thank You

mailto:[email protected]

http://www.ucbinc.com/

grady presentation 12 2011

Documents

total of ppi

security iso

closed accounts high

collection servicesdecember

collection accountspage

sp status charity

combined status charity

degree financial evaluation