What types of medical practices do you generally handle?

We handle radiation oncology (majority of our business). We also have urology, medical oncology, and radiology clients.

Do you do professional and technical billing?

Yes, we do technical (facility) billing, professional (physician) billing, and global billing (a combination of both). We can also bill on a UB (hospital), which differentiates us from many other billing companies.

Is one or more of your staff assigned to our account?

Every Client has an Account Manager who oversees and coordinates a Team of Employees at different RADMAX departments servicing your account.

Because customer service is our top priority, we maintain a high staff level that allows us to meet our current customers’ needs even as we continue to grow.

Who do we call if we have a question?

Your account representative is always available to answer your questions and you can call anyone at RADMAX at any time. We answer email inquiries daily and have a system in place to monitor response time.

Can patients call your office if they have questions about their account?

Absolutely. We’re an extension of your office or facility, so we’re more than happy to field calls from your patients. If they can’t reach a representative when they call, we’ll return their call the same day.

Will RADMAX provide a Billing Representative in my facility (onsite)?

We have been in business 12 years and have not had the need to put employees in the client’s office.

We are not saying we will not consider it, but it is expensive and we have found we can effectively conduct business remotely by forming relationships with the facility staff (communication), verifying that the treatment planning system is set-up to capture charges correctly, focusing on authorizations & PCP referrals, and having access to your system to retrieve the necessary charges and patient demographics.

Can you do paper billing, if necessary, as well as electronic billing?

Yes, we do both. In some cases, secondary billing still requires a copy of the primary EOB attached to a paper claim, and some insurance companies do not accept electronic claims.

How do we submit billing information to you?

Clients can transmit their charges to us any of the following ways:

  • HL7: We can interface with your EMR system.
  • VPN (virtual private network) connection, remote desktop, etc.: We can dial into your system and export charges and patient demographics.
  • RADMAX Secure Server: you can upload charges to our servers so we can access them electronically. 
  • Other: We can interface with other systems, including patient hospital portals, for demographics data. 

Is your billing cycle consistent?

You set your billing cycle based on your preferences. Most facilities choose a billing cycle of every third working day; others prefer weekly billing, and some physicians even choose to bill all of their professional charges at the end of treatment (EOT billing).

Are you responsible for billing the patient for expenses not covered by Medicare or insurance?

Yes, and we will follow up with patients on any outstanding co-pays, deductibles and coinsurance payments.

Do claims go through any type of scrutinizing before being submitted to insure minimal rejections?

Yes, a code scrubber is built into our billing software and we also use other coding software tools. We employ a knowledgeable staff, specially trained in medical billing, to help prevent billing and coding errors before claims are submitted to the insurance company. That helps you achieve cleaner claims and lower rejection rates.

What is the average response time to address billing problems that may occur?

Communication and working closely with our clients are the best defense against billing problems. That’s why they’re our top priority. If errors or a problem do occur, we notify the client as soon as we discover the problem and work to correct it immediately.

What is your rejection rate?

Typically 2% or less. Please note that your claims rejection rate will depend on us receiving the correct patient demographic and insurance information, verification of patient benefits at admissions, and obtaining prior authorization for treatment.

Do you provide monthly patient statements?

We send out patient statements approximately every 30 days for 90 days (3 X’s).

Do you provide monthly reports?

All clients receive aging, collection, payer mix, denial, adjustment, and other useful reports that analyze financial data once a month (after month-end closing). We also generate many custom reports.

Where do insurance payments go if we use your service?

We recommend that payments be sent to a local bank (lockbox) address (preferably a bank you already do business with). The payments are sent directly to a bank’s address (not the client or RADMAX), the bank opens and copies all checks and EOB’s, then electronically forwards the copies to us the next day. The cash posts to your bank account immediately by electronic wire transfer, and there are no delays with payment posting.

Are you HIPAA compliant?

Yes, RADMAX has policies and procedures to safeguard Protected Health Information (PHI) to protect the interests of our clients and their patients. In addition, our electronic data systems meet or exceed the HIPAA requirements for the security of electronically manipulated PHI. RADMAX is dedicated to providing the best service possible. Maintaining the confidentiality and security that our clients depend on is a large part of that effort.

What about PQRS?

MACRA (effective this year, 2017) directly involves the physician(s) and facility and quality of care for your patients including use of technology. We can help our clients and guide them in the best, most logical direction to meet the standards and avoid future penalties.

Where are you located?

In Tyler, Texas.

What are your hours of operation?

7 a.m. to 7 p.m. CST, Monday – Friday.

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