What types of medical practices do you generally handle?
We handle radiation oncology, radiology, and other specialties. We have a knowledgeable, experienced billing staff that has worked in a variety of medical practices and specialties, including both physician (clinic) and hospital environments.
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?
Quite simply, the number of staff assigned to your account depends on the amount and type of work your account requires. Completing tasks electronically saves time and money; entering charges and posting payments manually requires more time and staff.
Every account has a representative who oversees and coordinates all the activity of the 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.
What type of billing software are you using?
RADMAX uses A4 HealthMatics Ntierprise by ALLSCRIPTS, an award-winning, HIPAA compliant, next generation software program. This state-of-the-art Microsoft Windows-based product was developed on an n-tiered architecture with Visual Basic 6.0, COM 6.0, COM + I.Q., Internet Information Server, and SQL Server. The architectural strategy called Microsoft DNA (Distributed interNet Applications Architecture) makes this product a highly scalable multi-tier solution. It’s Internet-based and well suited for interfacing with today’s wireless and internet-enabled technologies.
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:
- Paper: Send charge tickets daily via FedEx or by fax and we will enter the information manually.
- HL7: We can interface with your practice management system to upload charges and patient demographics.
- VPN (virtual private network) connection, remote desktop, etc.: We can dial into your system with a secure ID/password and export charges and patient demographics either by controlling a remote desktop/server or by hosting your software.
- EMR (electronic medical records): We can interface with EMR systems, which enables us to audit charges (documentation) without the paper chart.
- Other: We can interface with other systems, including patient hospital portals, for demographics data.
- Any combination of the above: We have the flexibility to work with you to develop a method of charge capture that meets your needs.
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 once per month. If you’re a high volume facility and prefer a more steady revenue stream, you can choose daily billing. It’s simply a matter of choosing a cycle that works best for you. We recommend more frequent billing, which creates a steady, consistent revenue stream.
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?
The claims rejection rate depends on correct patient demographic information, insurance verification, and correct coding. Incorrect information, such as social security numbers and birth dates, slow down claims processing. Fortunately our electronic claims clearinghouse catches many of these types of errors before the claim is even submitted to the insurance company. Decreasing coding errors and verifying patient registration and insurance information up-front (admissions) improves the claims rejection rate.
Do you provide monthly patient statements?
We send out patient statements approximately every 30 days (once per month).
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 kind of disaster recovery policy do you have in place for your computer billing system?
Our compliance policy includes a contingency plan in the event of emergencies such as hardware or software failures. We follow strict standards for data backups and protection, including nightly data tapes and server imaging. In the event of a natural disaster such as a fire or flood, all data backups are kept offsite in a fireproof and flood-resistant environment. We go beyond minimum standards by actually testing the backup system on a regular basis.
Where are you located?
In Tyler, Texas, 100 miles east of Dallas.
What are your hours of operation?
7 a.m. to 7 p.m. CST, Monday – Friday.