Outsourcing of your accounts receivable-whether insurance or patient balances-should not mean making a sacrifice in quality. RCS has designed our workflows, technology, and control reporting to set a new standard for customer service, ensuring fewer patient complaints and complete hospital customer satisfaction. RCS maintains and monitors quality in the following areas:

Training
RCS only hires representatives with a strong foundation of healthcare revenue cycle knowledge. Representatives typically have 2-3 years of hospital business office and/or managed care call center experience. Each employee passes a competency exam that confirms their understanding of insurance benefits and the overall collection process for hospitals.

Upon hiring, our representatives undergo extensive training to ensure compliance with all laws that govern the industry. Each representative is trained and competency tested before they are allowed to work within each department. After being assigned to skill and ability-specific areas of operations, employees are closely monitored by RCS senior managers-who utilize random call monitoring, employee quality scoring and one-on-one mentoring to uphold our high standards of quality.

Representatives are also oriented with client-specific requirements necessary to mirror your own hospital policies. Our systematic workflows and online help text are configured according to your custom requirements, which allows our representatives to utilize the quality inherent in your own proven payor resolution methods. We can also leverage best practices to systematically optimize collections using quality parameters that are defined by each client hospital.

Health Insurance Portability and Accountability Act (HIPAA)
We understand the intricacies of HIPAA and how the regulations affect our technology and operational requirements. Every one of our employees goes through HIPAA compliance training and understands the requirements before they are permitted to service an account. All of RCS' workflows and technology interchanges have been built for HIPAA compliance.

Compliance
RCS is committed to compliance and stays current with rulings by the Office of Inspector General regarding healthcare operations. In addition to our internal knowledge and research, we continually correspond with regulatory bodies, law firms, and consultants to ensure our technology and operations more than satisfy all required compliant activity.

Client Reviews
RCS believes that continual dialogue with our clients and custom-tailored reporting produces measurable improvements in efficiency, quality, and customer satisfaction. We customize "scorecards" for each of our clients to ensure that we understand the client's goals and objectives and have defined success in an objective way. We are routinely told that we provide more detail on how accounts are being managed than any other accounts receivable vendor. And we welcome our clients to visit our operations regularly, monitor account activity, and provide feedback to ensure our performance always exceeds expectations.

RCS University
Our World Class training program that we developed to train our own employees and the employees of our customers. We have developed all the elements necessary to effectively train employees on our industry and our very unique approach to customer service and account resolution. Using continuous feedback from our QA process, we develop interactive learning experiences and comprehensive testing modules that ensure world class quality in each stage of our process. Our employees can complete modules and obtain certification in the key components of our business and ultimately achieve a designation that indicates their level of expertise in each area.


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