1. Do they have an HIPAA compliant document workflow system to collect charges, EOB’s and other medical record related documents?
2. Do they check your Medicare, Medicaid and CAQH regularly through a task management (Automated CRM) system to update that information with respective payors on behalf of your practice?
3. Do they have an internal workflow process which makes each employee accountable in the company for doing their daily tasks like, verifications of benefits, posting charges accurately, checking clearinghouse errors, posting payments? Their process should be backed up with a strong standby plan in case of employee absenteeism, for any reason.
4. Do they have an internal compliance plan to protect the privacy of your records and patient data?
5. Does their internal workflow system ensure the delivery of checks or payments electronically to your practice’s bank account and in addition providing notification to the owner of the practice’s email id?
6. Do they track every piece of mail received in their mail room? What is the process of distributing the mail to different account representatives? How do they avoid posting errors due to the multiple checks received for similar named practices?
7. Do they have an IT policy which restricts their staff from accessing accounts which they are not authorized to handle? How do they ensure accessibility and control within their internal network?
8. Do they have a patient communication policy which will restrict them from representing your practice on the behalf of statements they have not authorization to say to a patient?
9. Do they have an Insurance policy which will cover them against employee lawsuits, thefts, HIPAA breach, and coding errors?
10. Most important “Are they ready to show you all of the above documents before signing a contract with you?”