Featuring Angie Slayton and Jim Kirby Transworld Systems Presented by Beginning now… How to Participate Today • Arrow = Open/close your panel • Questions = Submit text questions • Follow‐up email with video link 3 Today’s Program • Introduction • Compliance in Medical Collections: Interview with an Expert Angie Slayton and Jim Kirby Angie Slayton and Jim Kirby • How HealthFusion Simplifies Collections Ian Gary • Questions 4 1 Compliance in Collections Compliance in Collections An Interview with an Expert August 14, 2014 6 The Presenter Angie Slayton Director of Marketing • 20 + years of entrepreneurial and corporate business experience, including medical practice management • Develops and leads implementation of the corporate marketing strategy for Transworld Systems, Transworld Systems Commercial Division and Health Care Bad Debt 6 7 The Expert Jim Kirby Vice President of Collections • 20 + years of experience in the collections industry • He is responsible for day‐to‐day operations and • Oversees 20 collection centers throughout the United States and Puerto Rico 7 2 8 You Get a Gold Star Compliance avoidance is dangerous and can be costly in today’s increasingly regulated environment. Understand: U d d • Industry changes • Risk to your organization • How to ask the right questions 8 9 Is Your Collection Agency In Compliance? Why should you care? • Liability ‐ You are liable for how your collection agency contacts debtors t t d bt • Social media • Hold Harmless Agreement 9 10 How We Got Here ▫ Inappropriate language ▫ Calling the patient  at work  too early or late based on guidelines ▫ Falsely reporting to patients they may be reported to credit bureaus or other action ▫ Misrepresent themselves as law enforcement, lawyers or government officials 10 3 11 Litigation –– The Industry Risk Litigation Court activity between debtors and collection agencies has ratcheted up in recent years, with consumers fighting allegedly predatory g g g yp y collection practices. Some debtors have filed lawsuits and complaints with the government, often demanding that the agencies show proof that they are owed the debt. The Baltimore Sun In the last seven years, the number of lawsuits in California accusing collectors of violating federal law has increased fivefold. McClatchyDC.com No matter how debt collectors communicate with consumers ‐ by mail, by phone, by text or some other way ‐ they have to follow the law. The FTC has a zero tolerance policy for deception. Jessica Rich, Director of the FTC’s Bureau of Consumer Protection 11 12 12 13 Expert Q&A: Compliance Changes • How have you seen compliance regulations change over the years? • What impact have you seen to our client’s businesses? b i ? 13 4 14 Expert Q & A: CFPB • What changes have you seen in this bureau? • How have regulations and enforcement changed? • What are the best agencies doing to support their clients? li ? 14 15 Is Your Agency Compliant? • Fair Debt Collections Practices Act (FDCPA) • Health Insurance Portability and Accountability Act dA t bilit A t (HIPAA) • Telephone Consumer Protection Act (TCPA) • State debt collection laws • Licensed to collect 15 16 Expert Q & A: Making Sense of It All • Why collection agency awareness and action so important? • Do they ever contradict each other? • How should agencies address conflicting regulations? H h ld i dd fli i l i ? 16 5 17 Ask Your Agency the Right Questions • Do they perform criminal background checks on collectors in required states? • Are they licensed to collect in the states where your patients reside? ti t id ? ‐Why is that important? 17 18 Ask Your Agency the Right Questions • How are cell phone debt collection calls handled? • Do they know what Protected Health Information (PHI) is? 18 19 CAUTION: Reasons for compliance avoidance: 1. 1 Unsure what questions to ask Unsure what questions to ask 2. Assumption the agency knows best Compliance avoidance is dangerous and can be costly in today’s increasingly regulated environment. 19 6 20 Your Next Conversation with a Collections Agency 6 questions to ask: 1. Is your company compliant with TCPA, HIPAA and familiar with state laws regarding compliance? 2. Does your company perform background checks on collectors in 2 Does your company perform background checks on collectors in required states? 3. How are cell‐phone calls handled? 4. What is a Hold Harmless Agreement? 5. Do you know what PHI is? 6. Is your company licensed to collect in all states? 20 21 Thank you! For more information please visit www.transworldsystems.com Or contact Angie Slayton [email protected] 21 Q Questions? 22 7 How You Can Simplify Collections with Practice Management Software Ian Gary HealthFusion Ian Gary, HealthFusion 23 How MediTouch Simplifies Collections • Insurance Eligibility Verification – Check patient responsibility – Collect up front as much as possible • In‐Chart Staff Reminders of Amounts Due • Payment through Patient Portal • Patient Statements and Customizable Letters 24 How MediTouch Simplifies Collections • Track and Manage Your Results – A/R Reports – Dashboard • Links to Transworld for Third‐Party Collections As Needed 25 8 MediTouch®: Designed to Simplify Medicine • 2014 Stage 2 Meaningful Use certified • ICD‐10 ready Awarded the Surescripts the Surescripts 2013 White Coat 2013 White Coat • Awarded Quality Award for 3 consecutive years • Patient‐Centered Medical Home (PCMH) Prevalidated by NCQA to receive 23.5 points in Autocredit toward PCMH HealthFusion.com 26 Thank You! HealthFusion.com TransworldSystems.com 27 9