23550 Commerce Park Suite 50023550 Commerce Park Suite 500Cleveland, Ohio 44122

Drew Grdina, President – 216.702.3184Drew Grdina, President – 216.702.3184Jim Mitch, Vice President of Operations – Jim Mitch, Vice President of Operations –

216.702.3186216.702.3186

Specialists in Outsourcing,

Collections & Consulting

Who We Are:

Company BackgroundPrivately owned and founded in 1974

Located in Beachwood, Ohio since 1974Two Call Centers in Beachwood, Ohio

Capacity for GrowthInbound / Outbound Contact Center

Value Proposition

• 33 Years of Successful Collection Performance

• Reporting of Results/Scorecard

• Continuous Improvement Process

• Analysis• Recommendations• Implementation

Product Offerings:

• Nationwide• Financial Services• Commercial• Consumer• Healthcare• Government• DSO Accounts

Receivable Reduction• Business Process

Outsourcing (BPO)• First Party Collections• Third Party Collections• Consulting Services

• Second Placement Service• Legal Contingency Collections• Purchase of Receivables• Litigation Services• Licensed, Insured, Bonded• FDCPA Compliant• Mailing and Letter Services• Voice Broadcast Messaging• Five Step Collection Process• Revenue Cycle Management• Collection Staff Development • Training Programs “The Art of • Getting Paid”• Virtual Agent Programs

Business Process Outsourcing

• DSO Accounts Receivable Reduction Program

(days sales outstanding)

• First Party Outsourcing

• Third Party Collections

Client Client Logos:Logos:

DSO Accounts Receivable Reduction Model

• Significant Increase of Cash Flow• Educate Customers of Paying Within Policy Terms• Educate Customers on How to get Released from Credit

Holds• Identification and Resolution of Customer Service Issues• Coverage of Total Portfolio of Accounts • Professionally Trained Representatives Working off Clients

System• Early Intervention with Customers Creating Positive

Relationships

DSO Clients

• Invacare• Applied Industrial

Technologies• Pearson Education• Samson Industrial• Mac Tools• FirstCommunications• Meier Transmission

First Party Collections

• Excel Communications (Philippines)

• LifeWatch• Washington Gas & Energy

Services• Dobson Communications• FedEx/Kinkos• Quill Corporation (Staples)• North Ohio Heart Center

Third Party Collections

• Key Bank• America Online (AOL)• Fedex/Kinkos• RCN Communications• Qwest Communications• CheckFree• Pepsi Americas

Third Party Collections

• State of Ohio• Lawson Products• Geauga Savings• Mac Tools• Dobson Cellular• Reliable Corporation

(OfficeMax)

Five Step Collection Process

Third Party Traditional Collections

Skip tracing and Credit Bureau Services

Legal Contingency Collections

Legal Department and Litigation Services,

Including International

Client Internal Process – or –

First Party Outsourcing of Collections

4

15. Cash Posting & EOB

16. Denials Mgmt. (Ins. & Gov’t.)

Revenue Cycle Management1. Referrals

3. Insurance Verification

4. Financial Counseling

5. Utilization Review (& Case Mgmt.)

6. Charge Description Master

8. Documentation & Transcription

10. Coding

9. Chart Management

2. Scheduling

7. Charge Capture

13. Billing

19. Payment Review

17. Secondary Claims

18. Self-Pay Collection

14. AR Follow Up

20. Customer Service

11. Release of Information

12. Compliance

PatientAdmissions

ChargeCapture

Health Information Management

(HIM)

Patient Financial Services

(PFS)

CCR efficiency opportunities

Business Revenue Cycle Management

Mass Market Sales Telesales Door to door salesMail (direct or electronic)

Enrollment Manual

Client Solution Interface/Web Integration

Customer Care Billing Questions

Service Questions Renewal

Credit and Collections

1st Party Collections

3rd Party Collections

Consulting Services• Process Management Assessment

• Root Cause Analysis & Continuous Improvement Methodology

• Recovery Prediction/Metrics & Reporting

• Staff Development and Training

• Technology Assessment

• Agency Comparison Programs

Hire Training Agent takes Calls

Monitoring

QA Feedback

Further Training and Coaching

Q.A. works in correlation with Call Center Director and Project Managers to monitor

Agents

Q.A. delivers feedback to Project Managers. Q.A. and Project Managers consult with Agent on

performance.

New Hires monitors to both

pre-recorded & live calls.

Q.A. conducts blind monitoring to assess

performance.

If necessary Project Manager and Q.A. advance with P.I.P. Q.A. and Project Manager follow-up

in allotted time with Agent.

“ “ Our Product is Our Our Product is Our Voice”Voice”

Getting to the Customer Value Percent Introduces self and brands the call, asks for name provided. 6 0

Builds rapport, establishes urgency, displays confident demeanor. 6 0

Verifies they are speaking with the patient. 6 0

If patient is not available establishes specific call back time. 6 0

Leaves quality and effective voice mail or answering machine message. 6 0

Possible Points 30 Total 0 0% Area of Opportunity: Call Effectiveness Value Percent Asks appropriate questions with inbound phone calls. (Name, Account Number, Phone Number) 8 0 Follows the appropriate script. Effectively verbalizes appropriate account information. 7 0 Ask qualifying questions: how much, payment date, check number or credit card number. 7 0 Keeps the call firm and to the point 7 0 Thanks Customer for taking the call. 7 0 Data Gathering - Asks open-ended questions to uncover needs and opportunities. 7 0 Recognizes objections and effectively addresses them with benefits and advantages. 7 0

Possible Points 50 0 0% Area of Opportunity: Representative Behavior Value Percent Is polite and courteous. Builds rapport, has enthusiasm and displays a natural, conversational tone. 5 0 Uses active listening skills and acknowledges customer's questions and concerns. 5 0 Displays professionalism, uses proper grammar and voice inflection. Quotes accurate information. 5 0 Uses customer's name throughout, paces appropriately, ask for permission to place on hold. 5 0

Possible Points 20 Total 0 0% Area of Opportunity:

Overall Total 0 0% Additional Feedback: 90% -100% Outstanding 85%-89% MTS 80%-84% SAT 79% and below. Needs Improvment

Y OUR COMPANY NAME HERE

Monitoring Process Template

CCS Security

• H.I.P.P.A Compliant• Multi-Layered Data Protection• Two Tier Deployment for Anti-Virus Security• All computers behind a UTM (Unified Threat

Management) Firewall, which is constantly scanning and inspecting all traffic for IDS/IDP/Spy Ware/Anti-Virus

• Outsourced the Security of the Network Perimeter to NCS DataCom. NCS provides a Network Management and Monitoring Service

CCS Technology:

• Avaya Definity G-3SI Phone Switch / PBX

• Five Outbound / Inbound blended T1 Circuits

• Six Outbound only T1 Circuits

• Three Voice Over IP circuit connectivity from main and sister sites

Thank you for taking the time to review this information on

Corporate Collection Services, Inc.

23550 Commerce Park Dr.Suite 5000

Cleveland, Ohio 44122

216-702.3184

Corporate Collection Corporate Collection Services, Inc.Services, Inc.

Drew Grdina, President – 216.702.3184Drew Grdina, President – 216.702.3184