Accounts Receivable Management Services

Presentation Agenda• Frost-Arnett Company Snapshot

•Account Workflow, Stratification and Scoring

•Medicare Bad Debt

•Account Legal Status Strategies

•I.T. Infrastructure for Client Support

•Customer and Patient Web Portals

•Reports

•Why Memorial Should Choose Frost-Arnett

Founded: 1893 2013 Placements: $1.7BClient Base: NationwideCorp. HQ: Nashville, TN

Frost-Arnett At-A-Glance

95% Healthcare

40% First Party Services

55% Collections

5% Utilities, Retail +

Commercial Work

7 Sales OfficesAtlanta, GADallas, TXJackson, MSJacksonville, FLLexington, KYLouisville, KYMemphis, TN

3 Call CentersNashville, TNCampbellsville, KYHouston, TX

We are in the Communications Business

“ Frost-Arnett has gone out of its way to help us. They are very compassionate in their work and believe in our standards of performance.” Norton Healthcare, Louisville, KY

Memorial Healthcare

Frost-Arnett Reps

Frost-Arnett

Consumers

Communicating with Consumers• Protect Patient Relationships• Enhance the Patient Experience

Communicating with Clients• Agree on Expectations• Dedicated ‘Client Liaisons’• Reporting Our Performance

Frost-Arnett People – Seek, Select, Train and Retain

Our Core Values:Integrity, Empathy, Winning

Spirit, Tradition of Excellence, Innovation

Manager tenure is 20+ years“I would recommend Frost-Arnett to other businesses looking for an outside vendor to do their collections. We are very satisfied with Frost-Arnett’s recovery rate and professionalism.” Advanced Revenue (Anesthesia Billing company)

If there is one thing that characterizes the strength of Frost-Arnett more than any other … it is our people.

We provide A/R services to more than 2,400 healthcare clientsincluding approximately:

37 acute care hospitals120+ behavioral health hospitals300+ surgery centers150+ anesthesia practices14 hospital physician organizations2,000+ physician practices

System Experience

American Collectors Association (ACA) developed and monitored program for industry compliance and standards. Audited annually by ACA and a CPA firm.

• Better customer service• Client satisfaction continuously measured• Improved data and physical security• Enhanced disaster recovery• Effectively trained staff• Company-wide commitment to quality assurance• Documented procedures for consistent performance

Quality Control and Compliance ManagementProfessional Practices Management System

We are one of less than 70 agencies with this certification

• First agency notification letter sent within one day of entering data• Phone contact strategy implemented• All calls are recorded• Goal to resolve every account by finding the cause of delinquency• Flexible payment options• Credit Bureau Reporting• Customized management reports• Sophisticated analytics to drive improved recovery• Medicare Bad Debt Process

Bad Debt Collection Services

“Frost-Arnett has gone out of its way to help us. They are very compassionate in their work and believe in our standards of performance.” University of Louisville Physicians

Collections Our Resources

Contact Tools

Credit Bureau Dialing Services

Letters

Analytics

Skiptracing

Call Rotation

Collections Our Approach

Account Resolution

Comprehensive Training

Pay Plan Mgmt

Payment Options

Dispute Resolution

Insurance Verification

Charity Identification

Settlement Offers

Legal Services

Account Workflow & Stratification

Day 0

Account Loaded - Uploaded for skip tracing, scoring, bankruptcy, deceased

Day 1

Initial Notice

TOP TIER

MEDIUM TIER

BOTTOM TIER

Tiered Calling Strategies

Day 10 Day 28

Calling Begins Notice 2

Day 56

Notice 3

Day 84

Notice 4

Account Legal Status Processes

“We consider Frost-Arnett a valued partner in our revenue cycle management.” Vanderbilt Medical Group

• Philosophy of legal accounts

• Legal workflow / process

• MHS strategy and goals for legal accounts

I.T. Infrastructure for Client Support

• IS Department of 5 dedicated people

• IT Department of 4 dedicated people

• Daily/Weekly/Monthly Secure File Transfer

• Standard and Custom Automated Reports

• Client Online Account Access

• Consumer Online Access and Payment Portal

“I appreciate the quality of service we receive from Frost-Arnett. They have remained a vendor of choice for our facilities.” Universal Health Services

Patient Web Portal

Patient Web Portals

Consumer Portal Login Screen

Client Web Portal

Client Web Portal

Reports

• Acknowledgement

• Performance

• Reconciliation (Customized)

• Closed/Returned

• Remittance

• Daily Transaction and Activity Notes

Why Choose Frost-Arnett?

• When service ceases to be good – it ceases to be service• Top collection performance without sacrificing relationship• Effectively leverage best practices• Dedicated Client Liaisons for each client

Collections Done Right, Every Time

Consumer and Client Satisfaction

• Core Values at the heart of all actions and decisions• Call Auditing Program• 100% call recording for training and compliance• Mutually agreed upon expectations

Continue to Innovate….investments in technology that facilitate high productivity and regulatory compliance

We value the potential partnership with Memorial Healthcare Systems, and we strive to understand your needs to provide the best possible solutions. Partnering together, much can be accomplished.

Thank You

Consumer Respect • Results • Customer Service