CMD provides our healthcare provider clients with an outsourced patient account inquiry unit (AIU) that meet the following objectives:

1. 1. Provide an improved “calls answered live” percentage.
2. 2. Provide lower wait times on average.
3. 3. Often expand hours of operation of the AIU.
4. 4. Provide monthly feedback reports that allow for monitoring and evaluation of performance, as well as classification of calls. Within this classification would be key “trigger” codes that would generate immediate feedback to the clients designate.
5. 5. CMD’s management reports will also identify current policies and procedures that may require revision.
6. 6. Provide patients/guarantors with a professional, knowledgeable staff to answer inquiries, while ensuring the interests the client are served and its patients/guarantors are satisfied with the interaction.
7. 7. Provide resolution of patient/guarantor inquiries that require a quick response from a specific individual within the clients Patient Accounts Office.
8. 8. Support all other client AIU policies and procedures.
9. 9. Provide complete patient confidentiality. All staff of CMD are fully trained in handling information with the utmost sensitivity and confidentiality, and will be required to sign a Confidentiality Agreement.

All patient/guarantor contact is documented in clients patient accounts system, if desired. CMD understands that in accomplishing these goals, we must maintain a high level of patient/guarantor satisfaction. All communication with CMD is transparent to the patient/guarantor meaning that CMD acts as an extension to the client’s patient accounts office and the call is deemed a call to the client.

 

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