Revenue Collection Services

Whether your debts relate to Medicare-eligible or Medicare-ineligible patients, we’ll help you recover your ‘bills owing’, optimise your debt management processes and safeguard your revenue cycle.

AusHealth offers a suite of revenue collection services:

• Healthcare & Hospital Debt Collection
• Debt Clean-up Services
• Debt Collections Agency Review
• Advanced Debt Collections Services
• Financial Hardship and Vulnerability

On average, AusHealth’s collection teams recover 40% of debt owed to healthcare providers – and have been known to recover as much as 55%.

Their extraordinary rates of recovery are a testament to their experience, their skill and their sensitivity, particularly when dealing with vulnerable patients.

It’s paramount to AusHealth that while debt recovery should be maximised, the intended outcomes of hospital debt collection must be achieved while engaging productively with the debtor.

To help solve your debt collection problems, AusHealth can be called upon any time after invoice generation – including at the back end of the revenue lifecycle when debtors have gone cold – to act as a hospital debt collection provider on your behalf.

The solution includes:

• Value at risk segmentation
• Debtor segmentation
• PBRC integration
• Debt profiling
• Skip tracing
• Third party funder clearing
• Risk-based credit management
• Hardship assessments
• Negotiating payment plans
• Taking payments
• Settlements
• Guarantor arrangements

As a hospital revenue collection company, we collect all types of debt, including:

• Medicare ineligible and eligible
• Pharmacy
• Prostheses
• Pathology and diagnostic
• Dental
• Trade debts
• Other receivables
• Contract assets
• Lease receivables
• And rights of private practice

Bottom-line benefits:

• Average revenue recovery rate of 40% and as high as 55%

Related solutions:

• Patient Admissions & Financial Care
• Advanced Debt Collections

HOW CAN WE HELP?

Schedule an in-person or a virtual meeting

Call: 1-800 724 457

Email: customerservice@aushealth.com.au

Healthcare providers use our Debt Clean-up solution when debts have accumulated and they need an intensive effort to clear the backlog.

Our goal is to balance the collections process against the sensitivity required, particularly with vulnerable patients.

The solution includes many of the features of the Patient Admissions and Financial Care, and Advanced Debt Collection solutions, including:

• Risk-based credit management
• Credit loss rate analysis
• Skip tracing
• Third-party funder clearing
• Hardship assessments
• Negotiating and taking payments
• Payment plans
• Settlements
• Guarantor arrangements
• Bad debt/write-off recommendations
• DHA reporting

Bottom-line benefits:

• Average revenue recovery rate of 40% and as high as 55%
• Improve your cash returns by more than 30%
• Significantly reduce your aged debt and doubtful debt provisions
• Reduce your regulatory risk (including Privacy, Confidentiality and ACCC) to less than 5% probability of an adverse event

Related solutions:

• Patient Admissions & Financial Care
• Debt Collection
• Debt Collections Agency Review

HOW CAN WE HELP?

Schedule an in-person or a virtual meeting

Call: 1-800 724 457

Email: customerservice@aushealth.com.au

Many hospitals and healthcare providers have outsourced patient-pay collections to third party agencies. However, managing these third parties remains logistically demanding – and those third parties may be falling short in recovering your revenue.

After years of working in hospital revenue collection, AusHealth is able to help you properly assess your collection agency performance:

• We can measure collections against benchmarks
• We can ensure you’re safeguarded in terms of procedure – checking your agency is compliant with Australian standards and compliance when it comes to debt collection
• We can ensure your agency is appropriate in terms of treating patients who are vulnerable or experiencing hardship
• We can identify areas for improvement, which you can request from your agency
• We can compare alternative agencies.

Bottom-line benefits:

• Better agency oversight
• Better bottom line
• Ensuring your organisation’s reputation for adhering to standards and compliance is safeguarded

Related solutions:

• Debt Collection
• Debt Clean-up

HOW CAN WE HELP?

Schedule an in-person or a virtual meeting

Call: 1-800 724 457

Email: customerservice@aushealth.com.au

There are times when positive debt collection procedures fail, and stronger action is required to recover monies owed to healthcare providers.

To this end, we offer an extensive range of Advanced Debt Collection solutions, including:

• Letter of demand/final demand
• Data washing and skip tracing
• Investigation and examination summons
• Minor civil action
• Company/business/individual/title searches
• Legal advice
• Service of documents and attendance at court
• Garnishee orders
• Mortgagee letters
• Examination and instalment orders
• Payment arrangements, waivers and exemptions
• Deferments, extensions and negotiated settlements
• Disputed debt management
• Negotiating account resolution
• Bad debt/write-off recommendations
• DHA reporting
• Immigration and citizenship offences or fraud (including Medicare card)
• Other mercantile agent services where appropriate

Related solutions:

• Debt Collections
• Debt Clean-up

HOW CAN WE HELP?

Schedule an in-person or a virtual meeting

Call: 1-800 724 457

Email: customerservice@aushealth.com.au

AusHealth offers a Financial & Compassionate Hardship Assessment and Management Referral Service.

This service provides a fair and equitable pathway for the referral and management of financial hardship claims by debtors. It effectively provides an overflow option to healthcare providers.

Assessment and management of hardship cases can be aligned to AusHealth’s policy framework or those of your organisation.

The service is delivered by AusHealth staff who are fully trained to handle hardship conversations with vulnerable people.

Services include:

• Online application and appeals
• Flexible engagement/application channels
• Clear differentiation between payment difficulties and financial hardship
• Secure Electronic Statement of Financial Position allowing customers/debtors to record key information on their current financial situation and plans to repay debts
• Adherence to the UNHCR Vulnerability Assessment tool to identify vulnerable people with associated intervention ratings
• Flexible payment arrangement options and plans. Each payment plan has distinct requirements aligning with a debtor’s income situation
• Processes for deferral arrangements, remission of late payment penalties or interest, remission of debt, payment plans, discounted settlement, and revocation of assistance
• Debtors facing hardship have a right of review, internal and external

Bottom-line benefits:

• Reduces the number of vulnerable people being potentially sued for unpaid accounts
• Encourages a consistent and proactive approach in identifying and assisting customers, before debts are subject to legal recovery action
• Encourages earlier access to legal and financial counselling support services for people experiencing financial hardship
• Promotes payment of accounts other than through the legal system
• Reduces court proceedings and associated costs
• Minimises risk in terms of inconsistent and non-transparent decisions
• Minimises risk of non-compliance with legislation and standards

Related solutions:

• Patient Admissions & Financial Care
• Debt Collection

HOW CAN WE HELP?

Schedule an in-person or a virtual meeting

Call: 1-800 724 457

Email: customerservice@aushealth.com.au

Quality and Compliance

AusHealth is certified to AS/NZ ISO 9001 standards.

AusHealth clinical coders/health information managers provide complete and accurate diagnostic and procedure codes for all inpatient episodes of care in accordance with the relevant classification conventions, standards and rules, including:

• ICD-10-AM/ACHI/ACS Latest Edition
• state clinical coding authorities
• Independent Health and Aged Care Pricing Authority (IHACPA).

AusHealth is a member of the Healthcare Financial Management Association.

Insurance: AusHealth holds appropriate workers’ compensation insurance, public liability insurance, professional indemnity insurance and products liability insurance.

Risk management: AusHealth’s risk management system operates in line with the AS/NZS ISO: 31000.

Contract management: AusHealth’s contract management methodology aligns with the principles of CMS, an ANSI-approved (contract management) standard.

Industry participation policy: AusHealth complies with state based industry pParticipation policies and any supporting procedural and reporting requirements.

Cultural responsiveness and accessibility: AusHealth has a diversity policy in place that strives to create and foster a supportive and understanding environment in which all individuals realise their maximum potential within AusHealth, regardless of their differences.

Social: AusHealth is a registered charity and all profits earned from its commercial operations are invested into medical research development and commercialisation. Since its inception in 1985, AusHealth has provided more than $50 million in profit to commercialise new medical technologies.

Records management: AusHealth complies with all privacy and security requirements of records as per state government principles, legislation and standards including AS ISO 15489 ‘Information and Documentation – Records Management’.

Customer satisfaction: AusHealth has adopted industry best practice and benchmarked its process against the Australian Standard AS ISO 10002-2006 ‘Customer satisfaction – Guidelines for complaints handling in organisations’.

Modern slavery: AusHealth aligns with all applicable modern slavery laws, statutes and regulations are adhered to including but not limited to the Modern Slavery Act 2018 (Cth).

Data security

AusHealth is committed to protecting the data critical to its business operations, patients, debtors and staff.

We use a modern SFTP architecture that leverages each client’s own identity provider for safe, cloud-based file transfer, and we conduct rigorous annual reviews of our PCI compliance to maintain the strongest possible security posture in a rapidly changing threat landscape.

In alignment with both ISO 27001 and the Essential Eight, our systems and services provide a solid foundation for meeting external regulatory obligations, both legal and contractual, and for satisfying the requirements of our rapidly expanding base of SOCI-classified clients.

All information security measures are developed in line with industry best practice, compliance requirements and client expectations.