Frequently Asked Questions
Why should I consider outsourcing all or a portion of my Patient Financial Services department?
No industry is more complex than healthcare. And no aspect of healthcare is more complex, time-consuming and confusing than billing and collections.
For decades, hospitals have been outsourcing non-mission-critical operations like Dietary, Housekeeping, Maintenance and Bio-Medical Engineering to companies who specialize in these arenas. What function is more critical to a hospital’s success – and in some cases, survival – than converting accounts receivable to cash? Patient financial processes have become so complex, and the payor environment so contentious, that using an expert in Patient Financial Services is a virtual necessity.
Does Citadel Outsource Group provide its services on-site or off-site?
Both. We have the resources and infrastructure to provide all our services remotely. However, whether providing Full or Partial Outsourcing, we will always maintain a presence at your facility. This can range from clerical support to a Director level executive depending upon the size and complexity of the project. In no case do we infringe upon the personnel of the hospital.
How does Citadel access my accounts receivable?
We use state-of-the-art technology to interface remotely with your existing information system, utilizing frame relay, VPN, or point-to-point T-1 connectivity. Direct connection to your information system eliminates the need for time-consuming data export. It also allows you to monitor Citadel activity on a real-time basis. Most costs associated with remote connection are absorbed by Citadel Outsource Group.
What are the typical responsibilities of Citadel versus my hospital?
Under Full or Partial Outsourcing, you retain responsibility for Admitting/Registration, Case Management/Utilization Review, Charge Capturing, Chargemaster and all Medical Records/HIM functions. You also continue to maintain the information system and electronic claims billing system. Citadel’s responsibilities begin with final bill drop and initial claim submission, through the final resolution of the account balance, including referral to collection agencies.
Why should I consider Citadel Outsource Group for my outsource needs?
Citadel Outsource Group offers expertise designed to increase patient cash collections. From day-to-day Patient Financial Services functions, to the more complex aspects of managing accounts receivable – managed care contract payment issues, new billing requirements, reducing bad debt expense, and denials management – we build the relationships necessary to convert your Net Revenue into cash!
With more than fifty years of combined healthcare experience, both in hospital settings and in the outsourcing field, Citadel’s founders offer a unique combination of skills, insight and experience that few, if any, outsource companies can match.
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