• What services do you offer?

Medico provides end-to-end solutions for our clients tailored to the needs of the practice. We provide eligibility verification, claims submission, denial management, insurance and patient A/R follow up, statement generation, contract negotiation and credentialing, robust analytics, charge entry and coding assistance, operational and clinical workflow consulting, compliance management (MU, PQRS, Chronic Care Management), transcription services, and more.

• How do you communicate with practices?

Our clients receive daily emails with status updates regarding what we have submitted and what has been paid or denied. In addition, all of our clients have a dedicated account manager who is available by phone and email.

• How long do you take to respond to client emails?

During business hours we respond to any questions from the practice in less than an hour. After hours and on weekends, response time is within 24 hours.

• Do you offer credentialing services and/or contract negotiation?

Yes, we do all of the paperwork for you for enrollment and re-enrollment with all government and commercial payers. We will also assist you in negotiating your payer contracts to ensure you are being reimbursed for your services at the highest possible level.

• What if your Practice Management software doesn’t interface with my EMR?

Our PM currently interfaces with more than 200 EHR systems and with our open API, we can often build a new interface.

• How can you make us more profitable?

Before we partner with a new practice, we do a full analysis of every aspect—financial, operational, and clinical. We then work with you to correct and monitor any problem areas to maximize efficiency and profitability.

• Who do my patients call when they have a question about their statement?

We receive all of your patient bill-related calls in our Columbia, SC office. If they have any questions we cannot answer without your assistance, we will contact you rather than deferring the patient back to the office.

• Do you have an offshore office?

Yes, our back office is located in Hyderabad, India. All client and patient communication is done in our offices in Columbia, South Carolina and Salt Lake City, Utah. This model allows us to provide your office with vast resources while maintaining great communication and service.

• Who will be my point-of- contact at Medico?

Each of our clients has a dedicated account manager who is their single point-of-contact.

• What are your contract terms?

Unlike many RCM companies who hold practices hostage with long and aggressive contract terms, we offer month-to-month contracts. We are confident in our services and the results we produce. Our clients stay with us because they want to, not because they can’t leave.

• Will you assist us with coding?

Yes. In addition to offering charge entry services, we have certified professional coders review all charts to ensure claims are coded correctly and with the correct modifiers. We also verify that claims are billed at the appropriate level for the services rendered. We will provide feedback to your physicians regarding any necessary documentation improvements.

• What is your refund process?

We will speak with the Insurance company and tried to get the details whether the refund request is correct or not. If the refund request is correct – we will make the attempt to offset the payments with the future payments and communicate the same to the practice. If the Insurance will not accept the payments to be offset – then we will communicate the same to the practice and practice can issue the refund.

• Will we have the access to the billing system?

Yes, we believe in complete transparency. You will have full access to review our work and run reports at any time.

• What reports do we receive?

We provide each practice with detailed reports at regularly scheduled intervals. These reports are tailored not only to the information you want to see, but when you want to see it.

• Will we have someone from Medico onsite for training and “go-live”?

Yes, we provide training for management and staff and will be onsite with your practice for implementation and/or “go-live”.

• How do we send you paper EOB’s and charge slips?

We use a secure and HIPAA-compliant file share system that allows you to easily scan or upload all paper batches directly to us.

• Will you help us with the contract negotiation?

Yes, we have relationships with many payer representatives and will review your contracts and negotiate on your behalf to ensure you are being paid what you should be.

• Do you offer Authorization services?

* Yes, we do offer authorization services as an additional service.

• Which practice management software do you use?

We use AdvancedMD. With more than 20 years in the practice management software industry and more than 21,000 active providers, AdvancedMD has the most robust PM system available today.

• What are your setup fees?

In most cases there are no startup fees.

• Will there be a statement cost?

Yes, we charge $.91 each for paper statements.

• Will you review our 100% of our charts?

Yes, we review each chart to verify that charges have been coded correctly prior to submitting the claim.

• Will you handle the denials management?

Yes, we follow up on all denials regardless of the dollar amount.

• Will you adjust denied claims?

We do make any non-contractual adjustments without obtaining authorization from the practice.

• What if there is a trend of denials – will someone from your end notify us?

Yes, we continually monitor payment trends industry-wide, with individual payers, and with your practice. If there is an issue or area where improvement is possible, we will contact you.

• Do you track underpayments?

Yes, we obtain copies of all of your fee schedules and run regular reports to ensure that you are being reimbursed according to your contract with each payer.

• How do you handle Worker’s Compensation claims and other claims that require paper documentation?

We will submit any required documentation necessary for these types of claims.

• Do you have a preferred collection agency?

Yes, we have a partner based in South Carolina who will handle your patient collections or we will work with the vendor of your choice.

• Do you handle our denied claims?

Yes, we follow up on all denials regardless of the dollar amount.