CLIENT FAQ

The questions below are for general purposes only. If you do not find the information you are looking for or need to speak with someone in our office, please contact us at (601) 933-2520 and we will be happy to assist you.

Q. I just got my statement for last month. How do I know if I owe you money?

A. Look at the bottom of the statement for the box labeled “Please Remit to Agency.” If there is an amount in this box, this is the amount that you owe. If the box is empty, you do not owe anything for this statement.

Q. How do I report payments to you?

A. You may report payments to HFS via fax, email, telephone, or electronic payment files.

Q: When is it appropriate for us to recall an account that we have placed with you?

A: Typically, accounts should not be recalled after they have been placed with HFS. However, if an account was turned to us in error, or if there is an extremely special situation, contact our Client Services department to review the account for return.

Q: Which accounts are reported to the credit bureaus?

A: HFS reports accounts that have balances of $25.00 and above that have not been paid out within 30 days of listing in our office. The accounts are reported to Equifax, TransUnion, and Experian.

Q: Can we remove an account from the patient’s credit report? How do we do that?

A: Normally, we do not remove accounts from a patient’s credit file once they have been reported. However, if there is a special case, contact our Client Services department to request the removal. The credit removal request is processed electronically in our office.

Q: Can we legally turn Medicare and Medicaid accounts over for collections?

A: Yes. If there is a balance left over after Medicare has paid or denied, or after Medicaid has denied, that balance is collectible.

Q: What information do we need to send you when turning accounts over for collection?

A: Usually, the more information you can send us, the better our chances for collecting the account. The minimum information needed is the patient’s name, social, and date of birth; the guarantor’s name and social; the current mailing address, home phone number, place of employment, date of service, your account number, and balance of the account.

Q: We have a patient that we can’t contact. Can we send his or her account over to you?

A: Yes! HFS has access to powerful skip tracing tools, and our collections staff is skilled in many of the latest skip tracing techniques. We offer this service at no extra charge to the client as part of our regular collection activities.

Q: What do you do if the patient has filed bankruptcy?

A: Once notified of the bankruptcy, we verify the status of the bankruptcy. While pending, the accounts are held and we do not contact the patient. Once the account has discharged, the accounts included in the bankruptcy are canceled and reported to the credit as under bankruptcy. The accounts not under the bankruptcy are then available to be worked. If the bankruptcy is dismissed, collection efforts on all accounts are resumed.

Q: How soon can you sue a debtor after we send the account to you?

A: By law, we must give the debtor thirty days in order to validate or dispute the bill before legal action can be initiated.

Q: How many collectors do you have?

A: HFS maintains a staff of about 25 full time collectors and 9 part time collectors who work nights and evenings.

Q: Do you do non-medical collections?

A: Yes. While a majority of our business is medical collections, HFS is also experienced in collecting non-medical accounts such as past due utilities (i.e. water bills), unpaid traffic tickets and court fines, and returned checks.

Q: How long do you work accounts before giving up on them?

A: This actually depends on several factors, including the age and balance of the account. Extremely small balances are typically worked less time than larger ones.

Q: Can you collect accounts on debtors who live in other states?

A: Yes. HFS is licensed to collect in Mississippi, Louisiana, Arkansas, Missouri, Texas, Alabama, and Georgia.

Q: What is the difference between contract billing and collections?

A: Contract billing is often considered early outs or secondary billing. The billing department is focused on customer service and aiding patients in finding a way to pay their bills in a timely manner. These accounts are handled gently and are not reported to the credit bureaus. Bad debt collection accounts are typically older, and the debtor may have shown a reluctance to pay. These accounts are handled more aggressively, are reported to the credit bureaus if unpaid, and may be sued if the patient is judged able to pay but refuses to do so.

Q: What associations are HFS affiliated with?

A: HFS is a member of the American Collectors Association, the National Healthcare Collectors Association, and the Jackson Chamber of Commerce.

Q: What methods of payment do you accept?

A: HFS accepts cash, money order, check, check draft by phone, Visa, and MasterCard.

Q: What is the minimum balance you will accept for collections?

A: $10.00 is typically the minimum balance we can accept.

Q: How do we send our accounts to you?

A: Accounts may be sent to us manually by mail or fax, or electronic turning of accounts can be set up.

Q: I need a special report. Can you create it for me?

A: Absolutely! HFS uses Report Writer from Ontario Systems and Crystal Reports to create powerful customized reports for our clients. Just tell us what information you need, and we can work with you to create the report.