Care shouldn't end at day 120.

When you refer accounts to bad debt, it shouldn’t feel like you’re washing your hands clean of the patient experience. There’s more care to give.

Financial care to match your clinical care.

Your care to patients from access, to admitting, to the bedside, should extend through their financial experience. Give them the encore they deserve.

More or Less?

Does bad debt feel, more or less, like a necessary evil? Is it simply a pragmatic accounting measure? Frame it in a new light: what if bad debt could be something More, for Less?

Bad Debt is living up to its name.

There’s plenty of “bad” going on: the costs, the risks, the hurt to patients and public relations. Explore the alternative that defies what bad debt is known for.

Screen for financial assistance 

Presumptive charity scoring and screening to identify, qualify, and help those in need

 

Deploy text message alerts

 

Reach patients with convenient and interactive notifications to prompt action on a balance or initiate assistance screening

Connect and encourage self-service

 

Interactive voice response (IVR) calls, mailed notifications and live support by trained financial assistance counselors

Engage with empathetic collections 

Accredited staff ensure a patient experience focused on problem solving and dignity

eXtended Care Program

The XCP is a unique configuration of propensity to pay analytics, presumptive charity screening, and responsive communication technologies. Following your organizations internal billing and outreach efforts, this solution screens and engages patients with affordable options to resolve their balance. By coordinating with hospital financial assistance policies, those that need help can get help before being placed with an outside collection agency.

Positioned at day 120 but before incurring the high cost and negative PR of traditional agency collections, the XCP is a non-disruptive program. The maximum duration of patient engagement is only 6-8 weeks. Whether you insource or outsource self-pay, implementation is simple, requiring minimal IT resources. Encore Exchange handles all the heavy lifting.

$0.50 per week subscription includes:

  • Presumptive charity scoring
  • Assessment of accounts based on your financial assistance policy
  • Returned worklists of eligible accounts
  • Outreach to patients via SMS text, interactive voice response (IVR), and mail
  • Management of inbound patient calls to prequalify for financial assistance
  • Empathetic collection agency letters and phone calls that respect your patients’ dignity and preserve your relationship

How far can 50 cents can take you?

Our self-guided collections assessment tool estimates your ROI and potential savings to your organization.

PLATFORM OVERVIEW

THE EXTENDED CARE PROGRAM™ (XCP)

Addressing a pandemic-era revenue cycle.

  • ELIGIBILITY

    Accounts are assessed for presumptive charity qualification. Hospital remains in control of any adjustments as we identify and report accounts that should meet your financial assistance criteria.

  • OUTREACH

    Modern outreach and engagement via first-party SMS text message and IVR alerts. This initial communication notifies all patients of their outstanding balance as your organization’s final and courteous attempt to resolve their account.

  • SEGMENTATION

    Accounts are segmented into categories: those that you adjusted, those that require further qualification or assistance, and those that likely do not qualify for assistance. Workflows and custom communications optimize resource allocations and patient satisfaction.

  • CORRESPONDANCE

    Mailed correspondence advises patients of assistance options or adjustments to their balance, and provide direction for additional requirements that may be needed. Agency letters gently prompt unresponsive patients to take action while still nurturing dialogue.

Our experience speaks for itself

For almost 5 decades, hospitals have used Encore Exchange to improve collections, enhance the patient experience, and reduce bad debt. From rural and community hospitals to larger IDNs, solutions are configured for a focused impact while supplementing the organization’s existings resources.

$7 Billion

Collected in the active AR, reducing
Bad Debt, and keeping costs low.

48 years

Focused specifically on communications, self-pay  & financial experiences.

125 Million Patients

Entrusted to Encore Exchange for communications and financial care.

Testimonials

Customer Feedback

  • “Encore Exchange/CCi just works. I tell everybody, it is the only revenue cycle solution I have had that consistently performs the way it's supposed to.”

     

    Jeff Sherman

    Director, Patient Access & Patient Financial Services

    Tallahassee Memorial HealthCare

  • “We implemented Encore Exchange services within 30 days from the date the agreement was signed as a result of solid system integration and great teamwork.”

     

     

     

    Director, Revenue Cycle

    A Midwest Community Hospital

  • “The scoring and segmentation strategies from Encore Exchange have increased the efficiency and effectiveness of our collection efforts while keeping our costs budget neutral.”

    Director

    Patient Accounts

  • “The attention to detail and the passion is amazing. From the staff in the mail room to those on the phones, everyone is committed to the company and the part they play to make it a success.”

    Assoc. Vice President

    Revenue Cycle

  • “The attention to detail and the passion is amazing. From the staff in the mail room to those on the phones, everyone is committed to the company and the part they play to make it a success.”

    Assoc. Vice President

    Revenue Cycle

  • “We were able to cut collection costs in half and provide better customer service with Encore Exchange.”

     

     

    Director

    Patient Financial Services