UCB Overview


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UCB Overview

  1. 1. Breakthrough Performance January 2009 Proprietary and Confidential This information is not to be copied or otherwise utilized without the written consent of UCB, Inc. Above and Beyond the Call Above and Beyond the Call
  2. 2. UCB Overview <ul><li>UCB founded in 1959 </li></ul><ul><li>Headquarters - Toledo, Ohio </li></ul><ul><li>Over 1,000 associates in 9 call centers </li></ul><ul><li>49 years serving Healthcare clientele </li></ul><ul><ul><li>With relentless passion </li></ul></ul><ul><li>Privately held corporation </li></ul><ul><li>Active participants & supporters of: </li></ul>Above and Beyond the Call
  3. 3. Our Principles Above and Beyond the Call
  4. 4. One Source Partner Modular Self Pay Insurance Follow-up Denials Customer Service Pre-Registration Modeling - Scoring Skip Tracing Legal Intervention Repair Reg. Data Uncover Insurance Medicare, Medicaid Commercial One Touch Follow-up Decisioning Tool Automate Charity Payment Scoring Patient Pay Analytics Above and Beyond the Call S elf Pay Scoring R evenue Cycle Outsourcing E arly Out P ayer Search M edicaid Eligibility B ad Debt
  5. 5. Long Term Partnerships Above and Beyond the Call
  6. 6. Work Flow Process Auto Load Accounts Scrub NCOA Skiptrace Waterfall Account Scoring Phase 1 Phase 6 Phase 5 Phase 4 Phase 3 Phase 2 Phase 7 DN Notice Assign Inventory Outbound Calls Identify Insurance Letter Drop Dialer Contacts Skip Tracing Medicaid Eligibility Litigation Final Noticing Close & Return Credit Bureau Legal Screen Payment Plans Legal Contact Dialer Messaging Billing of Insurance Payment Negotiation Payment Promises Performance is monitored continuously in all phases Reconcile Reporting Remittance Analysis Above and Beyond the Call
  7. 7. Collection Strategy <ul><li>Division of Inventory </li></ul><ul><ul><li>Accounts are strategically placed with our Account Representatives to maximize collection opportunities </li></ul></ul><ul><li>Patient Contact </li></ul><ul><ul><li>All Account Representatives seek payment-in-full within the first 30 days </li></ul></ul><ul><ul><li>Collectors utilize ACA approved talk offs </li></ul></ul><ul><li>Automatic Credit Bureau </li></ul><ul><ul><li>Online access to all credit bureau reporting agencies (Experian, TransUnion, Equifax) </li></ul></ul><ul><ul><li>Real time access to E-Oscar to respond to all disputes </li></ul></ul>Above and Beyond the Call
  8. 8. Dedicated Team Approach Collection Team Customer Service Collection Supervisor Executive Manager IT Contact Above and Beyond the Call Our approach is focused on performance at every touch point Account Representative
  9. 9. Controls and Protection <ul><li>Client satisfaction is a continuous major driving factor in all our client relationships. The following standards are constantly met: </li></ul><ul><ul><li>Code of Conduct - Highest professional standards and within the guidelines of the FDCPA and all other federal, state and local laws </li></ul></ul><ul><ul><li>Compliance with HIPAA, Local, State and Federal Laws - Complying with all regulations is a condition of employment </li></ul></ul><ul><ul><li>Zero Tolerance Rule - UCB collectors must adhere to all policies and procedures </li></ul></ul><ul><ul><li>Financial Procedures - Accurate & secure financial controls </li></ul></ul>Above and Beyond the Call
  10. 10. Hiring and Staffing <ul><li>Hire only “cream of the crop” </li></ul><ul><li>Interested in collectors with a verifiable record of compliance and performance excellence </li></ul><ul><li>Hiring consideration: </li></ul><ul><ul><li>Application Screening </li></ul></ul><ul><ul><li>NCC Technologies Personality Profile Assessment </li></ul></ul><ul><ul><li>Employment and Background Checks </li></ul></ul><ul><ul><li>Drug Testing </li></ul></ul>Above and Beyond the Call
  11. 11. Training <ul><li>UCB’s Learning Institute of Excellence </li></ul><ul><li>American Society for Training & Development’s (ASTD) methodology and principals </li></ul><ul><li>Learning tools: </li></ul><ul><ul><li>CollectorTalk!™ interactive simulation </li></ul></ul><ul><ul><li>Bridgefront web based learning </li></ul></ul><ul><li>Programs are extensive and involve three (3) phases of intensive instruction </li></ul><ul><ul><li>Assessment, baseline, on-going training </li></ul></ul><ul><li>Customized client specific training </li></ul>Above and Beyond the Call
  12. 12. Compliance <ul><li>HIPAA Compliance </li></ul><ul><ul><li>Full compliance with standards and requirements of the Health Insurance Portability and Accountability Act </li></ul></ul><ul><li>Director of Compliance </li></ul><ul><ul><li>Responsibilities include: awareness and compliance for all state and federal regulations (FDCPA) </li></ul></ul><ul><li>Compliance Training </li></ul><ul><ul><li>Representative training and testing ensures complete comprehension 100% pass rate is required </li></ul></ul><ul><li>Administrative Compliance </li></ul><ul><ul><li>Licensed in all 50 States and fully bonded and insured through the ACA </li></ul></ul>Above and Beyond the Call
  13. 13. Quality Monitoring <ul><li>Total Quality Expected with Every Patient Contact </li></ul><ul><li>On Going Auditing </li></ul><ul><ul><li>Performance Protection </li></ul></ul><ul><li>Quality Control Checks </li></ul><ul><ul><li>Analysis of Inbound Call Service Levels </li></ul></ul><ul><ul><li>Collector Production Reports </li></ul></ul><ul><ul><li>Evaluation of the Actual Quality of Work Performed on Each Account </li></ul></ul><ul><li>Internal Compliance Control Audits </li></ul><ul><li>Telephone Monitoring & Recording </li></ul><ul><li>Complaint Tracking & Resolution </li></ul>Above and Beyond the Call
  14. 14. Performance Technology <ul><li>Collection System Technology </li></ul><ul><ul><li>License to develop from the source code </li></ul></ul><ul><ul><li>On-going customization of the CUBS software </li></ul></ul><ul><ul><li>Integrated payment recordation and processing </li></ul></ul><ul><li>Dialer Technology </li></ul><ul><ul><li>400 dialer seats </li></ul></ul><ul><ul><li>Inbound, outbound and blended modes </li></ul></ul><ul><ul><li>Outbound automated messaging campaigns </li></ul></ul><ul><ul><li>Applications fully integrated with UCB/CUBS collection system </li></ul></ul><ul><li>Recording Technology </li></ul><ul><ul><li>Verint (formerly Witness) Impact 360 Enterprise </li></ul></ul><ul><ul><li>Fully integrated into telephony systems </li></ul></ul><ul><ul><li>Advanced searching technology </li></ul></ul>Above and Beyond the Call
  15. 15. Peace of Mind Security <ul><li>ISO 27002 11 Domain Criteria Certified </li></ul><ul><ul><li>Asset Management </li></ul></ul><ul><ul><ul><li>Data Handling, Encryption standards, and compliance policies and audits for information and data transfers. </li></ul></ul></ul><ul><ul><li>Physical Security </li></ul></ul><ul><ul><ul><li>Proximity access control system for all sites with 24/7 Security monitoring </li></ul></ul></ul><ul><li>Best-in-Class” technical support 24/7/365 </li></ul><ul><li>Security protected information systems </li></ul><ul><ul><li>CISCO Firewall, Encryption-SSL technologies, dual-layered security </li></ul></ul><ul><ul><li>Virus protection systems, Internet filtering security </li></ul></ul><ul><li>Fully redundant System Guaranteed Availability </li></ul><ul><li>Disaster planning – business continuity </li></ul><ul><ul><li>Sunguard Availability Services </li></ul></ul>Above and Beyond the Call
  16. 16. Accurate Reporting <ul><li>Complete month end Inventory reconciliation </li></ul><ul><ul><li>Complete listing of all open accounts </li></ul></ul><ul><li>Acknowledgement report </li></ul><ul><ul><li>Confirms assignment of accounts with a detailed listing of the batch and includes name; account number; balance due </li></ul></ul><ul><li>Cancel and return </li></ul><ul><ul><li>Listing of account closed with an explanation of the reason for cancellation </li></ul></ul><ul><li>Performance report </li></ul><ul><ul><li>Report detailing monthly number and dollars placed and cumulative collections to date </li></ul></ul><ul><li>Age analysis </li></ul><ul><li>Legal inventory and progress </li></ul><ul><li>Contact and action statistics </li></ul><ul><li>Real time web access </li></ul>Above and Beyond the Call
  17. 17. Reliable Implementation
  18. 18. Sustaining Advantages Passionate dedicated team Intelligent portfolio management Reliable delivery on promises Accountable security safeguards Innovation driven solutions Maximum financial returns Above and Beyond the Call