The Role ofCALL CENTER OUTSOURCING for Healthcare Payers

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Improve customer satisfaction and retention.

Increase recovery of overpayments, delinquencies and invoicing mistakes.

Supplement your service and replicate your brand during peak open enrollment periods.

3x

45Healthcare Financial Management Association

Increase in high deductiblehealth plans (HDHPs) since 2009

Number of patients who wait more than a month to pay medical bills

%

41

40 Million

Number of consumers who do not have confidence that the billed amount is correct

%

Intuit Health Care Check-Up Survey

28 percent of patients can be unsure of whether to pay their doctor or insurance company

Healthcare Feeling the Strain

Typical estimate of people who have outstanding medical bills

Our deep knowledge of the healthcare space and customer-first approach seeks to uncover and manage the source of your customers’ delinquency and work with them to help them understand, validate, and pay their bills. Beyond just collecting what customers owe and improving the performance of your receivables, we strive to:

• Recover provider and member overpayments

• Help members and groups understand their invoices so you get paid

• Improve customer satisfaction and reduce churn

• Replicate your brand experience

Improve Communications and Build Trust in your Brandby Outsourcing Custom Call Centers and Revenue Recovery Solutions.

Meet MichaelMarried, 2 kids, holds multiple jobs.Accesses healthcare insurance through the Exchange.Let his premium lapse because he did not understand payment schedule.

Meet Your Customer

• He’s contacted by a collection agency on behalf of the Payer and they attempt to bring him current so he will have coverage.

• Mike uses credit card to get current as his daughter is ill and needs to see a doctor.

• A few months later his payments lapse again and he loses coverage.

• Mike is very unhappy with his provider and looks for another insurance company in the open market.

Current Experience

• Mike is contacted by an agent who explains the payment schedule to him, helps him plan for his payments and brings him current. He is put on auto pay through his checking account and has no future lapses.

• Mike is happy and continues as a customer.

• Outsourcing partner identifies opportunity to reduce frequency of payment gaps by introducing welcome calls and informational emails for new members and early delinquencies.

Windham Experience

The Windham DifferenceUnlike large collection agencies, Windham provides clients with a relationship-based, boutique experience for customer care and revenue management services, one that offers each client individualized, focused attention. We don’t have out-of-the-box solutions.

That’s why we perform an in-depth, due-diligence process for every client. We make sure that we understand your unique business goals and what drives them. We analyze your customer and delinquency data, performing a root-cause analysis to identify the specific upstream causes to your individualized, downstream issues. Then, we develop a customized plan to resolve the exact drivers of delinquency that are affecting your business.

All of our solutions emphasize:

• Maximizing your revenue recovery

• Achieving a positive experience for customers

• Protecting your company’s brand and image

• Maintaining full compliance

Compliance Initiatives You Can TrustWe know you need a partner who will handle your customer data responsibly and securely. Our comprehensive Compliance Management System touches and monitors every facet of our process, from account-level audits to call monitoring, from voice analytics to routine systems testing. Our data and facility security meets or exceeds the requirements and best practices of:

• FDCPA

• TCPA

• Fair Credit Reporting Act

• Gramm-Leach-Bliley Act

• PCI

• FISMA

• HIPAA

For more information, please contact us at:Windham Professionals, Inc.380 Main StreetSalem, NH 03079

855-311-2665sales@windhampros.comwww.windhampros.com

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