How does your practice use the telephone for patient outreach purposes? You should know that what you don’t know can hurt you. Used improperly, your telephones and their corresponding technology can pose a significant threat to your revenue cycle management system.
If your practice uses an automated telephone dialing system, (ATDS), Section 227(b)(1)(A) of the TCPA will be of particular importance to you:
"It shall be unlawful…to make any call (other than a call made for emergency purposes or made with the prior express consent of the called party) using any automated telephone dialing system or an artificial or prerecorded voice… (iii) to any telephone number assigned to a paging service, cellular telephone service, specialized mobile radio service, or other radio common carrier service, or any service for which the called party is charged for the call."
When it comes to violating this particular section of the TCPA, saying you didn’t know about it is not an excuse. You will still be penalized, and the penalties against non-compliance are steep.
Complying with TCPA requirements
To comply with TCPA requirements regarding patient contact, your practice needs to verify three things: First, the identity of the patient receiving the call; second, that you have permission to contact the patient at that specific number with the technology used to generate the call, and; third, if you’re calling a mobile or residential phone.
Not sure if you're complying? You can consult with the usual revenue cycle management companies that might have that legal service in their menu, or you can instead contact eligibility management experts, such as DECO Recovery Management, that will focus on helping you achieve targeted bottom line solutions for your hospital. Get in touch with the latter type of companies to learn how they are assisting healthcare providers like you in addressing these all too common revenue cycle challenges.
You owe it to your practice
What is revenue cycle management to you? If it means a lot, then contacting a company like DECO Recovery Management, that can fill the gaps in your hospital's current revenue cycle management process, should be at the top of your list.
(Source: HELLO? HELLO?: The Telephone Consumer Protection Act, Cell Phones, and You, North Carolina Bar Association, Mar. 24, 2014)
Pete is the Vice President of Sales & Client Services at DECO Recovery Management. He covers the Mid Atlantic region and specializes in Medicaid related topics. It is DECO’s Mission to maximize reimbursement to our clients by leveraging innovative technology, processes and compassionate advocates to provide exemplary service.