Getting to Know the Patient Services Department

Patient Services Manager: Nikki Petersen

Our patient services department at Experity handles a variety of calls to help our clients resolve their patient accounts receivable. We speak with patients, insurance companies, clinic staff for a broad range of topics on behalf of our clients. Our goal is for the patient to feel heard and understood while getting their billing questions answered and we try to be an extension of the urgent care that they recently visited. We strive to help our callers better understand their benefits by educating them along the way as well.

Our most common call type is patient education around their balance. When insurance applies part of the balance to the patient’s deductible, co-insurance, or copay, patients may call because they don’t understand why they are receiving a statement. We explain to the caller how their insurance processed the visit and why there is a remaining balance. If the patient is disputing the balance, our team reviews the explanation of benefits (EOB) with the caller to ensure the claim was filed correctly and help the caller with their next steps.

Once the patient is looking for solutions on paying their balance our team works with the caller to come up with options that works best for their financial situation and follows the directive we have received from the client.

Another common call is when the patient did not provide the correct insurance at the time of service and that needs to be updated. Our team collects the necessary information and runs eligibility (when available) to ensure the claim will be filed correctly. Our staff is well versed in what is needed for commercial and government payers for the claims to process successfully.

We will provide registration trends to our clients as well to improve the patients experience and reduce the number of claims that need to be resubmitted for clerical errors during the registration process. Our most common feedback is utilizing the eligibility and patient documents to find those errors and correct them while the patient is still in the office.

We strive to continue to provide top notch customer service to all our callers and our goal is for our callers feel like we are an extension of the practice they chose to utilize for their urgent care needs.

Our team is available to serve our clients patients, Monday through Friday from 8am to 7pm CST (depending on the time zone of the client).

• Eastern 8:00 am to 4:00 pm CST
• Central 8:00 am to 5:00 pm CST
• Mountain 9:00 am to 6:00 pm CST
• Pacific 10:00 am to 7:00 pm
• Hawaii 12:30 pm to 7:00 pm

Except for major holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day.

Callers have several options for payment of their balances. They can speak with a representative, utilize any online payment options set up by the client, or they can use our automated phone system (24 hours a day/7 days a week) to make their payment.

We understand that the patients time is valuable. Our callers have options while they are waiting to speak to a patient service representative depending on their needs. They can save their place in line and our phone system will call them back so the patient can move on with their day, the call is generally returned within the hour. They can also leave a voicemail that our team will return within 24-48 hours, this is a good option if the patient is requesting something (statement, receipt, updated insurance information).

We are also here to help clinical staff answer questions that patients might have that are in the office or contact the clinic another way. Clinical staff can contact us via email or via phone. We have a direct number set up for clinic staff only, so the call is routed to the best representative to answer their questions. Clients can reach our Client Helpdesk by calling 866-598-0009. The Helpdesk is open from 8:00 am to 7:00 pm CST. You can also provide the patient with your dedicated billing phone number found in the practice management system.

For less urgent requests, the clinical staff can email us at patient.services@experityhealth.com. This will open a billing support ticket and we will respond within 1-2 business days.