- What information do I need to send to TSC when I send an account for collections?
- How do I send accounts to TSC?
- Do you have a minimum balance requirement on accounts I can send TSC?
- Is it required that I furnish TSC with the date of birth and/or Social Security number of the individual who owes the bill?
- Does TSC report accounts to the credit bureaus?
- When does TSC report an account to the credit bureaus and how long does it stay on the consumer’s credit?
- I have heard that medical collection accounts don’t affect people’s credit. Is this true?
- What do I do when I receive a payment in my office on a collection account?
- What do I do if the debtor calls me about their bill after I have sent the account to TSC?
- What do I do if the debtor sends me new insurance information and asks me to bill it?
- I have heard that some collection agencies can be very aggressive. How will you handle my patients?
- What if I am having issues connecting to @Client Services?
1. What information do I need to send to TSC when I send an account for collections?
One of the biggest obstacles encountered in collections is contacting the debtor. Therefore, the more information you can give us, the more successful we will be.Below is the information we are requesting from you when you send us an account for collections, and we require the bolded items before we can accept an account for collections:
- Debtor name
- Debtor address (if bad, then the last known address)
- Date of delinquency (last date of service)
- Amount owed
- Your account or reference number
- Patient name (for healthcare debts)
- Contact telephone numbers for debtor and spouse (all known numbers)
- Date of birth for debtor and spouse (if available)
- Social Security Number for debtor and spouse (if available)
- Places of employment for debtor and spouse (if available)
- Account history (ledger)
- Pertinent notes (balance due to deductible, insurance denied, insurance no longer in effect, etc.)
- Debtor e-mail address
2. How do I send accounts to TSC?
Many of our clients send accounts to us on paper or via facsimile.We encourage our clients to take advantage of several electronic means to submit their accounts for collections. This includes placing accounts for collections through @Client Services, which is accessed through our web site. This is very simple and accounts are set-up immediately.Collection accounts can also be forwarded to us by electronic file through our FTP site, or sent via secure e-mail.We are very flexible and work with our clients to develop the very best method possible for account referral. Please speak with your account representative about what will work best for you.
3. Do you have a minimum balance requirement on accounts I can send TSC?
Yes. The minimum balance account we accept is $25.
4. Is it required that I furnish TSC with the date of birth and/or Social Security number of the individual who owes the bill?
Here are a few reasons why it is important for you to obtain a patient’s Social Security number and in turn, furnish that information to TSC.With identity theft being a major concern in today’s times, many consumers are apprehensive about providing their Social Security number. Though this concern exists, Social Security numbers are in the same category as other identification information; such as the individual’s name, address, and date of birth. In an effort to curb identity theft, and realizing that health insurance information is a big target for identity thieves, the Federal Trade Commission, in 2007, unveiled what they call the “Red Flags Rule.” The Red Flags Rule requires all creditors, including certain health care entities, to collect Social Security numbers as proof the patient is the person he or she says they are. If patients do not have the required documentation, that raises a red flag.By collecting and furnishing this information to TSC, this will enable us to positively identify the consumer, collect the debt and help curb identity theft.
5. Does TSC report accounts to the credit bureaus?
Yes. We report to Experian, Equifax and Trans Union.
6. When does TSC report an account to the credit bureaus and how long does it stay on the consumer’s credit?
We report new accounts to the credit bureaus once they have been in our system for 31 days. However, if a consumer pays their account in full during this initial 31 day period, their account will never be reported to the credit bureaus.If the account remains unpaid, after this initial 31 day period, then it is reported to the credit bureaus. Accounts can remain on the consumer’s credit report for up to seven (7) years from the date of delinquency.
7. I have heard that medical collection accounts don’t affect people’s credit. Is this true?
This is false.When we report an account to the credit bureaus, regardless of the nature of the debt, it’s listed on the consumer’s credit report as an unpaid collection account. This effectively lowers the consumer’s credit score.This may not prevent the consumer from obtaining some credit, but they will pay a higher interest rate and may be denied employment, insurance and mortgage loans.
8. What do I do when I receive a payment in my office on a collection account?
You should report the payment to TSC as soon as possible. It is very important that we update the balance in our system, especially if the account is paid in full. This will stop any further communication with the debtor, allow us to update their credit report with the credit bureaus and possibly even prevent the account from being reported against their credit report.To report a payment, either e-mail our customer service representative at support@tscarsolution.com, or call our office at 760-757-0750, ext.101. You can also post or report payments and adjustments through @Client Services. Please contact your sales representative for instructions and training.
9. What do I do if the debtor calls me about their bill after I have sent the account to TSC?
Our experience has shown that the best procedure is to keep the collection efforts consistent and in one place. Therefore, we recommend that you tell your customer that their account is now in collections and it is out of your hands. Tell them they need to contact TSC and speak with their account representative about their account and any issue they may have.Remember, many times the debtor will call you only after they have heard from us. Our first demand was probably for the balance in full, so they may be trying to work out a “better deal”, which will undermine our efforts to collect the account.Please refer these debtors back to TSC. The direct line for debtors to call is 760-681-5100. They can also pay on-line if they do not want to speak to a person by going to www.paytsc.com.
10. What do I do if the debtor sends me new insurance information and asks me to bill it?
In most cases you have probably billed the patient numerous times before you ever sent their account to TSC. Generally you are under no obligation to bill this new insurance for them. However, you can choose to do so, but be aware of filing deadlines. Regardless of good intentions and legitimate reasons for the non-timely filing of a claim, insurance companies may still deny payment and prohibit you from billing the patient.
If the claim is still timely and you believe it should be billed, then let TSC know and we will place the account on hold and prevent it from being reported to the credit bureaus. We will not contact the patient during this period. Simply e-mail our customer service representative at support@tscarsolution.com, or call our office at 760-757-0750, ext.101 to place the account on hold.
You can also make this type of request through @Client Services. Please contact your sales representative for instructions and training.
If timely filing is potentially an issue, our experience has shown that the best procedure is to tell your customer that their account is now in collections and it is out of your hands. Tell them they need to contact TSC and speak with their account representative.
Because of timely filing concerns, we will explain to them that once they pay their balance in full, we will be happy to see that their new insurance is billed. We will further explain that when and if their insurance pays our client, they will get a refund of the principal balance they paid to TSC.
11. I have heard that some collection agencies can be very aggressive. How will you handle my patients?
Since we specialize in healthcare collections, we have expert medical collectors assigned to these accounts. TSC medical collectors understand the nature of the debt they are collecting and are trained how to handle patients and their concerns. Many of our physician clients may want to see these patients again and want them handled professionally. All TSC collectors are trained on proper and respectful collection techniques and compliance with state and federal collection laws is monitored and compliance is maintained.Every TSC collector must sign the American Collectors Association Collector’s Pledge. The following is this pledge:
- I believe every person has worth as an individual.
- I believe every person should be treated with dignity and respect.
- I will make it my responsibility to help consumers find ways to pay their debts.
- I will be professional and ethical.
- I will commit to honoring this pledge.
12. What if I am having issues connecting to @Client Services?
@Client Services is a web based application which requires Internet Explorer 8 or higher to run properly. Click here to upgrade to the most recent version of Internet Explorer. If you are still experiencing problems connecting, please call our office at 760-757-0750. Select option 2, then option 2 again for @Client Services support, or email support@tscarsolutions.com.