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PCI Compliance – Securing Patient Data & Patient Payment Options

CardChoice International Registered ISO/MSP of BMO Harris Bank, Chicago, IL Trusted Advisor to:

• American Medical Billing Association• Practice Management Institute• HealthPac• NYSSCPA• New Jersey Association of Osteopathic Physicians and Surgeons

Presented by: Ray McGrogan

CardChoice InternationalCEO

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Zero cost credit card processing Gain a better understanding of Payment Card Industry compliance Data breach statistics and examples Basic fixes to start securing your practice Healthcare statistics as they relate to patient payments Implementing a Credit Card on File program and other optionsMobile Statement Payments Interactive voice response (IVR)

Overview

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Email from an office manager

Good Morning All,

After reviewing our needs as a practice with regard to the credit card processing, I have decided to forgo the payment gateway on the website at this time. I met with my key staff and found that we can accommodate our needs to facilitate patient payments.

Thank you for the time and effort spent in putting this together.

We can proceed with our website design.

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Zero CostCredit Card Processing

Keep 100% of every credit card sale by passing on card fees to your patients

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Merchants cannot surcharge before Jan. 27, 2013. Merchants are required to notify Visa and their acquirer 30 days prior to surcharging. Surcharging applies only to credit transactions in the U.S. and U.S. territories. Debit and prepaid cannot be surcharged.

100% bottom line deduction on credit card acceptance!

Increased Profit

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Reduce Your Credit Card Cost To Zero

Zero Cost. Keep 100% of every credit card sale by passing on card fees to your customers. When you sell $100, you receive $100.

Fully Compliant TechnologiesTurnkey solutions are compliant with the rule and regulations so you are automatically covered.

Customer Friendly. Technology passes on the fee for credit card transactions. Customers can always choose debit card, check, or cash as a no-fee option.

Comprehensive. Process every type of transaction including payments made in person, in the office, and online.

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New Rules. New Solution.Accept credit cards at 0% cost.

• The Rules• The merchant must be registered with the card brands.• The merchant must inform their customers of the credit card fee

with appropriate signage at the store entrance (if applicable) and at the point of sale.

• The amount of the credit card fee must not exceed 4%, and the merchant must not profit from the credit card fee.

• The credit card fee and the price of the product or service must be processed together as one transaction.

• The receipt must show the amount of the credit card fee as a separate line item.

• The merchant must not apply a fee to debit cards.• All transactions allowed, Retail, Phone Orders and eCommerce• Below is the link to Frequently asked Questions• https://usa.visa.com/dam/VCOM/download/merchants/surcharging

-faq-by-merchants.pdf

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Companies can surcharge credit cards in 45 states

Not yet available in CO, CT, MA, OK, and KS, but this is expected to change.

In 2018 California and Texas declared the “no-surcharge law” unconstitutional.

Surcharging gained more momentum after NY Court of Appeals ruled that merchants can include a credit card surcharge and still comply with NY General Business Law Section 518on January 8, 2019.

New York and Maine require additional surcharge disclosure: merchants must show both the cash price and the credit card price.

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The marketplace is trending in this direction

Without surcharging technology, merchant costs will keep going up According to the Wall Street Journal, major

credit card companies are increasing a range of fees that merchants will pay to process transactions.*

Interchange for rewards cards has increased 24% since 2005.

* Andriotis, AnaMaria, (2019, February 15), Purchases with Plastic willget costlier for merchants – and consumers, Wall Street Journal,retrieved from https://www.wsj.com/articles

https://usa.visa.com/dam/VCOM/download/about-visa/visa-rules-public.pdf

Link to Visa Rules

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These industries are already passing fees on to their customers: Auto repair shops Medical offices Daycare Contractors Funeral homes Parking garages Retail

eCommerce Wholesale distributors Accounting firms Law offices Pizzeria Sporting goods Don’t see yours? Call us.

Many industries can benefit from surcharging

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Cost to your patients?

• Your practice or intuition cannot charge more than they are being charged by their credit card processor

• Industry surcharge averages are around 3.50%• Patient copay of $50.00, the surcharge would be

$1.75• Cost to the practice is only on debit, pre paid and

HSA / FSA 1% + $.0.25

• Surcharging vs Cash Adjustment or Cash Discount

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Assessing Your Risk Tolerance

Who’s Risk is it Anyway?

PCI Breaches Can Be CostlyFines Up To $500,000

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Closing The Door on Data Risk

The door is never 100% closed

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What is PCI Compliance?PCI stands for Payment Card Industry. The PCI security standards are technical and operational requirements set by the PCI Security Standards Council to protect cardholder data. The standards apply to all entities that store, process or transmit cardholder data – with guidance for software developers and manufacturers of applications and devices used in those transactions.

Who Needs To Be Compliant?

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HIPAA vs PCI ComplianceThe Council is responsible for managing the security standards, while compliance regulations are enforced by the founding members of the Council - American Express®, Discover Financial Services®, JCB International®, MasterCard Worldwide® and Visa Inc®.

PCI-DSS ComplianceSecurity Regulations Set By

PCI Security Standards CouncilPrivate Industry

HIPAA ComplianceSecurity Regulations Set By Health & Human Services

Government Communities

Enforced by OCR Enforced by Card Associations

Compliance is a documented risk assessment and management plan

Technical requirements explicitly outlining the necessity for processes

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One Way of Thinking About PCI Assesment

Pilots perform a preflight assessment before takeoff, but are constantly monitoring systems during flight and prepared with written procedures in the event of a failure.

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What Assesment Level (Size) Merchant Are You?There are four PCI compliance levels and their compliance requirements vary. Merchants areassigned to a level based on their combined transaction volume — including credit, debit and prepaid cards — over a 12-month period. The four levels (from fewest to most transactions) and their requirements are: Merchants with externally facing IP addresses must perform quarterlynetwork penetration scans to achieve compliance.

Level 4: Small businesses that process less than 20,000 eCommerce transactions. All otherbusinesses that process up to 1 million transactions annually. Level 4 businesses must completean annual risk assessment using the appropriate PCI Self-Assessment Questionnaire (SAQ).Quarterly PCI scans, administered by an approved scanning vendor, may also be required.

Level 3: Mid-sized eCommerce companies that process between 20,000 and 1 million transactions annually — fall into this level. Level 3 companies are required to complete an annual risk assessment using the appropriate SAQ. Quarterly PCI scans, administered by an approved scanning vendor, may also be required.

Level 2: Level 2 companies conduct between 1 million and 6 million transactions yearly.

Level 1: “Big box” stores and major corporations are Level 1 companies, which are defined as having a minimum of 6 million transactions per year

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12 Requirements For PCI-DSSThe PCI Data Security Standard is the global data security standard that any business of anysize must adhere to in order to accept payment cards. It presents common sense steps thatmirror best security practices.

Goals PCI-DSS Requirements

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Example of Good PasswordsComplex passwords don’t have to be complicated

WHY Is It Important For Your Practice To Be PCI Compliant?

2017 Data Breaches – Identity Theft Resource Center

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WHY Is It Important For Your Practice To Be PCI Compliant?

2017 Data Breaches – Identity Theft Resource Center

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Of the 940 breaches attributed to hacking, 21.4 percent involvedphishing and 12.4 percent involved ransomware/malware

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Healthcare Industry Accounts for 23.7% of 2017 BreachesTop 25% of 2017 Healthcare Breaches

ITRC Breach ID Company or Agency State Breach Category Exposed # of RecordsITRC20170327-02 Commonwealth Health Corporation / Med Center Healt AL Medical/Healthcare 697,800ITRC20170608-02 Airway Oxygen, Inc. / Purity Cylinder Gases, Inc. MI Medical/Healthcare 497,020ITRC20170728-03 Women's Health Care Group of PA, LLC PA Medical/Healthcare 300,000ITRC20170324-02 Urology Austin, PLLC TX Medical/Healthcare 279,663ITRC20170815-01 Pacific Alliance Medical Center CA Medical/Healthcare 266,123ITRC20170120-15 CoPilot Provider Support Services, Inc. NY Medical/Healthcare 221,178ITRC20171018-09 Patient Home Monitoring Corp. LA Medical/Healthcare 150,000ITRC20171003-03 Arkansas Oral & Facial Surgery Center AR Medical/Healthcare 128,000ITRC20170830-09 McLaren Medical Group / Mid-Michigan Physicians Ima MI Medical/Healthcare 106,008ITRC20170501-08 Harrisburg Gastroenterology Ltd. PA Medical/Healthcare 102,600ITRC20170306-05 VisionQuest Eyecare IN Medical/Healthcare 85,995ITRC20170303-04 Office of Syed Ahmed, MD, PA TX Medical/Healthcare 79,930ITRC20170130-16 Emory Healthcare GA Medical/Healthcare 79,930ITRC20170830-12 Salina Family Healthcare Center KS Medical/Healthcare 77,337ITRC20170208-02 Stephenville Medical & Surgical Clinic TX Medical/Healthcare 75,000ITRC20170921-08 Morehead Memorial Hospital NC Medical/Healthcare 66,000ITRC20170324-09 Primary Care Specialists TN Medical/Healthcare 65,000ITRC20170404-03 ABCD Pediatrics, PA TX Medical/Healthcare 55,447ITRC20171003-09 Network Health WI Medical/Healthcare 51,232ITRC20170620-01 Torrance Memorial Medical Center CA Medical/Healthcare 46,632ITRC20170509-02 OC Gastrocare (TDO) CA Medical/Healthcare 34,100ITRC20170822-08 St. Mark's Surgical Center FL Medical/Healthcare 33,877ITRC20171208-03 Pulmonary Specialists of Louisville KY Medical/Healthcare 32,000ITRC20170808-16 Sport and Spine Rehab MD Medical/Healthcare 31,120ITRC20171122-03 Center for Health Care Services TX Medical/Healthcare 28,434ITRC20170509-03 Tampa Bay Surgery Center (TDO) FL Medical/Healthcare 25,848ITRC20170208-01 WellCare Health Plans, Inc. / Summit Reinsurance Serv FL Medical/Healthcare 24,809ITRC20171208-08 UNC Health Care / Dermatology & Skin Care Center NC Medical/Healthcare 24,000ITRC20170313-05 Health Texas Provider Network / Dental Heart Group TX Medical/Healthcare 22,562ITRC20171213-02 Franciscan Physician Network of IL / Specialty Physici IL Medical/Healthcare 22,000ITRC20170822-15 Elderplan, Inc. NY Medical/Healthcare 22,000ITRC20170623-05 Cleveland Medical Associates TN Medical/Healthcare 22,000ITRC20170724-10 Blue Cross Blue Shield of Tennessee TN Medical/Healthcare 21,000ITRC20170424-02 Lifespan RI Medical/Healthcare 20,431ITRC20170406-03 Ashland Women's Health KY Medical/Healthcare 19,727ITRC20170303-12 Leo Edwards, Jr. MD TX Medical/Healthcare 19,564ITRC20170905-05 Medical Oncology Hematology Consultants DE Medical/Healthcare 19,203

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Top 25% of 2018 Healthcare Breaches and Breach Count

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0 10 20 30

HACKING/IT INCIDENT

IMPROPER DISPOSAL

UNAUTHORIZED ACCESS/DISCLOSURE

Count of Type of Breach

Name of Covered Entity State Covered Entity Type Individuals Affected Type of Breach Location of Breached InformationMSK Group TN Healthcare Provider 566,236 Hacking/IT Incident Network ServerLifeBridge Health, Inc MD Healthcare Provider 538,127 Hacking/IT Incident Network ServerSSM Health St. Mary's Hospital - Jefferson City MO Healthcare Provider 301,000 Improper Disposal Paper/FilmsOklahoma State University Center for Health Sciences OK Healthcare Provider 279,865 Hacking/IT Incident Network ServerSt. Peter's Surgery & Endoscopy Center NY Healthcare Provider 134,512 Hacking/IT Incident Network ServerBoys Town National Research Hospital NE Healthcare Provider 105,309 Hacking/IT Incident EmailCenter for Orthopaedic Specialists - Providence Medical Institute (PMI) CA Healthcare Provider 81,550 Hacking/IT Incident Network ServerThe Oregon Clinic, P.C. (“The Oregon Clinic”) OR Healthcare Provider 64,487 Hacking/IT Incident EmailMiddletown Medical P.C. NY Healthcare Provider 63,551 Unauthorized Access/Disclosure Electronic Medical RecordChildren's Mercy Hospital MO Healthcare Provider 63,049 Hacking/IT Incident EmailDignity Health CA Healthcare Provider 55,947 Unauthorized Access/Disclosure EmailOnco360 and CareMed Specialty Pharmacy KY Healthcare Provider 53,173 Hacking/IT Incident EmailBlue Springs Family Care, P.C. MO Healthcare Provider 44,979 Hacking/IT Incident Electronic Medical Record, Network ServerAultman Hospital OH Healthcare Provider 42,625 Hacking/IT Incident EmailHolland Eye Surgery and Laser Center MI Healthcare Provider 42,200 Hacking/IT Incident Desktop ComputerATI Holdings, LLC and its subsidiaries IL Healthcare Provider 35,136 Hacking/IT Incident EmailConfluence Health WA Healthcare Provider 33,821 Hacking/IT Incident EmailInogen, Inc. CA Healthcare Provider 29,528 Hacking/IT Incident EmailDecatur County General Hospital TN Healthcare Provider 24,000 Hacking/IT Incident Network ServerNorthStar Anesthesia TX Healthcare Provider 19,807 Hacking/IT Incident EmailOrlando Orthopaedic Center FL Healthcare Provider 19,101 Unauthorized Access/Disclosure Network ServerBarnes-Jewish Hospital MO Healthcare Provider 18,436 Unauthorized Access/Disclosure Network ServerCapital Digestive Care, Inc. MD Healthcare Provider 17,639 Unauthorized Access/Disclosure Network ServerNew England Dermatology, P.C. MA Healthcare Provider 16,154 Improper Disposal Paper/FilmsKnoxville Heart Group, Inc. TN Healthcare Provider 15,995 Hacking/IT Incident EmailBarnes-Jewish St. Peters Hospital MO Healthcare Provider 15,046 Unauthorized Access/Disclosure Network ServerEsther V. Rettig, M.D., P.A. KS Healthcare Provider 13,500 Hacking/IT Incident Desktop Computer, Electronic Medical Record, Network ServerBlack River Medical Center MO Healthcare Provider 13,443 Hacking/IT Incident EmailMedSpring of Texas, PA TX Healthcare Provider 13,034 Hacking/IT Incident EmailFlorida Hospital FL Healthcare Provider 12,724 Hacking/IT Incident Network ServerAthens Heart Center, P.C. GA Healthcare Provider 12,158 Hacking/IT Incident Electronic Medical RecordFondren Orthopedic Group L.L.P. TX Healthcare Provider 11,552 Unauthorized Access/Disclosure Paper/FilmsGuardian Pharmacy of Jacksonville FL Healthcare Provider 11,521 Hacking/IT Incident EmailKansas Department for Aging and Disability Services KS Healthcare Provider 11,000 Unauthorized Access/Disclosure Desktop ComputerCarolina Digestive Health Associates, PA NC Healthcare Provider 10,988 Unauthorized Access/Disclosure Desktop ComputerPrimary Health Care, Inc. IA Healthcare Provider 10,313 Hacking/IT Incident EmailLongwood Orthopedic Associates, Inc. MA Healthcare Provider 10,000 Unauthorized Access/Disclosure EmailElmcroft Senior Living, Inc. TX Healthcare Provider 10,000 Hacking/IT Incident Network ServerUnion Lake Supermarket, LLC NJ Healthcare Provider 9,956 Improper Disposal Other Portable Electronic Device

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2017 Healthcare Tops Breach Incidents By Industry at 27%

*Gemalto – 2017 breachlevelindex.com

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Actual Breach Examples1.4 million patient records breached in UnityPoint Health phishing attack

How it HappenedAccording to the notice, the health system’s business email system was hit by a series of targeted phishing emails that looked like they were sent from an executive within UnityPoint. An employee fell victim to the emails, which gave hackers access to internal email accounts from March 14 until April 3.

What Was StolenThe hacked accounts included protected health information, including names, addresses, medical data, treatment information, lab results and/or insurance information. For some of the 1.4 million patients, their payment card and Social Security number were included in the breach.

Action TakenUnityPoint reset passwords on the compromised accounts, conducted mandatory phishing education for employees, added security tools to identify suspicious emails and implemented multi-factor authentication, officials said,

This was not their 1st breach, Class action suit was filed 2017

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OCR Investigates Banner Health breachHow it HappenedIn June 2016, hackers got into Banner’s payment processing system at 27 locations or their food and beverage outlets, which they used as a gateway into the network and eventually the servers containing patient data. The health data breach exposed 3.7 million patient records and was discovered on July 13, 2016 but an investigation from a third party revealed that the initial breach started on June 17, 2016.

What Was StolenAffected records may have had names, dates of birth, addresses, physicians’ names, dates of service, clinical information, social security numbers, 21,000 credit card numbers and possibly health insurance information.

Action TakenWhile the details are still a bit fuzzy, data security expert Bill Kleyman, maintained that this is a lesson for other healthcare organizations to ensure that they are constantly reviewing where their valuable data is being stored. Furthermore, they need to ensure they know how that data is being protected and where there is access

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Close to 177,000 Patient Medical Records Potentially Affected by Bizmatics PrognoCIS EHR Data Breach

By researching the breach incidents filed to the Office Civil Rights, it appears that data breaches affecting at least six healthcare providers stem from the Bizmatics data server hack, which, according to letters sent to Bizmatics clients, occurred in January 2015. According to the OCR breach portal, those breaches potentially impact the Protected Health Information of 177,000 individuals

List Of Breached Practices Vincent Vein Center - Grand Junction, CO 2,250 patients

Eye Associates of Pinellas - Pinellas Park, FL - 87,317 patients

ENT and Allergy Center - Fayetteville, AK - 16,200 patients

Health Solutions - Easton PA - 19,776 patients

Longevity Institute - Westlake Village, CA - 4,836 patients

Pain Treatment Centers of America (PTCOA) and Interventional Surgery Institute (ISI) Arkansas - 19,397 patients

Source: www.hipaajournal.com/bizmatics-data-breach

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Subcontractor leaks approximately 10,000 patients records at 29 facilities throughout the U.S. and approximately 40 employed physicians

Tenet Health officials said the data was not stolen from its databases, but rather from a company called InCompass Healthcare. Turns out, InCompass disclosed a breach in August 2014, which reportedly occurred after a subcontractor of one of the company’s service providers (24 ON Physicians) failed to secure a computer server containing account information. The Subcontractor was PST Services, a medical billing service.

24 ON PhysiciansThe staffing arm of In Compass Health

PST Services, Inc (a McKesson company)medical billing services, subcontractor for 24 ON

Physicians

Start Securing Your Practice Today With These Basic Fixes

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Tips, Tools and Techniques

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Additional Information/Resources

The PCI Security Standards Council sets the standards for PCI security but each paymentcard brand has its own program for compliance. Specific questions about compliance should be directed to your acquiring financial institution.

Links to payment card brand compliance program include:

• American Express: www.americanexpress.com/datasecurity• Discover Financial Services: www.discovernetwork.com/fraudsecurity/disc.html• JCB International: www.jcb-global.com/english/pci/index.html• MasterCard Worldwide: www.mastercard.com/sdp• Visa Inc: www.visa.com/cisp (U.S.)

Additional information:www.pcisecuritystandards.org

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Patient Payments Are a Growing Problem

2007 2008Source: 2009 McKinsey survey of retail health care consumers

12%

21%

31%

10%

5%

0%

15%

20%

25%

30%

35%

2010

Rapid Growth of Patient Responsibility

Provider collection rates run at 50% to 70% for small-dollar liabilities1

3.3 statements on average before payment is received2

It costs $5 - $20 to collect from patients who do pay 1

1 Source: 2009 McKinsey survey of retail health care consumers2 MGMA

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High Deductible Insurance Plans - Increasing the Patient Portion of Your Revenue

SOURCE: NCHS, National Health Interview Survey, 2010–2017, Family Core component

Percentage of persons under age 65 enrolled in a high-deductible health plan

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What are you doing today to reduce the amount of statements you are sending?

Determine Your Cost of Sending Statements

How Many Statements Do You Send Per Month? 900What is Your Cost to Generate Statements? On Average - $5.00What is Your Average Receivable? $150.00

In this example is costs the practice $4500/revenue cycle to bill $135,000, hoping to collect 50 to 70 percent.

Then the process starts again next month

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The Importance of Providing an Estimate at Point of Service

68 % of consumers willing to pay at point of service by credit / debit card or check, if a good-faith estimate is provided:52% by credit or debit16% by check

Of the 52% agreeing to pay by Credit or Debit card at point of service:25% would pay up to $200 27% would pay $500 or more

52%

16%29%

52% are willing to pay by Credit or

Debit Card

16% are willing pay by check

29% would rather wait for a bill

0%

10%

20%

30%

40%

50%

60%

9%18%

25%

9% would agree to pay up to $500

18% would agree to pay regardless

of the amount

25% would agree to pay up to $200

0%5%

10%15%20%25%30%

Source: 2009 McKinsey survey of retail health care consumers

Start concentrating on the 2/3 of patients that want to pay

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Visa AuthorizeFirst Specifically For Healthcare Industry

As the healthcare industry continues to work towards achieving real-timeclaim adjudication, Visa introduces the Consumer AuthorizeFirst HealthcareTransaction process. This transaction process provides the patient with a newpayment option using their Visa card. Yes, This Is Legal.

Visa® identified healthcare as a market needing significant improvement

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AuthorizeFirst is intended for use by healthcare merchants

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How Does It Work?

1. CCOF is presented to patient as a payment option for out-of-pocket expense

2. Setup Pre-Authorization Payment Option (Single or recurring Options) Provide patient with maximum estimated amount owed

Patient provides payment (Credit / Debit or Checking / Savings)

A copy of the signed agreement is given to the patient

3. Claim is Adjudicated Match the claim remittance (835/ERA) to the corresponding Pre-Authorization form

Provider submits a card authorization for up to the maximum agreed amount

Payment is processed and provider receives funds within 24-48 hours

Paper CCOF Setup

Do Not Store CCOF Form In Patient Records.Store in a locked cabinet and only allow access to the authorized personnel who processes credit card payment.

ABC Medical Services

X

XX275.00

Steven Tyler

Steven Tyler

123 Sunset AvenueAny City

4111 1111 1111 1111

StevenTyler

HI

03/20

1-20-18

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Reduce the scope of PCI compliance

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Technology Allows For Safe Credit Card StorageReduce the scope of PCI – Store sensitive payment data offsite in a secure vault that can

be recalled for future patient payments

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Benefits of Account on File For ProviderSecures Payments Provide additional payment options Enable patients to make payment arrangements while they are still at your office Allows for the use of HSA/FSA payments

Reduces Costs and Accounts Receivable Reduce the number of statements mailed & stream-line the post-visit billing process Improve cash flow Reduces days outstanding for patient payments

Improves Payment and Processing Efficiencies Lower bad debt Provide timely payment for services after adjudication Reduce manual resources needed to process, track, and research delinquent fees Enable your staff to control and manage cash Fewer bills going to collections or write-offs

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Benefits of Account on File For PatientIncreased Convenience Authorization and transaction occurs only after a claim has been adjudicated Removes the inconvenience of paying an estimated amount at the time of service Eliminates the need to adjust estimated payments after a claim has been adjudicated Reduces delinquency or collection agency Saves time by eliminating the need to mail in Eliminates worry about missed billing due dates or payments For providers offering a payment plan, CCOF allows patients to make billing

arrangements that fit their budgetSecurity Offers patient protection for charges that the patient did not approve Eliminates writing sensitive credit card information on mailed payment forms Eliminates the risk of providing credit card information over the phone to unknown

personnelRewards Patients may take advantage of program benefits and earn rewards when they pay

with their credit card

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Work With Your Front Desk Staff

Prepare scripts for your staff to learn Roll play with them to become more familiar with scripts Reward staff for getting credit cards on file

A gift card to a favorite restaurant as an example Set goals to benchmark their success

Try to get 10% of all patients then adjust up

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Parting Thoughts You are not a bank and can not continue to shoulder the patient portion of their

outstanding debt.

Do not let your patients leave without communicating their responsibility to pay their potion and always ask to place their credit card on file for the outstanding balance.

I can guarantee you this: If you ask 0% of your patients to place a credit card on file at the point of care, You will have ZERO patients say YES.

Knowing what you know now, in my opinion, letting your patients leave with out committing to pay their portion is the equivalent to allowing them to medically shoplift at your practice.

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The fastest medical payment, period! to handle medical payments!

test way to handle medical payments!1. Patients use their phone to take a picture of the medical statement2. App technology securely transfers data back to you3. You process the payment on your virtual or credit card terminal

Integrations options are also available

App technologies are HIPAA and PCI Complaint

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1. Inbound / outbound call servicing

2. Accepts payments 24 x 7x 365 – both credit card and ACH

3. Transfer option from your internal phone system to IVR

4. You can publish & advertise IVR system in all channels

5. IVR is custom designed using information contained in daily file

6. Multiple accounts aggregated by MRN, IVR will disseminate information to match patients’

hospital bill and EOB

7. Provides 835 remittance advice broken-down by account numbers & by earliest DOS or by your

specifications

8. A/B testing for each IVR option

9. Web application provides reports, lookups, and information to administrators and agents

Interactive voice response (IVR) is a technology that allows computer to interact with humans through the use of voice and DTMF tones input via a keypad.

Benefits of using an IVR system

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Questions ?

Contact:Ray McGroganrmcgrogan@cardchoice.comPhone: 973-200-2763

Electronic Payment Processing | Payroll Processing | Human Resource management | Patient Payment Systems | Working Capital