When asked to characterize her practice's experience with Medical Management Solutions, Inc. (MMSI), Dianne Hensley, CEO of Dominion Behavioral Health in Richmond, doesn't hesitate. "Working with MMSI was extremely positive from the very beginning. They have been very professional, highly responsive and they've integrated the billing system into our practice very well."
And while Hensley speaks confidently of her practice's billing system today (thanks to MMSI), things weren't always so great. In 2012, Dominion Behavioral Health (DBH), which has 24 associates, had switched to an electronic records system, which included a billing package that could be managed in house. Quite simply, Hensley says, they couldn't keep up and, perhaps even more seriously, the practice was losing money. A year later they hired an outside billing company, an experience Hensley politely described as "very challenging." Finally, after consulting with other healthcare professionals, she was referred to MMSI.
Something else occurred almost immediately— revenue went up. Hensley attributes the revenue jump to MMSI's exceptional thoroughness and their aggressive follow up on denials. She was also impressed with MMSI's responsiveness, collaboration and willingness to come on site to work hand-in-hand with the staff at DBH.
When asked about the specific improvements to DBH's practice, she lists three big ones:
The fact that East End Pediatrics in Richmond, VA, has been working continuously with Medical Management Solutions, Inc. since 2001 is impressive on its own. But that's only half the story, says office manager Shaundelle Johnson.
In a world where winning business is often more important than keeping it, Johnson's assessment is remarkably rare, especially when she adds, "There has never been a falloff in service, even when they've brought new employees on board."
When asked what makes MMSI superior, she says the company's "Concierge service" is the differentiator. "There's always a manager available. And they're never bothered by a question,” Johnson says.
Like so many other MMSI partners, Johnson credits MMSI's open and effective communication.
She's also impressed with MMSI thoroughness. "They finish what they start and they follow through to the end." This is especially important when tracking down Accounts Receivable and addressing insurance company denials, both of which are major sources of revenue loss for medical practices.
Johnson is delighted with the practice's collection rate and credits MMSI with their financial success.
Would she recommend MMSI?
"I already do," Johnson says, "They're detail-oriented. Always striving to improve our system and our coding. It's an excellent company."
Finally, when asked what to look for in a billing partners, she says to look at their references and credentials, look for client loyalty, and most importantly, make sure they're well-educated. "You can get anybody to do your billing. But you want good results."
And after more than 15 years, good results is precisely what East End Pediatrics is getting from MSSI.
After working with a string of underprepared and unprofessional billing companies, Williamson says MMSI is "awesome!"
"They're there when you need them, no matter how small the issue might be," she says. "They answer calls quickly and they'll answer questions until we don't need them anymore."
Best of all, the practice's collection rate has gone up.
"For starters, they helped us realize we were charging too little," Williamson says. Beyond that, "they do anything in their power to help us be successful." That includes aggressively dealing with denials, following Accounts Receivable until there's a resolution, and "always helping us do things better."
It's a far cry from previous billing companies. Of one, she says "I'd never get an answer. And the same issues would come up and again and again." As for another former billing company, she says, "The company we had before couldn't speak English. They didn't want to help us at all. There was no relationship at all. They wouldn't even answer the phone."
Then one day Dr. Gehman remembered the great experience he'd had with MMSI at a previous practice. And that's when things turned around.
MMSI came on board at about the time that ICD-10 went into effect and MMSI "was always with us," Williamson says, "They always make us feel like they have time for us."
Would she recommend MMSI to other practices?
"Absolutely. I would recommend any practice to MMSI because of the quality of the start and the ease of working with them."
That's Karen McNerney's simple description of her practice's experience with Medical Management Solutions Inc.
McNerney is the practice administrator at Paragon Pain in Dallas, TX, whose two doctors and three mid-levels provide Physical Medicine, Sports Medicine and Pain Management. And "awesome" is hardly the word she uses to describe her experience with other billing companies.
Other companies struggled with services as simple as filing claims correctly. "Just basic information you should know, the other companies didn't have a grasp on," she says. One firm was let go after just 13 days.
As for MMSI, she credits the company's strong communication skills, aggressive appeals process and overall depth of knowledge as key differentiators.
Further, she's been impressed with the high reimbursement levels delivered by MMSI, the quality of the company's personnel, the work ethic and the overall effectiveness of its billing system.
When asked about Top Billing, MMSI's promise to work on-site until everyone in a practice is comfortable with the billing system, she said there was no need for that at Paragon. Because the communication between MMSI and Paragon is so thorough and transparent, she says, everything is handled easily with emails and scans. "They're available all the time," she says.
As for advice she'd give a practice seeking a billing company, McNerney says it's essential to find a company that communicates well, is responsive, files claims quickly and accurately, and shares information in an open and accessible way — all areas of strength for MMSI. "In these regards, MMSI is incredibly effective," she said.
Finally, when asked if she would recommend MMSI, McNerney says,