Our billing office is a vital aspect of providing customer service. Pro EMS utilizes Zoll Data System's RescueNet Billing software. This software assists our billing staff in providing timely response to patient and third party payer inquiries regarding the submission of insurance claims, dates and types of payments made, itemized charges and other issues. All invoices are clearly explained and all services and supplies charged to the patient are listed separately.

We've always been dedicated to humane billing and collection policies. Pro EMS will not engage in on-scene collections for services at the scene, en route, or upon delivery of the patient. Pro EMS accepts assignment from Medicare, Medicaid, and most third party payers for patients meeting applicable medical necessity requirements.

The following are the basic billing and collection policies of Pro EMS:

1. Pro EMS accepts assignment from most third party payers.
2. Pro EMS will make every effort to bill, and collect payment from, the patient's insurance companies directly.
3. Pro EMS will not utilize threatening letters, billing tactics, or telephone collection methods to collect payment for services rendered.
4. The primary focus of all billing messages and telephone contacts will be to secure patient insurance information.
5. Pro EMS utilizes an outside collection agency only when all efforts fail in contacting a patient for insurance information or to arrange for payment.
6. Any outside collection agency utilized by Pro EMS will be held to the highest standard of accountability for its customer service and collection tactics. Pro EMS has a long-standing relationship with First Financial Resources and has received no significant complaints from any patient regarding their collection tactics.
7. Pro EMS will address all cases of financial hardship on an individual basis. Pro EMS’s only basic requirement of a patient with a financial hardship is that they contact our office and work with us cooperatively before their bill is sent to the outside collection agency.
   1. Any patient that contacts our billing office and states that they have a financial hardship will be offered a payment plan to meet their individual needs.
   2. Any patient that states that they are unable to meet the terms of a payment plan for the full amount of the bill will be offered a reduction in the bill to the current Medicaid rate of reimbursement with the balance written off as a "financial hardship." A payment plan for the balance due will be arranged if necessary.
   3. Any patient that contacts Pro EMS and states that they are unable to pay any amount of the bill may qualify to have their bill written off as a "financial hardship."

All such requests and determination of financial hardship are considered on an individual case-by-case basis. Pro EMS may request documentation of the financial hardship in the form of hospital free care documentation, a letter from a third party such as a social worker, or a letter from the patient himself or herself stating that they have a financial hardship.