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information, which may be found in their records; <br />b. Contact receiving hospital for missing and/ or incomplete billing information needed <br />from the admitting/ registration records; <br />c. Contact patient family members or emergency contacts for information; <br />d. Refer to zip code/ street directories for incomplete/ missing address information; and/or <br />e. Mail inquiries to the patient. <br />12. Consultant shall have the ability to cross reference patient files in various methods (i.e. Last <br />Name, Social Security Number, Service or Residence Address, Date of Birth, Date of Service, <br />etc.). <br />13. Consultant shall have the ability to receive patient care documentation on paper and <br />electronically. <br />14. Consultant shall maintain updated and current technology that will continuously provide the <br />highest level of reimbursement and customer service possible. <br />15. Consultant must meet or exceed mutually agreed upon collection targets. <br />16. Consultant must instruct customers to submit all payments to Consultant, and not the City of <br />Santa Ana. <br />17. Consultant shall collect and deposit payments on no less than a weekly basis, within three (3) <br />days following receipt of payment. <br />Customer Service Requirements <br />1. Consultant shall designate a single manager for the City's account, who will be the City's <br />primary contact with their agency. <br />2. Consultant shall provide all supplies, equipment, personnel, computer software and hardware, <br />billing forms, insurance forms, lien forms, envelopes, postage and supplies necessary to <br />administer, on a day-to-day basis, the City's EMS billing and accounts receivable functions. <br />3. The company shall provide all billing statements in English and Spanish, and maintain a <br />necessary staff of bilingual account representatives. <br />4. Consultant shall provide excellent customer service to citizens of Santa Ana who have billing <br />questions or problems, by providing a nationwide toll -free phone number and an email address <br />so individuals with questions or requiring assistance with invoices, may contact the company <br />directly at no additional cost to the City. <br />5. Consultant shall have demonstrated experience and ability to act as the City's authorized agent <br />for liaising on the City's behalf with the Centers for Medicare Services and/or their designated <br />agents as well as associated state agencies. <br />