Laserfiche WebLink
(9)CITY OF SANTA ANA <br />11. Contractor shall research and follow-up on all accounts with inadequate billing information. <br />This shall include the following at minimum: <br />a. Contact OCFA and/or Falck dba Care Ambulance for missing and/ or incomplete <br />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; <br />and/or <br />e. Mail inquiries to the patient. <br />12. Contractor 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 <br />Service, etc.). <br />13. Contractor shall have the ability to receive patient care documentation on paper and <br />electronically. <br />14. Contractor shall maintain updated and current technology that will continuously provide the <br />highest level of reimbursement and customer service possible. <br />15. Contractor must meet or exceed mutually agreed upon collection targets. <br />16. Contractor must instruct customers to submit all payments to Contractor, and not the City of <br />Santa Ana. <br />17. Contractor shall collect and deposit payments on no less than a weekly basis, within three <br />(3) days following receipt of payment. <br />B. Optional Services <br />Independently promote the City's paramedic subscription program (https://www.santa- <br />ana.orq/paramedic-subscription/). <br />C. Customer Service Requirements <br />1. Contractor shall designate a single manager for the City's account, who will be the City's <br />primary contact with their agency. <br />2. Contractor 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 />City of Santa Ana RFP No. 24-104 Page 19 of 35 <br />