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(9) <br />CITY OF SANTA ANA <br />4. Contractor 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 <br />address so individuals with questions or requiring assistance with invoices, may contact the <br />company directly at no additional cost to the City. <br />5. Contractor shall have demonstrated experience and ability to act as the City's authorized <br />agent for liaising on the City's behalf with the Centers for Medicare Services and/or their <br />designated agents as well as associated state agencies. <br />6. Contractor shall have demonstrated experience and ability to act as the City's authorized <br />agent for liaising with the City's contract EMS provider (OCFA). <br />D. Records and Reports <br />Contractor shall maintain complete records of each bill, including all correspondence, <br />documents, account records, transactions and a detailed log of all payments. These records <br />shall be retained for a minimum of three (3) years. <br />a. Contractor shall provide the City with electronic access to these billing records. <br />2. Contractor shall maintain records that are in accordance with the Generally Accepted <br />Accounting Principles (GAAP). The Proposer agrees that all account files are the property of <br />the City and will relinquish them to the City at the termination of the contract. <br />3. Contractor shall provide monthly finance, billing, account receivable aging reports, billing <br />summaries, details for current month invoicing, current write-off, refund reports (including <br />pending refunds), detail of monthly receipts account reconciliation, and any additional reports <br />that the City may need or request, in the specific format requested. <br />4. Upon request, Contractor shall make all books and records available to both internal and <br />external auditors. <br />5. Contractor shall provide annual and semi-annual EMS revenue collection projections to City <br />staff upon request. <br />E. Compliance <br />1. Contractor must comply with all applicable provisions and specifications of the Health <br />Insurance Portability and Accountability Act (HIPAA), as well as other federal, state, and local <br />statues and regulations addressing patient privacy issues throughout the term of the contract. <br />2. Contractor shall maintain proficiency and comply with all statutory, regulatory, and other legal <br />requirements, including amendments to such requirements, which impact billing, <br />reimbursement and/or collections for EMS and release of private medical information. <br />City of Santa Ana RFP No. 24-104 Page 20 of 35 <br />