Extended Business Office
You handle the patient care,
we’ll handle the patient experience.
Today, there is more to do, and less time to do it. And routine operations are not getting any easier.
Hospitals nationwide are re-examining the way they work and simplifying operations through our Extended Business Office and Early-out Programs. As a true extension of your team, our solutions ensure your patients understand their financial options, all while we protect and enhance your reputation.
Harris & Harris by the numbers
< 3% abandonment rate
97% calls answered within 60 seconds
81% first call resolution
< 1-min average hold time
5–7 min handle time
Protecting patient relationships
Your marketplace reputation is everything. That is why we train our Patient Experience Advocates to use proven, empathetic communication techniques that encourage positive resolutions. All calls are recorded and performance KPIs are audited daily, giving you confidence in our processes. By educating patients and answering billing questions, we help relieve their anxiety while we focus on solving the billing situation.
Working closely with your team, our customized programs meet unique needs and improve the bottom line.
Choose from a range of customized EBO solutions
Bundled or a la carte services – you tailor the experience
- Customer Care Call Center
- Early-out Collections
- Scoring & Analytics
- Payment Plans & Monitoring
- Multiple Payment Channels
- Self-pay Billing & Insurance Follow-up
- Presumptive Charity & FAP Management
A better solution, built from the ground up
A true extension of your hospital
- Data Security—Our practices meet the highest standards and auditing requirements and exceed HIPAA and HITECH rules. Rigorous encryption methods are employed and assume all data is sensitive.
- Customized Training—Our Patient Experience Advocates are trained thoroughly to represent your hospital and uphold your expectations and values; we invite you to customize or even host the training. Teams are refreshed quarterly to ensure continuity.
A commitment to technology investment
Advanced technologies to obtain optimal results
- Artificial Intelligence—Machine learning, scoring and analytics determine payment probabilities, so we spend our time on debt that is most likely to be collected.
- Automated Skiptracing—With a deep vendor source, we can customize our approach based on segments and portfolio.
- Spam Blocking Tool—Our FTC-compliant solution boosts patient contact by +17%.
- Encrypted Telephony Network—Data is encrypted as it is being transmitted—a rare offering.
Early Out programs yield substantial recovery increases
With more than 50 years of experience in the healthcare industry, we don’t recommend waiting 30 days to start collections. Our proven early out solutions and risk-free contingency fees relieve the burden from your staff.
Our personalized approach and 4 key points lead to higher collection rates
- We explain the hospital bill, so they understand the charges and their responsibility
- We reach out closer to the discharge date
- We outline multiple payment options
- We personalize all communications, treating each patient with respect
We have—and always will—hold ourselves to a higher standard.