Our Methods

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Patient Focus

Our collection processes are balanced against the sensitivity required for vulnerable customers/debtors. AusHealth’s processes encourage that each customer/debtor is managed according to their own circumstances. We are trained and experienced in having difficult and complex conversations whilst ensuring empathy during all interactions.

Client Centric

We are committed to dialogue that is transparent and honest with our clients and we work to play an important and positive role across the revenue lifecycle.

We provide clients with continuous improvement opportunities based on analytics leveraged from our experience across the national health care space.

Fairness and Reasonableness

AusHealth recognises that unforeseen and situational events, can create significant hardship on individual members of the community. AusHealth Hospitals aims for fairness and reasonableness in its interactions with customers/debtors, but never loses focus of the necessity to contribute to maintaining cashflow for clients so they can deliver critical services to the community.

Security

AusHealth complies with all information security and business requirements. All data is protected from any loss or unauthorised access. Data that is transmitted through systems is encrypted and stored in databases that are secured according to standards. AusHealth systems are audited independently by 3rd parties on a regular basis.

A Flexible Approach

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AusHealth’s values underpin our every operation. Hence, we take a collaborative approach to developing a custom and flexible billing, resolution and revenue recovery solution platform across the revenue lifecycle, including:

On or Offsite Services: AusHealth Hospital’s staff can be based on-site or operate off-site under a co-sourcing arrangement acting as an extension of your frontline patient liaison, billing, resolution and revenue recovery staff. With the understanding of the impact of COVID we have high quality communication and technological systems that enables our staff to seamlessly operate, as if they were sitting next to you and your staff, in your offices.

Fully Outsourced: providing the full service of an inhouse staffing resource undertaking the complete revenue lifecycle.

Temporary Staff: AusHealth Hospitals can make staff available from its highly skilled resource pool, well versed throughout the revenue lifecycle for temporary placements.

Assurance Of Process

Contract Management

AusHealth Hospitals adheres to the contract management principles of CMS™ , an ANSI-Approved Standard that describes contract management in terms of the processes created through the integration and interaction of our billing, resolutions and revenue recovery tasks and the purposes they serve. AusHealth has appropriate public and product liability insurance, professional indemnity insurance and Work cover in place.

Compliance

AusHealth Hospitals is compliant with relevant National Safety and Quality Health Service Standards, the Privacy Act 1988 (Cth), and ACCC & ASIC Guidelines.

Technology and Best Practices

AusHealth Hospitals practices debt and customer segmentation so as to personalise a collection strategy and improve patient experience and maximise recovery. We use leading technologies, innovative solutions and best practice resulting in “value for money” for our clients.

Quality And Safety

AusHealth is accredited under ISO 9001: 2015W, Quality Management System, and ISO 45001:2018, Safety Management System.

Social Responsibility

AusHealth has a social procurement policy in place related to the engagement of social enterprises, ADE’s and Aboriginal Businesses, in addition to a workforce diversity strategy that encompasses people with a disability. AusHealth also supports employment practices to achieve gender equality and has an environmental management system in place.