Answers to your revenue cycle questions

How transparent is Lister while engaging with customers?

What truly sets Lister apart is our commitment to transparency and collaboration. Unlike many RCM providers, working with us is never a “black box.” We keep you informed at every stage through daily operational logs, weekly review meetings, and comprehensive monthly performance reports, ensuring complete visibility into your revenue cycle. We’re your RCM partner.

What specialties do you support?

Lister supports a wide range of specialties, including Urgent Care, Family Medicine, Primary Care, Internal Medicine, Pediatrics, Behavioral Health, and other outpatient physician practices. Our team adapts workflows to each specialty’s unique billing and reimbursement requirements.

Do you use AI?

We use technology where it improves efficiency and visibility, but our results are driven by experienced RCM professionals. Our workflows, quality controls, and revenue optimization strategies are designed and managed by human experts who understand payer behavior, coding, compliance, and collections

Why should we outsource RCM instead of managing it in-house?

Outsourcing provides access to specialized expertise, scalable resources, and proven revenue cycle processes without the overhead of maintaining a large internal billing department.

How do we know if switching RCM vendors makes financial sense?

A detailed revenue cycle assessment can identify improvement opportunities, quantify potential gains, and help determine the expected return on investment from a new RCM partnership.

Can you provide client success stories or case studies?

Yes. We can share examples of how we have helped healthcare organizations improve collections, reduce denials, lower A/R days, and strengthen financial performance.

Do you have experience with urgent care organizations?

Yes. Since 2004, we have extensive experience supporting urgent care and primary care providers across a wide range of revenue cycle functions, in the US.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

How can you help us increase collections?

We improve collections by optimizing every stage of the revenue cycle, from coding and charge capture to claim submission, denial management, and A/R follow-up. By reducing revenue leakage and improving billing efficiency, we help practices collect more of the revenue they have earned.

How quickly can we see results after switching to your RCM services?

Most practices begin seeing operational improvements within the first 30–90 days. Financial results such as lower A/R days, improved collections, and reduced denials typically become more visible as payer cycles progress.

How do you reduce Days in A/R?

We focus on clean claim submission, prompt denial resolution, proactive payer follow-up, and disciplined management of outstanding balances. These efforts help accelerate reimbursement and reduce aging receivables.

Can you help improve revenue per patient visit?

Yes. Accurate coding, complete charge capture, and effective reimbursement management help ensure appropriate payment for services provided while maintaining compliance with payer requirements.

What is your first-pass claim acceptance rate?

Our quality controls are designed to achieve consistently high first-pass acceptance rates by minimizing common claim errors before submission. For many Urgent Care Centers, we’ve seen 98% + First Pass Acceptance Rate.

What improvements can we expect in our net collection rate?

Results vary by practice, but our goal is to improve reimbursement performance through cleaner claims, reduced denials, stronger payer follow-up, and better revenue cycle discipline. Many practices see measurable improvements after implementing consistent RCM best practices.

What is a healthy A/R Days benchmark?

While benchmarks vary according to speciality, different states across the US and payer mix, many high-performing urgent care practices strive to maintain Days in A/R below 40. Lower A/R days generally indicate stronger cash flow and more efficient billing operations.

How do you measure the success of your RCM services?

We track improvements in collections, denial rates, claim acceptance rates, A/R performance, adherence to compliance, deliver high quality billing services, overall financial visibility.

Can you guarantee a specific increase in collections?

No reputable RCM company can ethically guarantee specific results. However, we apply proven processes and best practices designed to improve revenue cycle performance and maximize reimbursement opportunities.

Why might one clinic have lower collections despite having higher patient volume?

Higher patient volume does not always translate into higher collections. Factors such as payer mix, enrolment with major payers, reimbursement rates, denial rates, documentation quality, coding accuracy, patient responsibility balances, and operational workflows can significantly impact collections.

What happens when a claim is denied?

Our team of RCM experts investigates the reason for denial, determines the appropriate corrective action, submits appeals when necessary, and follows the claim through resolution.

What denial rate should an urgent care practice expect?

Although performance varies, many successful practices maintain initial claim denial rates below 5% through strong front-end processes and effective billing controls.

Do you perform root-cause analysis on denials?

Yes. Understanding why denials occur is essential for preventing future revenue loss and improving long-term revenue cycle performance.

How do you prevent the same denial from recurring?

We identify patterns, implement corrective actions, update workflows, and provide ongoing monitoring to reduce the likelihood of repeat denials.

What are the most common causes of claim denials?

Common causes include eligibility issues, data entry errors, coding errors, missing documentation, authorization problems, duplicate billing, and payer-specific claim requirements.

Why are urgent care claims denied for authorization?

Authorization denials can occur when payer requirements are not met, services are considered non-covered, referrals are missing, or authorization requirements vary by plan. Regular payer policy reviews and eligibility verification help minimize these denials.

Can you recover old A/R balances?

Yes, depending on how old the AR balance, we review and provide recommendations. Where ever there’s scope for recovery, all possible steps will be taken for recovery. Our team specializes in analyzing aging receivables and pursuing recoverable balances that may have been overlooked or insufficiently worked.

How do you handle aging claims over 90 or 120 days?

We prioritize aging accounts based on value, payer-specific filing limits, collectability, perform detailed research, escalate unresolved issues, and pursue all reasonable recovery opportunities.

What are the reasons for high outstanding balances in the over-90-day aging bucket?

Common causes include unresolved denials, insufficient follow-up, payer processing delays, missing documentation, eligibility issues, and patient balance collection challenges. Consistent AR management is essential to prevent balances from aging unnecessarily.

How will the old A/R be managed during a billing vendor transition?

During a Billing Vendor transition, we will take care of the claims submitted by the previous billing vendor. We ensure outstanding claims are followed up, appealed, and resolved. This helps protect existing revenue while the practice transitions to the new Billing Vendor.

How should patient and insurance credit balances be managed?

Credit balances should be reviewed regularly to identify overpayments, posting errors, duplicate payments, or coordination-of-benefits issues. Timely refunds and accurate adjustments help maintain compliance and ensure financial records remain accurate.

Can you help optimize E/M coding without increasing compliance risk?

Yes. We help ensure coding accurately reflects the services provided while adhering to documentation standards and payer guidelines.

How do you ensure coding accuracy?

We have AAPC-certified experts and experienced coding professionals, quality review processes, coding audits, and continuous education to maintain high levels of coding accuracy.

How do you stay current with CPT, ICD-10, and payer guideline changes?

Our team continuously monitors regulatory updates, coding revisions, payer policy changes, and industry developments to maintain coding accuracy and compliance.

Do you conduct coding audits?

Yes. Coding audits help identify opportunities for improvement, support compliance, and reduce reimbursement risk.

Can coding errors impact reimbursements?

Absolutely. Coding inaccuracies can result in denials, payment delays, underpayments, compliance concerns, and lost revenue.

Does Lister review patient charts before billing?

Yes. Our team reviews documentation, coding, and billing information to identify potential discrepancies, missing details, or coding concerns before claims are submitted. This helps improve claim accuracy, reduce denials, and support compliant billing practices.

Can you help with credentialing-related billing issues?

Yes. We assist clients in identifying and resolving credentialing-related billing challenges, including payer enrollment issues, claim rejections due to provider setup errors, and reimbursement delays caused by credentialing gaps.

Can you help with enrollment for new providers?

Yes. We coordinate payer enrollment and credentialing activities to help providers become billable.

How long does provider credentialing typically take?

Credentialing timelines vary by payer, specialty, and provider circumstances. Our team actively manages the process to minimize avoidable delays.

How do you prevent credentialing-related revenue delays?

Through proactive application management, status tracking, timely follow-up, and ongoing communication with payer organizations.

Do you manage recredentialing and payer updates?

What is the turnaround time for charge entry and claim submission?

What is the turnaround time for charge entry and claim submission?

Our goal is to complete charge entry and submit clean claims as quickly as possible, typically within 2 to 3 business days of receiving complete documentation. Faster claim submission helps accelerate reimbursements and reduce delays in cash flow.

Do you perform insurance eligibility verification before billing?

Yes. We verify patient insurance coverage, benefits, and eligibility before claims are submitted whenever applicable. This helps reduce claim denials, minimize payment delays, improve patient payment accuracy, and ensure cleaner claims from the start.

Can you handle billing for Employer Payment Services (EPS) and Workers' Compensation?

Yes. We support Occupational Medicine, Employer Payment Services (EPS), and Workers’ Compensation billing. Our team follows the specific documentation, claim submission, and follow-up requirements associated with these claim types.

Have ERA and EFT enrollments been handled by Lister?

Yes. We assist with ERA and EFT enrollments to streamline payment posting, improve payment visibility, reduce manual work, and ensure funds are deposited directly into the practice’s designated bank account.

Does Lister contact patients if additional insurance information is required?

Yes. When necessary and authorized by the practice, our team can contact patients to obtain missing demographic, insurance, or coordination-of-benefits information needed to process claims. This helps prevent billing delays, reduce denials, and keep the revenue cycle moving efficiently.

Do you handle patient inbound and outbound calls?

Yes. We can make outbound calls to patients on behalf of your practice for billing-related matters, including insurance clarification, balance inquiries, payment follow-up, and resolving missing information. Our team communicates professionally and courteously to help improve collections while maintaining a positive patient experience. And we do handle inbound calls.

Can you work with multiple clinic locations?

Yes. We support single-location practices as well as large, multi-location healthcare organizations.

Can you handle high patient volumes during seasonal surges?

Yes. Our scalable processes and experienced teams are designed to support changing patient volumes throughout the year.

Which billing software platforms do you support?

Our team has experience working with most leading Practice Management (PM), Electronic Health Record (EHR), and Revenue Cycle Management platforms, including Experity, AdvancedMD, Allscripts, eClinical works, Tebra, Office Ally, Urgent IQ and Practice Fusion. We quickly adapt to your existing systems, minimizing disruption during transition and onboarding.

Which EHRs and Practice Management systems do you support?

We work with many leading EHR and Practice Management platforms and adapt our workflows to your existing technology environment.

How do you collaborate with our internal team?

We function as an extension of your team. Through regular meetings, transparent reporting, proactive communication, and dedicated account support, we work closely with your clinical, administrative, and leadership teams to achieve revenue cycle goals.

How much involvement is required from our staff?

We aim to reduce administrative burden while maintaining effective collaboration and communication with your internal team.

How do you communicate with our team?

We provide regular meetings, performance reviews, operational updates, and responsive support to ensure alignment and transparency. Support is offered through phone and email.

Do you sign Business Associate Agreements (BAAs)?

Yes. We execute BAAs as part of our standard client onboarding process when required.

What quality controls do you have in place?

Our quality program includes audits, performance reviews, workflow checks, exception monitoring, and continuous process improvement initiatives.

How much do your RCM services cost?

Pricing is customized based on specialty, provider count, claim volume, service scope, and operational requirements.

Is pricing based on collections or claim volume?

We offer flexible pricing models that can be structured around your organization’s goals and operational needs.

Are there any setup fees?

Setup requirements vary by engagement. We provide transparent pricing and implementation details during the evaluation process.

Is there a long-term contract requirement?

Engagement terms vary based on service scope and client requirements. We focus on building long-term partnerships through performance and results.

What is included in your RCM service fee?

Depending on your needs, services may include coding, charge entry, payment posting, denial management, A/R follow-up, reporting, credentialing, and revenue cycle consulting.