Fresh Start in 2013
Air Medical Service (AMS)
The air medical services (AMS) program in this case
experienced a leadership transition in 2012. The new
leadership identified revenue cycle management as an
opportunity for improvement. AMS leadership engaged an
outside consultant to review the revenue cycle management
The AMS program is structured as a consortium and the
billing and reimbursement was historically handled by the
Patient Financial Services (PFS) group at one of the
sponsoring hospitals. Quick Med Claims (QMC) assumed
responsibility for the billing and reimbursement process in
The AMS program completes more than 4,000 patient transports
per year, including a mix of scene responses and
interfacility transports. The leadership elected to
transition a portion of the transport operation (1,200
transports and several bases) to an outsourced model.
During the implementation process, the QMC team identified
several opportunities for improvement within the billing and
The reimbursement per transport was below $5,200. The
performance was well below the national and regional
There were a number of hospital driven processes that
resulted in a negative impact on the billing and
There were issues related to licensure and provider
numbers that had not been identified by the PFS group.
Program leadership was unable to obtain important
financial information to support operational decision
The charge structure was not consistent with the
industry best practices and the levels were well below
the range of charges in the region
The QMC team worked with the client team to make a series of
changes in the billing and reimbursement process:
QMC assumed primary responsibility for the AMS billing
and reimbursement process. The processes were changed to
the QMC operating standard.
QMC worked directly with program leadership to support
resolution of the licensure questions and secure the
appropriate provider numbers.
QMC constructed a set of monthly reports to support
management decision making and provides ad hoc reporting
for specific queries.
The QMC team provided clinical documentation training
for the entire operation. The QMC team provides regular
feedback to AMS program leadership regarding the quality
of the documentation.
There was an initial charge structure adjustment at the
time of the transition. QMC provides regular feedback to
program leadership to support annual evaluation of the