Client Survey Results

We realize you have a choice of EMS billing services, and we want to help you make the right one. We can talk about our services and customer care all day long, but how about hearing it directly from those we serve? The following summary provides the results of an online client survey conducted by Meyers Communications for EMS Billing Services Inc. in February 2016 and August 2014.

EMS Billing Services Inc. Survey Results – February 2016

EMS Billing Services Inc. is meeting your squad’s needs?
97.6 percent of respondents said EMS Billing Services is meeting their squad’s needs all or most of the time.

Satisfaction of customer service.
96.8 percent of respondents said that customer service was excellent or very good.

Satisfaction of the services provided by EMS Billing Services Inc.
97.6 percent said they were very satisfied or satisfied with the services provided by EMS Billing Services Inc.

Satisfaction of how patients’ accounts are handled.
91.3 percent of respondents said they very satisfied or satisfied with how patients’s accounts are handled. 7.8 percent were neutral.

Customer Satisfaction.
When survey respondents were asked to rate EMS Billing Services Inc. on a scale of 1 to 5 in the following areas, answers from respondents averaged a 4.5 rating on a scale of 1 to 5.

  • Responsiveness to customer needs
  • Comprehensive and proactive billing practices
  • Compliance with federal and state regulations
  • Accuracy of our certified coding staff
  • Increasing your revenues
  • Knowledgeable staff
  • Reliability and accuracy of our billing service
  • Ability to troubleshoot problems with Medicare and insurance companies
  • Access to electronic records and reporting of patient care reports

Individual comments provided by survey respondents.

“We wouldn’t be comfortable working with the insurance companies’ and Medicare’s coding for billing. It’s a necessary job we don’t have to worry about! Thanks for your service!”

“Overall, your billing company is doing a great job for your clients. The staff will go to great lengths to solve any problems that occur. There is no way we could afford any one to do our billing in house. We tried that once and it did not work, as they did not keep up with the ever changing rules by all agencies. The New Mexico State Bridge you put us on has helped tremendously in getting reports done in a timely manner.”

“It’s a great feeling knowing that everything is being taken care of. It is a big relief. A big weight was taken off my shoulders. Feels great!”

“I appreciate having a go to person I have a direct number to so that when there are any questions about the billing I am able to call and talk immediately to my own personal helper. I have been extremely satisfied with their knowledge as well as their friendliness.”

“EMS Billing is great with working with our patients questions. Several times patients have come in to ask questions and I have had them call EMS Billing and the patients have always come back and stated that the billing company was very friendly on explaining what was going on with there claim and why things were paid and not paid.”

“For all the headaches and hoops you have to go through to keep things legal and updated is insane. I truly appreciate EVERYTHING EMS Billing does for SEMS. So darn smart!”

“Your staff is very easy to work with. Whenever I call with a question it is always answered by a friendly staff.”

“Customer service is great! Never had to talk to a crabby employee and all are very personable! Go to work right away to answer/help with anything.”

“Your staff is quick to respond to our needs and questions.”

“EMS Billings stays up to date on the latest news.”

“I love EMS Billing! We are so happy we found you! We were loosing money before we found you! Your staff is great to work with. We have no complaints!”

“You provide xxcellent service and provide step by step procedures on how to use the system. Excellent, excellent work!”

 

EMS Billing Services, Inc. Survey Results – August 2014

Years of service with EMS Billing Services Inc.

  • 59 percent – five years or more
  • 32 percent – two years to less than five years
  • 9 percent – less than two years.

Satisfaction with EMS Billing Services Inc.

99 percent of clients said they were satisfied or very satisfied with the services provided by EMS Billing Services, Inc.

Rate paid prior to using EMS Billing Services Inc.

91 percent of current clients were paying less than our fee

  • 45 percent paid a rate of 0 to 4 percent
  • 39 percent paid a flat rate
  • 7 percent paid a rate of 5 to 9 percent
  • 7 percent paid a rate of 10 to 15 percent
  • 2 percent paid a rate of more than 15 percent.

Increased revenue since hiring EMS Billing Services Inc.

Overall, 78 percent of EMS Billing Services, Inc. clients experienced an increase in revenue of 31 percent or more. 98 percent increased 10 percent or higher.

  • 61 percent of clients increased by 50 percent or more
  • 17 percent of clients increased by 31 to 50 percent
  • 6 percent of clients increased by 21 to 30 percent
  • 14 percent of clients increased by 11 to 20 percent
  • 2 percent of clients increased by 0 to 10 percent

Factors for hiring EMS Billing Services Inc.

Survey respondents indicated that the following factors for hiring EMS Billing Services Inc. were important or very important considerations:

  • Compliance with state and federal regulations
  • Reliability and accuracy
  • Knowledgeable staff
  • Comprehensive and proactive billing
  • Responsiveness to customer needs
  • Ability to troubleshoot problems with Medicare and insurance companies
  • Certified ambulance coding staff
  • Higher revenue
  • Access to patient care reporting
  • Access to electronic records and online reporting of patient care reports

Advantages gained since using EMS Billing Services Inc.

Survey respondents provided the following written answers as one of the major advantages gained since using EMS Billing Services Inc.

  • Ability to save for big ticket items
  • Getting paid now
  • A company that knows the laws and regulations
  • Money in the bank for equipment
  • Reports completed on time
  • Dramatic increase in revenue
  • Less hassles with billing

Services most valued by EMS Billing Service Inc. clients

  • Good and friendly customer service
  • Ability to talk to live people
  • Knowledgeable staff
  • Increased revenue
  • Easy to understand billing reports
  • Prompt service
  • Superb knowledge of billing and legal aspects
  • Reliability and trust
  • Complete collection of bills
  • Accessibility
  • Great communication
  • Timeliness
  • Ease of getting information to staff
  • Commitment to quality
  • Ability to provide timely answers to questions

Departmental Satisfaction

When asked whether certain departments at EMS Billing Services were meeting their needs, our clients answered:

  • Enrollment Dept. – 100 percent said we are meeting their needs all of the time or most of the time.
  • IT Support – 98 percent said we are meeting their needs all of the time or most of the time.
  • Accounting Dept. – 98 percent said we are meeting their needs all of the time or most of the time.
  • Billing Dept. – 97 percent said we are meeting their needs all of the time or most of the time.
  • Fire Billing Dept. – 87 percent said we are meeting their needs all of the time or most of the time.

Patient Satisfaction

Of those clients who responded, 100 percent said their patients were satisfied with the way we have handled their accounts.

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TESTIMONIALS

“We have taken in more revenue since you started billing for us. We recommend your billing service to many who have contacted us.”

Anti J.

“Customer service is great! Never had to talk to a crabby employee and all are very personable! Go to work right away to answer or help with anything.”

Tammi

“All of our runs are being billed. EMS Billing Services makes sure we are in compliance with Medicare and Medicaid.”

Jean P.

“We have purchased a newer rescue unit and a power cot, as well as the fact that because of the income from the billing, have gotten our rescue service completely self sufficient.”

Montee S.

“Qualified, timely and knowledgeable staff make it easy for a small department to maintain acceptability for the changing world of Medicaid/Medicare.”

Dan C.

“Having a billing service frees up time and manpower that is better used in training and other projects to better our department.”

Jeff G.

“The change in revenue has been phenomenal. Before we started using EMS Billing Services, we were collecting $1,000 or less a year. Now we’re collecting almost $70,000.”

Brant M.

“We do not have to spend hours on the paperwork and trying to collect ourselves.”

Jolene A.

“They became an all-inclusive agency that allowed us to free up more time for our administrative staff.”

Gerry L.

“Because of the collections generated by EMS Billing Services, we were able to upgrade to a new ambulance that is advanced life support capable. Having advanced life support is very beneficial when you have longer transport times like we do.”

Tony E.

“Staying up with all of the regulations is truly a full-time job. Using EMS Billing Services has saved us a lot of time and headaches. This removes a big workload from our volunteers.”

Doug R.

“EMS Billing has taken the workload and the pressure out of the office by filing and taking care of the claims process. Being the Village manager, it makes my job easier to present to the council the revenue that the EMS is bringing in versus what we are getting.”

Larry W.

“We are sure that all of the billing is being coded correctly and in a timely manner.”

Terri A.

“You provide excellent service and provide step by step procedures on how to use the system. Excellent, excellent work!”

Alicia

“Revenues are going up steadily.”

Vicki S.

“I truly appreciate all the work you guys do. I only hear good things from patients when they have had any interaction from EMS Billing. I take great pride is having a company like you represent us and do the billing.”

Andrew

“We wouldn't be comfortable working with the insurance companies' and Medicare's coding for billing. It's a necessary job we don't have to worry about! Thanks for your service!”

Susan

“You are always there to help me when I need your help. I can count on you to tell me what I need to do to take care of our patients.”

Jacqueline M.

“It is nice to know that people who know what they are doing are taking care of us. I would not want to have to worry about billing our patients directly.”

Cheri J.

“We actually get something back when we get all the paperwork done.”

Teresa H.

“It's a great feeling knowing that everything is being taken care of. It is a big relief. A big weight was taken off my shoulders. Feels great!”

Stephanie

“Increased revenue to our small department has been a Godsend for us.”

Diana D.

 

“We have had nothing but a positive experience with EMS Billing. It was the best decision we could have made in finding someone to do our billing.”

Sharon