Personal Assistant Services
A SHOEBOX OF MEDICAL BILLS SHAPED
OUR CUSTOMER CULTURE
Carl was diagnosed with cancer. Struggling to keep up with the management of medical bills as well as deal with his illness, he quickly accumulated close to $800,000 in outstanding medical bills.
Carl was a group member at BAS, and his spouse contacted us desperate for help. The couple was understandably upset, given that his previous carrier had not processed many of his claims and the outstanding bills were accumulating quickly.
Carl was transferred to Fran, a Sr. Personal Assistance Representative at BAS. Carl faxed over a few bills for BAS to review, and Fran quickly got these bills corrected for him. He was so pleased that he referred to BAS as his “angels.”
However, this was only a small portion of the medical bills associated with his illness. In fact, he informed the BAS representative that he had an entire shoebox full of paperwork and bills at home that needed sorted out. To his surprise, BAS told him to send over the shoebox.
A few days later, BAS received a package containing a shoebox full of bills, EOBs, and outstanding bills from the member.
Although unconventional, BAS got to work sorting through the documents, correcting and paying outstanding bills as well as avoiding any collection notices. After getting everything rectified, BAS became the member’s resource for any questions about medical bills, health care coverage, finding providers, or other issues associated with his health condition.
Our ability to guide members through the medical landscape as they deal with a health crisis is the foundation for our Personal Assistant Service at BAS—a unique program offering outbound calls to members identified as experiencing a catastrophic illness or injury*. Rather than waiting until a member has a shoebox full of outstanding bills, a Personal Assistant from BAS works with the member from the time the catastrophic injury or illness occurs, becoming the member’s single resource for:
ANSWERING ANY QUESTIONS
All medical billing issues including:
- Obtaining any information needed to process medical bills
- Reviewing any bills for errors and duplications
- Explanation of Benefits and the balance that is due
after medical benefits have been paid
- Coordination of coverage when a member is covered by more than
one employer health plan or coordinating with the auto carrier
- Working with provider billing departments to prevent balance
due statements going to a collection agency
WE BELIEVE THAT WHEN A CATASTROPHIC HEALTH CONDITION STRIKES A MEMBER OR THEIR FAMILY, THE MEMBER’S FOCUS SHOULD BE ON RECOVERY, NOT MANAGING MEDICAL BILLS. OUR PERSONAL ASSISTANT SERVICE ASSISTS THE MEMBER THROUGHOUT THE TREATMENT PLAN TO EASE THE BURDEN OF COORDINATING CARE, AS WELL AS NAVIGATE THE MEMBER
THROUGH THE ENTIRE MEDICAL PROCESS.
*A catastrophic health condition could be a serious accident or being diagnosed
with a serious disease requiring extensive medical care.
- Amyotrophic Lateral Sclerosis (ALS)
- Brain injury or major head trauma
- Cancer or malignancy
- Cerebral Vascular Accident (CVA)
- Acquired Immunodeficiency Syndrome (AIDS)
- Multiple fractures
- Multiple Sclerosis (MS)
- Severe burns
- Spinal cord injuries