UCB Overview

Breakthrough PerformanceJanuary 2009Proprietary and ConfidentialThis information is not to be copied or otherwise utilized without the written consent of UCB, Inc.

Above and Beyond the

Call

UCB Overview

UCB founded in 1959

Headquarters - Toledo, Ohio

Over 1,000 associates in 9 call centers

49 years serving Healthcare clientele

With relentless passion

Privately held corporation

Active participants & supporters of:

Above and Beyond the Call

Our PrinciplesAbove and Beyond the Call

One Source PartnerModular Self Pay Insurance Follow-up Denials Customer Service Pre-Registration

Modeling - Scoring Skip Tracing Legal

Intervention

Repair Reg. Data Uncover Insurance Medicare, Medicaid

Commercial

One Touch Follow-up

Decisioning Tool Automate Charity Payment Scoring Patient Pay Analytics


Long Term PartnershipsAbove and Beyond the Call

Work Flow Process

Auto Load Accounts Scrub NCOA Skiptrace Waterfall Account Scoring

Phase 1

Phase 6

Phase 5

Phase 4

Phase 3

Phase 2

Phase 7

DN Notice Assign Inventory Outbound Calls Identify Insurance

Letter Drop Dialer Contacts Skip Tracing Medicaid Eligibility

Litigation Final Noticing Close & Return

Credit Bureau Legal Screen Payment Plans Legal Contact

Dialer Messaging Billing of Insurance Payment Negotiation Payment Promises

Performance is monitored continuously in all phases

Reconcile Reporting Remittance Analysis


Collection Strategy

Division of Inventory

Accounts are strategically placed with our Account Representatives to maximize collection opportunities

Patient Contact

All Account Representatives seek payment-in-full within the first 30 days

Collectors utilize ACA approved talk offs

Automatic Credit Bureau

Online access to all credit bureau reporting agencies (Experian, TransUnion, Equifax)

Real time access to E-Oscar to respond to all disputes


Dedicated Team Approach

Collection Team

Customer Service

Collection Supervisor

Executive Manager

IT Contact


Our approach is focused on performance at every touch point

Account Representative

Controls and Protection

Client satisfaction is a continuous major driving factor in all our client relationships. The following standards are constantly met:

Code of Conduct - Highest professional standards and within the guidelines of the FDCPA and all other federal, state and local laws

Compliance with HIPAA, Local, State and Federal Laws - Complying with all regulations is a condition of employment

Zero Tolerance Rule - UCB collectors must adhere to all policies and procedures

Financial Procedures - Accurate & secure financial controls


Hiring and Staffing

Hire only “cream of the crop”

Interested in collectors with a verifiable record of compliance and performance excellence

Hiring consideration:

Application Screening

NCC Technologies Personality Profile Assessment

Employment and Background Checks

Drug Testing


Training

UCB’s Learning Institute of Excellence

American Society for Training & Development’s (ASTD) methodology and principals

Learning tools:

CollectorTalk!™ interactive simulation

Bridgefront web based learning

Programs are extensive and involve three (3) phases of intensive instruction Assessment, baseline, on-going training

Customized client specific training


Compliance

HIPAA Compliance

Full compliance with standards and requirements of the Health Insurance Portability and Accountability Act

Director of Compliance

Responsibilities include: awareness and compliance for all state and federal regulations (FDCPA)

Compliance Training

Representative training and testing ensures complete comprehension 100% pass rate is required

Administrative Compliance

Licensed in all 50 States and fully bonded and insured through the ACA


Quality Monitoring

Total Quality Expected with Every Patient Contact

On Going Auditing

Performance Protection

Quality Control Checks

Analysis of Inbound Call Service Levels

Collector Production Reports

Evaluation of the Actual Quality of Work Performed on Each Account

Internal Compliance Control Audits

Telephone Monitoring & Recording

Complaint Tracking & Resolution


Performance Technology

Collection System Technology

License to develop from the source code On-going customization of the CUBS software Integrated payment recordation and processing

Dialer Technology

400 dialer seats Inbound, outbound and blended modes Outbound automated messaging campaigns Applications fully integrated with UCB/CUBS collection system

Recording Technology

Verint (formerly Witness) Impact 360 Enterprise Fully integrated into telephony systems Advanced searching technology


Peace of Mind Security

ISO 27002 11 Domain Criteria Certified

Asset Management

Data Handling, Encryption standards, and compliance policies and audits for information and data transfers.

Physical Security

Proximity access control system for all sites with 24/7 Security monitoring

Best-in-Class” technical support 24/7/365

Security protected information systems

CISCO Firewall, Encryption-SSL technologies, dual-layered security

Virus protection systems, Internet filtering security

Fully redundant System Guaranteed Availability

Disaster planning – business continuity

Sunguard Availability Services


Accurate Reporting

Complete month end Inventory reconciliation Complete listing of all open accounts

Acknowledgement report Confirms assignment of accounts with a detailed

listing of the batch and includes name; account number; balance due

Cancel and return Listing of account closed with an explanation

of the reason for cancellation

Performance report Report detailing monthly number and dollars

placed and cumulative collections to date

Age analysis

Legal inventory and progress

Contact and action statistics

Real time web access


Reliable Implementation

Sustaining Advantages

Passionate dedicated team

Intelligent portfolio management

Reliable delivery on promises

Accountable security safeguards

Innovation driven solutions

Maximum financial returns


UCB Overview

Documents

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