Gustafson & Associates, Inc.

A rise in the self-pay patient population requires healthcare providers to place increasing significance on the collection agencies they contract with. To best examine competing agencies and choose effective candidates, providers should develop a well-designed format for the request for proposal. Specific areas of interest should include the vendor's business philosophy, measurements of performance, and staff qualifications.

Under a consumer-driven health plan (CDHP), patients assume responsibility for designing their own healthcare coverage package. PFS professionals need to be prepared to respond to the new needs and concerns of patients who become consumers of health care. Such consumers will require greater access to information on service cost and pricing as they "shop" for providers. CDHP members also will expect PFS professionals to be able to provide them with appropriate information on the health plan's adjudication and payment of claims.