Addendum No. 1 to RFP #9600-64 Debt Collection Services
_________________________________________ ADDENDUM NO.1 TO RFP 9600-64: Debt Collection Services Date: To: From: Subject:
February 22, 2016 All Vendors Interested in RFP # 9600-64 Maribel Zendejas, Buyer I, NMC Contracts Division Addendum No. 1 to RFP #9600-64
This Addendum No. 1 is to announce questions and answers received as of February 12, 2016 pertaining to RFP 9600-64 for Debt Collection Services.
This acknowledgement signature page of Addendum No. #1 must be submitted with your bid proposal.
If this acknowledgement signature page is not submitted with your bid proposal, your entire bid package may be considered non-responsive.
RECEIPT IS HEREBY ACKNOWLEDGED OF ADDENDUM NO. 1 TO RFP # 9600-64
______________________________ Authorized Company Signature _________________________________________ Printed Name _________________________________________ Company Name
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______________________________ Date
Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 1: Will credit bureau reporting be allowed for Bad Debt Collection accounts? Answer: Yes, credit bureau reporting will be allowed after 120 days. Question 2: Will placements be automated? Answer: Yes, placements will be automated. Question 3: If insurance is found will the account be returned to the hospital for billing or maintained by the agency for billing, follow-up and fee? Answer: The account will be returned to the hospital for billing. Question 4: Will remote access to account level activity be available? Answer: Yes, remote access will be available. Question 5: What is the average age of the Bad Debt accounts at time of placement? Answer: The average age of the Bad Debt accounts is 110 days. Question 6: How long will accounts be held in Early Out and Bad Debt before it must be closed/returned? Answer: Accounts will be held 90-110 days in Early Out and no on Bad Debt. Question 7: In considering the most cost-effective solution, will offshore collection activity or support services be allowed by the agency? Answer: No, offshore collection activity or support services will not be allowed. Question 8: Is the current vendor(s) local agencies and what are their fees? Answer: One current vendor is local and the second is located in Southern California. The fees are 10% early out, 14% first 30 days of Bad Debt, 18% Bad Debt and 35% Legal. Question 9: What is the current liquidation rate of the Early Out placements? Answer: The current liquidation rate of the Early Out placements is 800 per month. Question 10: What is the current liquidation rate of the Bad Debt placements? Answer: The current liquidation rate of the Bad Debt placements is 400 per month. Question 11: Why is this work out for bid at this time? Answer: The work is out for bid at this time as required by the County of Monterey. Question 12: Will you consider separate vendors for the Early Out and Bad Debt work or will one agency be selected for both? Answer: One agency will be selected for both Early Out Question 13:
Please confirm the due date for this procurement is 2/29/2016.
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Answer: The proposal submittal deadline is confirmed to be February 29,2016. Question 14: What is the date by which you will answer these questions? Answer: We will answer all questions by Wednesday, February 17, 2016. Question 15: Why is the contract out to bid at this time? Answer: The contract is out to bid at this time because our existing contract is due to expire. Question 16: Have all options to extend the current contract been exercised? Answer: We have opted not to extend the current contract, but rather go out for bid. Question 17: Who is the incumbent, and how long has the incumbent been providing the requested services? Answer: The two incumbents are Metro Republic Commercial Services and Credit Consulting Services. Both vendors have provided services to NMC since August 1, 2007. Question 18: To what extent will the location of the bidder’s proposed location or headquarters have a bearing on any award? Answer: Please refer to RFP Section 10.0 Preference for Local Contractors. Question 19: How are fees currently being billed by any incumbent(s), by category, and at what rates? To how many vendors are you seeking to award a contract? Answer: We are not seeking to award a contract to a specific number of vendors. Question 20: Is the County currently using one or multiple vendors? Answer: NMC is currently using two vendors. Question 21: Who is/are the current vendor(s)? Answer: The current vendors are Metro Republic Services and Credit Consulting Services. Question 22: Why is the current project out for bid? Answer: The current project is out for bid because the contact with our existing vendors will be expiring soon. Question 23: How many vendors are you currently using for Early Out? Bad Debt? Vendors who work both? Answer: We are currently using tow vendors for both Early Out and Bad Debt. The vendors work both. Question 24: How many agencies are you looking to award with contracts for Early Out? Bad Debt? Vendors to work both? Answer: We are not looking for a specific number of agencies to award contract(s) for Early Out and Bad Debt. We are looking at sourcing vendor(s) who can work both. Question 25: Will you select an agency/agencies to work for you both Early Out and Bad Debt?
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Answer: We will select an agency/agencies to work both Early Out and Bad Debt accounts. Question 26: Upon what system(s) (e.g. Epic, Cerner, McKesson) are you operating? Answer: We are currently operating on the Meditech system. Question 27: Would you be open to receiving an RFP proposal from Global Recovery to assist with just the out-of-country debts that you encounter? Answer: We will not have any out of country debts so we will not need global recovery assistance. Question 28: Is there an incumbent? Answer: There are currently two incumbents. Question 29: If so, who is it? Answer: The two incumbents are Metro Republic Commercial Services and Credit Consulting Services. Question 30: How many collection agencies does NMC intend to select in response to this RFP? Will the same agency work both Early-Out Collections and Bad Debt Collections? Answer: NMC does not have a preset number of collection agencies it intends to select in response to this RFP. The same agency will work both Early-Out Collections and Bad Debt Collections. Question 31: Does NMC require an On-Site Manager to work in the Hospital Accounting Department? Answer: NMC does not require an On-Site Manager to work in the Hospital Accounting Department. Question 32: Page 5, 2.4. “NMC will place approximately $132 million Early Out accounts and $102 million Bad Debt Accounts for debt collection services.” Is this amount to be placed annually or monthly? Answer: This amount is to be placed annually. Question 33: Page 5, 2.4. “NMC will place approximately $132 million Early Out accounts and $102 million Bad Debt Accounts for debt collection services.” When referring to Bad Debt Accounts is this considered primary accounts? How old are the Bad Debt accounts to be placed? Answer: These are considered primary and after insurance. Primary accounts are 20 days old from discharge and after insurance on average are 3 months. Question 34: Page 8, 5.7. “NMC will provide a Lock Box for all deposits. The Lock Box will be located at the bank.” Can you please clarify what type of deposits NMC would like deposited in this box? Also, is using this Lock Box mandatory? Answer: All Payments received by the credit bureau would be sent to the lock box. Yes, using the Lock Box is mandatory. Question 35: Page 8, 5.8. “Contractor will be allowed to litigate balances exceeding a certain dollar amount only with NMC’s approval.” At what dollar amount will successful contractors be allowed to litigate balances?
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Answer: There is no set amount at this time. Question 36: Work Experience Questionnaire, Collection Practices, Question 10. “Do you provide a grace period for accounts that you have identified as having insurance and/or where the patient pays the balance within a certain number of days of consignment?” Can you clarify if this is for 1st party or third party or both? Also, can you clarify if this question is referring to a contingency delay? Answer: This is the period between the placement of an account with the credit bureau and the time the payment is received. Whose collection efforts received the payment. Question 37: For clarification what is the average age of placement for Early Out and Bad? Answer: Primary and after insurance, primary accounts are 20 days old from discharge and after insurance on the average is 3 months. Question 38: At what day will accounts be received for Early Out placement? Answer: 20 day from discharge or payment from insurance Question 39: For Bad Debt Collections/primary accounts what is the length of placement? Answer: 7 years Question 40: Will there be any pre-conference meeting for this RFP? Answer: No Question 41: What is the average age of account being placed? Answer: The average age for primary accounts is 20 days old from discharge, and after insurance the average age is 3 months. Question 42: What is the length of placement? Answer: 7 years Question 43: How often will the accounts be placed (monthly, weekly...) Answer: daily Question 44: Will accounts be subject for credit reporting? Answer: Yes, after 120 days in bad debt if no payment plan has been established. Question 45: Is there any backlog to be placed with an agency? Answer: Yes Question 46: For pricing purposes, how many collection agencies will NMC select to service the delinquent debt? Answer: We will make this determination once all proposals have been received and evaluated.
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 47: How many collection agencies serviced the NMC’s most recent collection contract? Answer: Two Question 48: What is the historical 12 month liquidation rate for the NMC’s delinquent portfolio? Answer: 3 ½ to 4% bad debt Question 49: What were the previous fees charged by the collection agency(s) that recently serviced NMC’s delinquent portfolio? Answer: 10% early out / 14% first 30 of bad debt / 18% bad debt / 35% legal Who are the incumbents? Question 50: What improvements would the proposer like to see from the vendor on this contract versus the previous contract? Answer: Larger returns on collections for both bad debt and early out. Question 51: Is the current vendor(s) local agencies and what are their fees? Answer: One vendor is local and the second is located in Southern California. Their fees are 10% early out, 14% first 30 days of placement, 18% bad debt, 35% legal Question 52: What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Answer: Yearly $267,200.00 for early out , and $113,100.00 for bad debt Question 53: Please describe your level of satisfaction with your current vendor(s), if applicable. Answer: We are satisfied with one of the current vendors, but dissatisfied with the other. Question 54: Can you please provide a greater description of the specific kind of receivables to be placed for collection? Answer: Self-pay accounts, patient’s co-pay / deductibles for services rendered at the hospital and clinics Question 55: To what extent are these accounts owed by private consumers versus commercial businesses? Answer: All accounts are private consumers Question 56: Will accounts be primary placements, not having been serviced by any other outside collection agency, and/or will you also be referring secondary placements? If so, should bidders provide proposed fees for secondary placements also? Answer: Accounts will be primary placements
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 57: What is the average age of accounts at placement (at time of award and/or on a going-forward basis), by category? Answer: Self-pay will be 15 days after discharge, co-insurance deductibles average 3 months Question 58: What is the monthly or quarterly number of accounts expected to be placed with the vendor(s) by category? Answer: The monthly number of accounts is approximately 750 accounts early out, and 470 bad debt accounts on a monthly basis. Question 59: What is the monthly or quarterly dollar value of accounts expected to be placed with the vendor(s) by category? Answer: Monthly $223,000 early out and $100,000 bad debt Question 60: If applicable, will accounts held by any incumbent(s) or any backlog be moved to any new vendor(s) as a one-time placement at contract start up? Answer: Backlog be moved to new vendor as one time placement Question 61: What are your current rates for early out and for bad debt. Answer: 10% early out 14% first 30 days of placement 18% bad debt and 35% legal. Question 62: According to Section 6.1, the Agreement will be for a period of three (3) years. Are the placements as described in Section 2.1 annual or total for the 3-year period? Answer: Total Question 63: What is the current vendor’s historical liquidation (recovery) rate and contingency fee for both bad debt collection services and Early Out services? Answer: 3% bad debt 48% early out. 10% early out 14% first 30 days of placement 18% bad debt and 35% legal Question 64: Section 5.4.2 allows for legal action when appropriate. Will vendor also be able to report unpaid accounts to the major credit bureaus? Answer: Yes, after 120 days Question 65: Will vendor be allowed to charge interest on unpaid accounts according to California Statute? Answer: Yes Question 66: Will you describe what happens to accounts prior to sending them to an Early Out agency? Answer: A Statement is sent out to the patient Question 67: The average balance for both Early Out (listed at $3,882) and Bad Debt (listed at $4,080) accounts seems fairly high – Will you confirm the balances?
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Answer: Early out is $3,882 and Bad Debt is $4,080 Question 68: Will you allow an agency to have access to your system? If so, will an agency be able to input information, or will access be on a read-only basis? Answer: Yes, they would have access and the ability to put comments on the accounts. Question 69: What percentage of accounts are true self pay compared to balance after insurance? Answer: Our Self pay is about 3% of the gross A/R Question 70: Will you describe your payer mix? Answer: Medi-Cal 25% HMO Medi-Cal 29% Commercial 35% Self-Pay 3% 8% Short Doyle Question 71: Will accounts from Early Out be sent back to NMC prior to be sent to Bad Debt? If so, how long of a delay do you expect prior to these accounts rolling? Answer: No they will stay with the agency Question 72: Can you explain how you would like accounts to be worked where insurance is discovered for both Early Out and Bad Debt? Answer: The accounts sent back to NMC and a set fee paid to the agency Question 73: Would you want these returned back to you? Answer: Yes Question 74: Would you want the agency to refile the insurance? Answer: No Question 75: Will agencies be allowed to keep longer the accounts that are on a payment plan for both Early Out and Bad Debt? Answer: The agency keeps the accounts except for Medicare after 150 days of collections with no results must be returned to NMC Question 76: Do you conduct any charity care scrubbing on your accounts? Answer: Yes if it deems it Question 77: If an agency scrubs for charity and uncovers it, how would you like this to be handled? Answer: Sent back to NMC with their recommendations
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 78: Is any skip work done on accounts prior to sending them to agencies? If so, are you passing skip-located cell phones to agencies? Answer: No Skip by NMC ; We do have consent by all patient to use cell phone Question 79: Do you use an auto dialer for any patient reminder calls, overdue bills, etc.? Answer: No Question 80: What steps do you have in place to be in compliance with the TCPA? Answer: We have the patient’s signed consent forms and all forms are scanned into system. Question 81: You are requesting a letter to be sent to patient notifying them that their account is being assigned to collections or that a payment is made. Will this letter be on your letterhead, or do you envision this being the pre-collect letter? Answer: Yes all early out should be on NMC letter head Question 82: Additionally, will the cost of the letters mentioned in Question 20 be the responsibility of the contracted agency? Answer: Yes Question 83: Would you be willing to share a sample file header of what information you are providing to an agency? Answer: Yes when the agency is selected Question 84: What has been the historical liquidation rate provided by any incumbent(s) on Early Out accounts? Answer: 48% early out Question 85: What has been the historical liquidation rate provided by any incumbent(s) on primary accounts? ? Answer: 3% bad debt Question 86: What is your number one measurement when working with an agency? Answer: Turn around to cash per accounts assigned Question 87: Would you be willing to offer Mutual Indemnification? Answer: No Question 88: What is the percentage mix of Medicare, Commercial, True Self Pay? Answer: Medi-Cal 25% HMO Medi-Cal 29% Commercial 35% Self-Pay 3% 8% Short Doyle
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 89: What rate is the current vendor for Early Out and Bad Debt services receiving? Answer: 3% Bad Debt 48% early out Question 90: If separate vendors are chosen for both programs, will those accounts that are on payment plans stay with the collection agency that established the plan or be transferred to the next agency. Answer: If the account is with the selected agency they keep the account on the payment plan until termination of agency. Question 91: Will accounts be placed with the Early Out agency at day one of patient responsibility? If not, when does that occur? Answer: Account will be placed with agency 15 days from discharge Question 92: Is the initial itemized statement sent to the patient directly from Natividad or would the agency send it? Answer: Natividad will send the first statement Question 93: Is there a campaign strategy with regard to the number of letters to be sent to the patient during the Early Out stage? Answer: Three letters should be sent over a 90 day period. Question 94: Section 5.3.4 states that the Contractor will make one call per month. Does this mean one attempt or one conversation with the patient debtor? Answer: Prefer contact with patient Question 95: If so what is their (incumbents) fee rate for each type (early out & bad debt)? Answer: 10% early out 14% first 30 days of placement, 18% bad debt, 35% legal Question 96: If so, what is their (incumbents) rate of recovery on each fee type? Answer: 3% Bad Debt 48% early out Question 97: What are the anticipated monthly placement average balance by type? Answer: Monthly is approximately 750 accounts early out, and 470 bad debt accounts. The average balance for both Early Out (listed at $388) and Bad Debt (listed at $408) Question 98: What are the anticipated monthly placement total amounts due by type? Answer: Monthly $223,000.00 early out and $100,000.00 bad debt.
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 99: Are the placement volumes cited in the RFP an initial placement with subsequent placements to follow? If yes, please give your best estimate providing projected subsequent placement volume (Early-Out and Bad Debt accounts and dollars)? How often do you plan on placing accounts – monthly, weekly? Answer: We will place accounts daily (Monday thru Friday) Monthly $223,000.00 early out and $100,000.00 bad debt. ? Monthly is approximately 750 accounts early out and 470 bad debt accounts. The average balance for both Early Out (listed at $388) and Bad Debt (listed at $408) Question 100: Will NMC share the names of the current vendors who work NMC’s accounts? In addition, will NMC provide the dollars placed, dollars recovered, and the percentage recovery rates its current vendors achieve for NMC? This is essential to provide NMC competitive rates. Answer: Metro Republic and Credit Consulting Services. 3% Bad Debt 48% early out Question 101: Are the incumbents remitting net of fees or gross dollars to NMC? Answer: Gross to NMC Question 102: What are the current collection fees (percentage) charged by the incumbents? Answer: 10% early out 14% first 30 days of placement, 18% bad debt, 35% legal Question 103: Have the collection agency fees or commission rates changed from the start of the current contract? If so, what are the percentage fees currently being paid to incumbent(s)? Answer: No Question 104: Has NMC adjusted placement volume to the incumbents based upon performance? If so, what were the performance criteria? Answer: No Question 105: NMC is requiring that payments for Early-Out Collections be remitted directly to NMC while Bad Debt Payments may be forwarded by the collection agency. Will NMC clarify its purpose for requiring different fund remittance protocols? Answer: No interest charged on early out but bad debt agency can charge interest. Question 106: The RFP states that NMC will provide a lock box for all deposits. Will NMC confirm that the lock box is to be used for Early Out payments only and that Bad Debt payments will be processed by the collection agency? Answer: That is correct, the lock box is to be used for early out
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 107: NMC’ Rate Sheet for Debt Collection Services also asks bidders to provide legal fees. Litigating accounts is considerably more expensive than standard collection procedures. Typically, when litigation is a scored factor, the agencies will bid low and will not or minimally litigate accounts. Unless NMC’ counsel is providing legal support, it is necessary to increase collection contingency fees to also compensate for attorney fees. Most attorneys charge between 20-30% of the recovery amount. If agencies are required to hire their own attorneys, will NMC consider accepting a rate for litigation that incorporates those attorneys’ fees? Answer: Agency will have their own legal team and NMC will pay a higher percentage Question 108: NMC has requested bidders provide responses in their proposals to the following requirements: Net recovery percentages are equal to collections divided by net placements. What are your average net recovery percentages for similar hospitals (ie; county hospitals preferably located within California)? If you do not have experience working with county hospitals in California please define the criteria you used to select "similar hospitals". Answer: 3% Bad Debt 48% early out Question 109: What was your average recovery percentage for your organization for the last three years? Answer: 3% Bad Debt 48% early out Question 110: Will NMC explain in detail what validation process will be conducted? Will it include compliance with the Federal Management Securities Act data security requirements? Answer: We comply with all regulations. Question 111: Considering the importance of data security, will NMC make this a prerequisite/requirement in order for an agency to be awarded a contract? Answer: Yes Question 112: Will NMC require a Better Business Bureau rating as a component of the collection agency evaluation? Will NMC include as a point factor the number of complaints listed by agency on the CFPB web complaint portal? Answer: Not at this time Question 113: Will NMC consider an incentive program for the agencies with a monetary or bonus for the top performing collection agency or agencies? Answer: No
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 114: We wanted to get a little more clarification on these figures of $132 million in Early Out (EO) and $102 million in Bad Debt. Answer: Gross dollar amount for early out is around $3.2 million and Bad Debt is $1.3 million per agency yearly. The gross amount of EO $132 million is what is currently held by agency and $102 bad debt for the length of time the agency has been with us. Question 115: Are these from the last eight calender months or second placements recalled from the last agency? Answer: Figures are from last agency Question 116: What is your average monthly placement amount for EO and Debt Collection? Answer: Monthly $223,000.00 early out and $100,000.00 bad debt. ? Monthly is approximately 750 accounts early out and 470 bad debt accounts. The average balance for both Early Out (listed at $388) and Bad Debt (listed at $408) Question 117: Are any of these Bad Debt accounts older then (4) years from the date of service? Answer: Agency keeps them for 7 years. Placement is done to the agency in 15 days Question 118: Does this represent the annual NMC dollar total? Answer: This represents the monthly placement Question 119: What's the average age of the 25,000 Bad Debt accounts? Answer: 4 years Question 120: Will these numbers be split equally if (2) agencies are chosen? Answer: By alpha a-l m-z split is fairly equal Question 121: What is the fee schedule for the most recent (2) debt collection vendors? Answer: 10% early out 14% first 30 days of placement, 18% bad debt, 35% legal Question 122: What is the average collection percentage of net placements for the most recent (2) vendors? Answer: 3% Bad Debt 48% early out Question 123: Does NMC get written Patient “consent" allowing us to call their cell phones? Answer: Yes and is scanned on account.
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 124: Page 5, 2.4. “NMC will place approximately $132 million Early Out accounts and $102 million Bad Debt Accounts for debt collection services.” Is this amount to be placed annually or monthly? Answer: Gross dollar amount for early out is around $3.2 million and Bad Debt is $1.3 million per agency yearly. The gross amount of EO $132 million is what is currently held by agency and $102 bad debt for the length of time the agency has been with us. Question 125: Page 5, 2.4. “NMC will place approximately $132 million Early Out accounts and $102 million Bad Debt Accounts for debt collection services.” When referring to Bad Debt Accounts is this considered primary accounts? How old are the Bad Debt accounts to be placed? Answer: Self-pay will be 15 days after discharge, co-ins deductibles average 3 months Question 126: Page 8, 5.7. “NMC will provide a Lock Box for all deposits. The Lock Box will be located at the bank.” Can you please clarify what type of deposits NMC would like deposited in this box? Also, is using this Lock Box mandatory? Answer: Early out collections and yes it is mandatory Question 127: Page 8, 5.8. “Contractor will be allowed to litigate balances exceeding a certain dollar amount only with NMC’s approval.” At what dollar amount will successful contractors be allowed to litigate balances? Answer: Agreement with agency on dollar amount Question 128: Work Experience Questionnaire, Collection Practices, Question 10. “Do you provide a grace period for accounts that you have identified as having insurance and/or where the patient pays the balance within a certain number of days of consignment?” Can you clarify if this is for 1st party or third party or both? Also, can you clarify if this question is referring to a contingency delay? Answer: This is after Natividad has place the account with agency, but the collections efforts has been Natividad not agency Question 129: At what day will accounts be received for Early Out placement? Answer: Self-pay will be 15 days after discharge, co-ins deductibles average 3 months Question 130: For Bad Debt Collections/primary accounts what is the length of placement? Answer: Agency will keep in early out for 90 to 110 days from discharge them agency will transfer to their bad debt collections if no payment arrangement has been made
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Question 131: Will there be any pre-conference meeting for this RFP? Answer: No Question 132: What is the average age of account being placed? Answer: 4 years of all accounts Question 133: What is the length of placement? Answer: Self-pay will be 15 days after discharge, co-ins deductibles average 3 months Question 134: Will accounts be subject for credit reporting? Answer: Yes Question 135: Is there any backlog to be placed with an agency? Answer: Yes Question 136: For pricing purposes, how many collection agencies will NMC select to service the delinquent debt? Answer: We do not have a set number of collection agencies that we will be looking to select. Question 137: How many collection agencies serviced the NMC’s most recent collection contract? Answer: Two Question 138: What is the historical 12 month liquidation rate for the NMC’s delinquent portfolio? Answer: 3% Bad Debt 48% early out Question 139: What were the previous fees charged by the collection agency(s) that recently serviced NMC’s delinquent portfolio? Answer: 10% early out 14% first 30 days of placement, 18% bad debt, 35% legal Question 140: Who are the incumbents? Answer: Metro Republic and Credit Consulting Services Question 141: What improvements would the proposer like to see from the vendor on this contract versus the previous contract?
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Addendum No. 1 to RFP #9600-64 Debt Collection Services
Answer: Collections Question 142: Will NMC award any additional points for an agency proposing cost alternative or add on services that benefit NMC and or the patient debtor? Answer: No
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