Collector - September 2017 - 48

LASTWORD

Making Personal Connections
KeyBridge Medical Revenue Care keeps patients' and clients' needs at the forefront.
By Katy Zillmer

O

COMPANY NAME:
KEYBRIDGE MEDICAL
REVENUE CARE
INCEPTION:
1981
HEADQUARTERS:
LIMA, OHIO
LEADERSHIP:
PRESIDENT SCOTT KOENIG;
VICE PRESIDENT OF SALES AND
MARKETING BRIAN GARVER;
VICE PRESIDENT OF OPERATIONS
BRANDON LEE
EMPLOYEES: 50-60

48

ver the last 40 years, KeyBridge
Medical Revenue Care has had
one consistent priority: giving
patients the best possible experience
during the collection process.
The company, based in Lima, Ohio,
was founded by Ned Koenig in 1981 as
General Audit Corp. Today Ned's son, Scott
Koenig, leads the company, continuing the
family legacy while adapting to current
technology, payment and service trends in
the medical collections industry.
"Over the last several years we've really
upped our game when it comes to being a
patient-centered organization," said Brian
Garver, vice president of sales and marketing
for KeyBridge. "Everything we do, the first
question we ask ourselves is, 'Does this benefit
the patient? Does this give them a better
experience during the billing or collections
process?' It holds true to our company's core
values to take care of the patients."
Scott Koenig came on board as a company
leader in the mid-1990s, applying his
engineering background to the industry
using a data-driven approach.
"Scott has really challenged us to raise the
bar in our industry and offer better solutions
that are innovative, that are compelling and
that eliminate pain for the patient when it
comes to being able to pay their medical bill,"
Garver said. "Scott's also the one who has really
challenged us to broaden our footprint from a
service geography standpoint. We're growing
rapidly and have clients throughout the
Midwest and as far as Texas and California."
KeyBridge's call center associates and
leadership team are continuously evaluating
their skills by asking patients questions to
ensure they had a positive experience and
were presented clear information about the
billing and payment process.
"There was a time in healthcare collections
where it wasn't about the patient. Now it's

consumer-patient focused, which is where it
belongs," Garver said.
Today healthcare providers and medical
debt collection agencies are also more
focused on communicating the cost of care
and payment options on the front end.
"Our accounts receivable management
department has a process that once a
balance hits patient responsibility, we get
involved and we work as an extension of
our healthcare client and we take over the
billing process," Garver said. "The whole
goal there is to ... make sure the patient
feels good about the experience, they feel
comfortable with the information provided
and to make sure they are given the best
opportunity to pay their bill or make
arrangements to pay the bill right then."
KeyBridge's leadership team keeps
tabs on new technology trends to ensure
its service to patients and clients is
continuously improving.
For instance, the company created an
online payment portal for patients as well
as a service for clients to monitor real-time
billing performance and accounts. The next
step, Garver said, is building on that service
through a mobile app consumers can access
on their phones.
KeyBridge also remains focused on
training its staff and developing an
internal culture that shows dedication to
the patient experience.
"Culture is king at KeyBridge," Garver
said. "It's what has allowed us to be
recognized nationally as a nine-time Best
Places To Work Organization. Being a
patient-focused organization is really
a choice; and it's not only a choice of
our organization, it's the choice of our
individual associates at KeyBridge."
Katy Zillmer is ACA International's
communications specialist.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

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