9.11.26-Addendum 1-Low Dollar Value AR-Supplier QA.xlsx
XLSX spreadsheet 48 KB Posted
- Attached to
- Low Dollar Value AR Recovery
- Solicitation number
- UCHC5-216625251
- Issued by
- Hartford County, Connecticut
About this file
This is Addendum 1 to the Low Dollar Value Accounts Receivable Recovery solicitation issued by the University of Connecticut Health Center. The addendum modifies the original request for proposals for low dollar value accounts receivable recovery services, specifically related to collecting on low dollar insurance accounts receivable. Proposals were originally due September 28, 2026 at 2:00 p.m. EDT, with the vendor question and answer period having closed on September 1, 2026. The scope of work focuses on accounts receivable collection services with no stated restrictions on vendor eligibility. Proposers were required to submit comprehensive responses addressing organizational capability and structure, references, staffing plans, scope of work understanding, and cost competitiveness. The University of Connecticut Health Center reserved the right to award contracts to multiple proposers if deemed in its best interest.
Quoted prices must remain firm for a minimum of 180 days from the proposal due date, and the State of Connecticut's exemption from excise, transportation, and sales taxes must be reflected in all pricing submissions. All proposals become the sole property of UConn Health and will not be returned. Selected proposers must accept UConn Health's standard contract terms and conditions, including HIPAA compliance requirements and specified insurance and indemnification provisions. Compliance with Connecticut General Statutes Sections 4a-60 and 4a-60a regarding non-discrimination and equal employment opportunity is mandatory, along with executive orders on workplace violence prevention and environmentally responsible cleaning products. Required documentation includes CHRO Contract Compliance forms, SEEC Form 10 compliance certifications, OPM Form 1 campaign contribution certifications, W-9 forms, and debarment certifications. No work may commence prior to execution of a purchase order or contract.
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RFP
UConn Health -RFP UCHC5-216625251-Low Dollar Value AR Recovery
UConn Health RFP Section Supplier Question UConn Health Response
RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Objective tab | RFP OBJECTIVE & OVERVIEW, Paragraph 1 | Excel workbook - no fixed page
| Quoted passage: “The University of Connecticut Health Center (UConn Health) is requesting proposals from qualified organizations to to aid in collecting on low dollar insurance accounts receivable, currently defined as <$1,000.00. Expected monthly assignments equate to 4,200 accounts totally $775,000 per month.” | 1. Regarding: Current-state inventory and operating model What is the current state of this low-dollar insurance A/R inventory and the current operating model used to work it, including whether it is handled internally, by an incumbent vendor, or through a combination of resources? | Handled internally |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Objective tab | RFP OBJECTIVE & OVERVIEW, Paragraph 1; and RFP-Questions tab | Scope of Work Requirement/Question 31 | Excel workbook - no fixed page | ||
| Quoted passage: “Expected monthly assignments equate to 4,200 accounts totally $775,000 per month.” / “31. What are your typical success rates. Please also provide this by balance tier if possible ($50-200, $200-$500, $500-$1000)” | 2. Regarding: Historical liquidation over the past year - How much of this low-dollar insurance A/R has been liquidated over the past twelve months, both in dollars and as a percentage of assigned or eligible receivables? If available, please provide the result by balance tier and/or payer class. | This inventory was not previously outsourced. All follow up has occurred in-house |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Objective tab | RFP OBJECTIVE & OVERVIEW, Paragraphs 1-2 | Excel workbook - no fixed page | ||
| Quoted passage: “Expected monthly assignments equate to 4,200 accounts totally $775,000 per month.” / “The term of the award resulting from this RFP will be five (5) years...” | 3. Regarding: Projected volume over the five-year term - Does UConn Health anticipate the account count and placement dollars increasing, decreasing, or remaining relatively stable over the initial five-year term? If growth is anticipated, please provide any available forecast or planning assumption. | We utilized FY2026 data as the basis for our projections. While our goal is to continue expanding overall service volume, actual volumes may vary based on a number of factors, including ongoing system enhancements and optimization of system logic. As a result, we cannot guarantee increased volume and acknowledge that volumes could increase, remain stable, or decrease over time. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirement/Question 7 | Excel workbook - no fixed page | ||
| Quoted passage: “7. How does your approach differ based on payer type (commercial, Medicare Advantage, etc.)?” | 4. Regarding: Payer Mix - What is the current payer mix of the anticipated placements? Please provide the approximate percentage of accounts and/or dollars by payer class, including commercial, Medicare Advantage, Medicaid managed care and other material payer categories. | The payer mix consists of Commercial, Managed Care and Medicare advantage payers. UCH is excluding all MCD and traditional Mcr or governmental payers. Payer mix being placed is approximately 40% of claims expecting < $1000 and lacking payment after 45 days of billing. This will also exclude workers comp and VA claims. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirements/Questions 3, 5 and 7 | Excel workbook - no fixed page | ||
| Quoted passage: “3. Detail the lifecycle of an account placed with your agency for follow up” / “5. What is the average lifecycle of an account placed with you for follow up” / “7. How does your approach differ based on payer type...” | 5. Regarding: Age of receivables by carrier/payer class - What is the current age of the receivables expected to be placed with the selected vendor? Please provide the aging distribution overall and, if available, the anticipated age at placement by carrier or payer class. | 45-60 days: 7%, 60-90 days: 13%, 90-120 days: 9%, 120+ days: 71% |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Objective tab | RFP OBJECTIVE & OVERVIEW, Paragraph 1 | Excel workbook - no fixed page | ||
| Quoted passage: “Expected monthly assignments equate to 4,200 accounts totally $775,000 per month.” | 6. Regarding: . Initial backlog - Will the selected vendor receive only new recurring monthly assignments, or will an existing backlog also be transferred at implementation? If a backlog is anticipated, please provide the approximate account count, dollars and aging. | Decision has not been made yet on placement of backlog. All new assignments will be placed after 45 days from billing if no payment has been received. The placement method will be discussed during demo. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirement/Question 39 | Excel workbook - no fixed page | ||
| Quoted passage: “39. Which account types do you support? (No response/ Denied/underpaid claims)” | 7. Regarding: Denials / underpayments scope - : Please clarify the expected scope for denied and underpaid claims. Is the selected vendor expected to perform formal appeals, corrected claim submission and/or claim rebilling, or primarily payer follow-up and escalation? | Denials and underpayments are not included in scope |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirement/Question 40 | Excel workbook - no fixed page | ||
| Quoted passage: “40. Do you have any AR function limitations ? ( outreach to payers , patient contact etc.)” | 8. Regarding: Patient contact - Is patient contact expected within the awarded scope, or is the engagement intended to be limited to insurance/payer A/R follow-up? If patient contact is expected, please describe the circumstances and approximate volume. | Limited to insurance follow up |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirement/Question 10 | Excel workbook - no fixed page | ||
| Quoted passage: “10. Do you offer integration with Epic? If yes, describe what that integration entails (flat files, APIs, your staff working within Epic)” | 9. Regarding: Preferred Epic operating model - Does UConn Health have a preferred operating model for the selected vendor: direct work within UConn Health’s Epic environment, Epic Guesthouse, flat-file/API workflows, or a combination of these approaches? | UConn Health prefers that vendor work in Epic, however EPIC Guesthouse may be required based on internal Epic IT and Epic Wisconsin review of Vendor. Operating model can be a combination of both Epic and /or flat files approach. To be discussed during demo's. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirement/Question 11 | Excel workbook - no fixed page | ||
| Quoted passage: “11. Are you using EPIC guesthouse environment with any other EPIC clients?” | 10. Regarding: Epic Guesthouse requirement - Is current use of Epic Guesthouse with another client a mandatory requirement for award, or may a proposer describe an alternative Epic integration and operating model that satisfies UConn Health’s requirements? | Epic Guesthouse or other Epic requirements will need to be reviewed by the Epic teams. If vendor works in Guesthouse with another client, we will likely need to follow that approach at UCH we well. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirements/Questions 15, 17 and 18 | Excel workbook - no fixed page | ||
| Quoted passage: “15. Provide a sample implementation plan identifying the specific IT/Epic resources and efforts required from UConn Health.” / “17. If working in EPIC, what Epic tools do you leverage...” / “18. How do you utilize work queues (WQs) for AR follow-up?” | 11. Regarding: Epic access and UConn resources - If direct Epic access is expected, will UConn Health provide the selected vendor with the necessary Epic access, security roles, work queues and training? Please also identify any Epic build or implementation responsibilities UConn Health expects the selected vendor to own. | UConn Health will provide the selected vendor with the necessary Epic access, security roles, work queues and training. Epic build or implementation responsibilities with be a joint effort with UCH Epic team involved in building in our Epic instance. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirements/Questions 31 and 34 | Excel workbook - no fixed page | ||
| Quoted passage: “31. What are your typical success rates...” / “34. Provide examples of KPIs you believe are most relevant to success for low dollar follow up.” | 12. Regarding:. Required performance standards - Does UConn Health have minimum performance standards or target KPIs for the selected vendor, including recovery rate, resolution rate, days to resolution, productivity or inventory aging? | Standard performance will depend on method used by vendor. If automation, RPA, bots etc. are utilized, KPI's recovery rates and other metrics will need to be discussed. If vendor utilizes individual staff for follow up, there is a productivity requirement of 50 claims per day per user. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Pricing tab | PROPOSER PRICE RESPONSE, annual pricing section | Excel workbook - no fixed page | ||
| Quoted passage: “Provide your annual pricing below. Add additional lines as needed.” | 13. Regarding: Pricing methodology - Please clarify the preferred pricing methodology. Is UConn Health seeking a contingency-based recovery fee, fixed annual fee, per-account fee, or may proposers recommend the pricing structure they believe best aligns with the scope? | UConn has no preferred/required pricing model for these services |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Objective tab | RFP OBJECTIVE & OVERVIEW, Paragraph 5 | Excel workbook - no fixed page | ||
| Quoted passage: “Subcontracting and offshoring will not be allowed.” | 14. Regarding: Subcontracting and technology vendors - Please confirm whether the prohibition on subcontracting applies to operational labor/services and clarify whether ordinary-course third-party technology platforms, clearinghouses, data-transfer vendors or similar technology service providers are considered subcontractors under this requirement. | Offshoring applies to labor resources. If any data is being shared with a third-party such as an insurance discovery service, that must be disclosed. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirement/Question 49 | Excel workbook - no fixed page | ||
| Quoted passage: “49. Schedule - Provide your proposed schedule/timeline for completing the requested work, including a detailed implementation schedule with milestones and deadlines.” | 15. Regarding: Incumbent / transition - : Is there an incumbent vendor currently performing this low-dollar insurance A/R work? If so, will existing inventory transfer to the selected vendor, and does UConn Health anticipate a formal transition period or parallel operation? | There is no incumbent vendor |
| RFP-Scope-Response Spreadsheet - RFP reference: Compliance Docs | UCHC RFP-01 Form, RFP Schedule, Evaluation Criteria & Instructions | Section III.A, PDF page 3 (form page 2 of 3); and UCHC RFP-05 | RFP-Questions tab | Section H. Bid Compliance | Excel workbook - no fixed page | ||
| Quoted passage: “References are required – we review the names of the references as part of the bid evaluation.” / “UConn Health is a State of Connecticut agency – requests to keep bid responses confidential will be rejected.” | 16. Regarding: Reference confidentiality - UConn Health requires proposers to provide current and former client references. Certain client relationships may be maintained by a proposer as confidential commercial information and may not be publicly disclosed. In accordance with applicable Connecticut public-records law, including Conn. Gen. Stat. §1-210(b)(5)(A), may a proposer specifically identify its client reference information as confidential trade-secret/customer-list information for purposes of any subsequent public-records request, while leaving the remainder of its proposal subject to applicable disclosure requirements? | this is a state bid nothing is confidential |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Objective tab | RFP OBJECTIVE & OVERVIEW, Paragraph 1 | Excel workbook - no fixed page | ||
| Quoted passage: “...low dollar insurance accounts receivable, currently defined as <$1,000.00.” | 17. Regarding: Balance changes above the stated threshold - If an account is placed below $1,000 but later exceeds $1,000 because of payer activity, rebilling or adjustments, should the selected vendor continue working the account or return it to UConn Health? | This is to be determined. |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirement/Question 35 | Excel workbook - no fixed page | ||
| Quoted passage: “35. Describe your experience managing low-dollar patient and insurance AR in hospital settings” | 18. Regarding: Hospital versus professional receivables - Will placements include both hospital/facility and professional insurance receivables? If so, please provide the approximate account and dollar mix between the two. | Hospital only |
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Questions tab | Scope of Work Requirements/Questions 6 and 20 | Excel workbook - no fixed page | ||
| Quoted passage: “6. How do you determine when to stop working an account?” / “20. How do you flag accounts requiring UConn Health action?” | 19. Regarding: Account disposition / adjustment authority - What authority, if any, will the selected vendor have to make contractual adjustments, administrative adjustments or other balance changes? Please identify any actions that must be routed to UConn Health for approval. | UCH expected that the vendor follow existing adjustment protocols as internal users. Security measures are in place for approval process. Vendor will likely have a threshold for adjustments. |
Approval process will be automated within Epic.
| RFP-Scope-Response Spreadsheet - RFP reference: UCHC RFP-05 Scope & Response Spreadsheet | RFP-Pricing tab | PROPOSER PRICE RESPONSE, fixed-pricing requirement | Excel workbook - no fixed page | |||
| Quoted passage: “Pricing shall remain fixed throughout the initial five -year term of award.” | 20. Regarding: Pricing assumptions if volume or scope changes - If placement volumes, payer mix, account age or required scope materially differ from the assumptions provided in the RFP, will UConn Health consider a corresponding pricing adjustment during the initial five-year term? | This depends on your pricing structure, but fixed pricing is required. | |
| RFP-Scope-Response Spreadsheet - UCHC RFP-01, III.A, p. 2 of 3 (PDF p. 3): “Bidders are required to submit their bid responses electronically via email to the Buyer…” vs. UCHC RFP-09, Submission of Proposals §5, p. 1 of 6 (PDF p. 25): “The sealed envelope containing the proposal must be clearly marked…” | 21. Please confirm that proposals for this RFP are to be submitted electronically by email only and that no hard-copy or sealed-envelope submission is required. | Yes, please submit your entire proposal to the assigned buyer email address - pberry@uchc.edu | |
| RFP-Scope-Response Spreadsheet -UCHC RFP-01, RFP Schedule, Item 4, p. 1 of 3 (PDF p. 2): “UConn Health’s responses to written questions via Addendum” with the date field showing only “on or around” and no date. | 22. Please provide the anticipated date on which UConn Health will post its responses to proposer questions/addendum. | Answers to supplier questions will be posted on or around 9/11/2026 | |
| RFP-Scope-Response Spreadsheet - UCHC RFP-05, RFP-Pricing tab: “The price that you are quoting for this RFP must be entered into the ‘Proposer’s Discounted Price per Unit for UConn Health’ column.” The form requests Quantity/UOM/unit pricing, shipping and handling but does not identify the intended pricing unit for AR recovery services. | 23. Please clarify the required pricing methodology and Unit of Measure for Low Dollar Value AR Recovery services. Should proposers provide a contingency fee expressed as a percentage of recoveries, a per-account fee, another fee structure, or a combination thereof? If contingency pricing is permitted, please specify how it should be entered on the pricing tab. | Vendors are permitted to submit any pricing structure they deem appropriate | |
| RFP-Scope-Response Spreadsheet - UCHC RFP-05, RFP-Questions tab, Q38, cell A42: “What differentiates your approach for low-balance accounts (<$X threshold) versus standard AR?” The Objective tab defines low-dollar insurance AR as “<$1,000.00.” | 24. Please confirm that the “<$X threshold” referenced in Question 38 is intended to mean accounts with balances below $1,000. | Yes | |
| RFP-Scope-Response Spreadsheet - UCHC RFP-01, III.A, p. 2 of 3 (PDF p. 3): “UConn Health is a State of Connecticut agency – requests to keep bid responses confidential will be rejected.” UCHC RFP-09 §21, p. 3 of 6 (PDF p. 27): portions believed exempt from FOIA “must be specifically identified as such” with an explanation/rationale. | 25. Please clarify the confidentiality requirements. May proposers specifically identify portions of a proposal believed to be exempt from disclosure under FOIA and provide the required supporting rationale, notwithstanding the statement that requests to keep bid responses confidential will be rejected? If so, please confirm the required marking method. | Section H states we cant keep anything confidential - | |
| RFP-Scope-Response Spreadsheet - UCHC RFP-05, RFP-Objective tab: “...aid in collecting on low dollar insurance accounts receivable...” RFP-Questions Q35: “Describe your experience managing low-dollar patient and insurance AR…” | 26. Please confirm whether the scope of this engagement is limited to insurance AR or whether patient/self-pay AR will also be assigned to the selected contractor. | Insurance AR | |
| RFP-Scope-Response Spreadsheet - UCHC RFP-05, RFP-Pricing tab: “Payment terms are net 45 days.” Standard Contract §4.1: payment “within thirty (30) Calendar Days from the date of UConn Health’s receipt and approval of Contractor’s invoice.” | 27. Please clarify whether the applicable payment term under the resulting contract will be Net 45 as stated in the RFP Pricing tab or thirty calendar days as stated in Standard Contract §4.1. | net 45 days per the bid | |
| RFP-Scope-Response Spreadsheet - UCHC RFP-09 §§42–43, pp. 5–6 of 6 (PDF pp. 29–30): references a consulting agreement affidavit and certification required under C.G.S. §4-252; these forms are not listed among the bid-submission documents on the checklist. | 28. Please confirm whether the affidavits/certifications referenced in RFP Terms & Conditions §§42 and 43 are required with the proposal or only from the selected proposer prior to contract execution. If required with the proposal, please provide the applicable forms or links. | ||
| - RFP-Scope-Response Spreadsheet UCHC RFP-01, III.A, p. 2 of 3: proposal must be emailed; UCHC RFP-03, Items 3 and 11: completed Scope & Response Spreadsheet and signed/redlined contract must be included. | 29. Please confirm the required electronic file format for submission. Should UCHC RFP-05 be returned in its native Excel format, with signed forms and the contract submitted separately in PDF/Word format? Please also advise whether there is a required email subject line, file-naming convention, attachment-size limit, or process for submissions requiring multiple emails. | All of the RFP documents must be complleted/signed and submitted in the original format provided. Scope/Response spreadsheet must be submitted without tampering or format manipulation. The Compliance documents must be completed and signed and submitted in the original pdf packet provided. All supplemental information must be submitted as a separate attachment. Do NOT intertwine your additional information with the compliance documents. The standard contract is a separate word document to be redlined or signed and submitted with your proposal. Please use the RFP name and RFP number in the subject line of your email. you can send multiple attachments in or a zip fle. | |
| RFP-Scope-Response Spreadsheet -UCHC RFP-05, RFP-Objective tab: “Expected monthly assignments equate to 4,200 accounts totally $775,000 per month.” | 30. Please provide the anticipated payer mix for the monthly low-dollar insurance AR assignments, by account volume and dollars if available, including the major payer categories (for example, Commercial, Medicare Advantage, Medicaid/Managed Medicaid, and other government plans). | see response for question 4 above | |
| RFP-Scope-Response Spreadsheet -UCHC RFP-05, RFP-Objective tab: “Expected monthly assignments equate to 4,200 accounts totally $775,000 per month.” | 31. Please provide the expected aging distribution of accounts at the time of placement with the selected contractor (for example, 0–30, 31–60, 61–90, 91–120, 121–180, and 181+ days), and identify the aging basis UConn Health uses for this reporting. | Account ( insurance balance <$1000) will be placed after 45 days of billing if payment is not received. | |
| RFP-Scope-Response Spreadsheet -UCHC RFP-05, RFP-Objective tab: “low dollar insurance accounts receivable, currently defined as <$1,000.00”; RFP-Questions tab, Q31: “Please also provide [success rates] by balance tier if possible ($50-200, $200-$500, $500-$1000).” | 32. Please provide the anticipated monthly account volume and dollars by balance tier, using the tiers referenced in Question 31 and separately identifying accounts below $50, if such accounts are expected to be assigned. | 6% of accounts <$100, 49% of accounts between $101-500, 45% of accounts between $501-$1000 | |
| RFP-Scope-Response Spreadsheet -UCHC RFP-05, RFP-Questions tab, Q39: “Which account types do you support? (No response/ Denied/underpaid claims)” | 33. Please provide the approximate mix of UConn Health’s expected assigned inventory by account status/type (for example, no-response/unpaid, denied, and underpaid claims). For denied accounts, please also provide the leading denial categories by volume and dollars, if available. | 100% no response/no payment | |
| RFP-Scope-Response Spreadsheet -UCHC RFP-05, RFP-Questions tab, Q31: “What are your typical success rates. Please also provide this by balance tier if possible ($50-200, $200-$500, $500-$1000).” RFP-Objective tab identifies expected monthly assignments of 4,200 accounts totaling $775,000. | 34. Please provide UConn Health’s historical recovery/liquidation performance for comparable low-dollar insurance AR for the most recent 12 months, preferably by balance tier and aging bucket, including both dollars assigned and dollars recovered where available. | UConn Health current net collection ratio for insurance accounts is 97.5%. | |
| RFP-Scope-Response Spreadsheet -UCHC RFP-05, RFP-Questions tab, Q40: “Do you have any AR function limitations ? ( outreach to payers , patient contact etc.)” The RFP Objective describes the scope as insurance AR follow-up. | 35. Please clarify whether patient outreach is expected or permitted as part of insurance AR resolution (for example, coordination-of-benefits, insurance verification, accident information, or other patient-dependent issues), and whether there are any UConn Health-specific restrictions or approval requirements for such outreach. | Outreach is permitted, workflows needs to be followed. Including but not limited to sending letters. Any Medicaid secondary patients should be discussed in workflow set up. | |
| RFP-Scope-Response Spreadsheet - RFP Objective Tab. | |||
| Subcontracting and offshoring will not be allowed. | 36. Does the offshoring include Costa Rica and Columbia? | Offshoring includes anywhere outside of the United States/US Territories | |
| RFP-Scope-Response Spreadsheet - Scope Tab | |||
| Scope Q1–Q8, Q35–Q40 | 37. What are UConn Health’s top three reasons for issuing this RFP now, and what shortcomings in the current approach must the selected partner solve? | ||
| UCH is solving for resource limitations | |||
| RFP-Scope-Response Spreadsheet - Scope Q8, Q28, Q31, Q38 | 38. Please provide account counts and dollars by balance tier ($50–$200, $200–$500, $500–$1,000), payer, aging bucket, claim status, denial category, and hospital versus professional billing. | Professional billing is excluded, as these services are specific to HB (hospital) accounts. Please see responses below regarding volume and payer mix. | |
| RFP-Scope-Response Spreadsheet - Scope Q5, Q31, Q36 | 39. For the same segments, what were the last 12–24 months of cash recovery, resolution rate, average days to resolution, touches per account, and write-off rate? | Please see responses below regarding historical success rates. | |
| RFP-Scope-Response Spreadsheet -Scope Q28, Q45, Q48, Q53 | 40. What are the expected initial inventory and monthly placement volumes, dollars, seasonality, and growth assumptions during the five-year term? | Decision on placement of backlog has not been made at this point. Monthly placement volumes were included in this bid, seasonality data is not available, and growth should be expected given the trajectory of UConn Health's expansion of services. | |
| RFP-Scope-Response Spreadsheet - Scope Q26–Q27, Q31–Q38 | 41. What event will count as an HPI recovery, and how will cash, contractual adjustments, payer offsets, recoupments, takebacks, interest, and payments received after recall be attributed? | Commission will be made on net payments. Contractual adjustments are used to net down AR. If payment is not received and adjustments are taken to w/o balance, no commission will be paid. If takebacks are done, we expect that the vendor return any commission paid. recoups/takebacks will need to be monitored for invoices purposes. |
Recalled accounts are possible. discussions needed. recalls can be for a multitude of reasons, billing errors, charging issues etc. UCH will not be able to avoid recalls as this is normal course of business with AR.
| RFP-Scope-Response Spreadsheet -Scope Q10–Q17, Q21–Q27 | 42. Does UConn prefer HPI staff to work directly in Epic, use Epic Guesthouse, exchange flat files, or use a hybrid model—and which model will receive the strongest evaluation? | See response above |
| RFP-Scope-Response Spreadsheet -Scope Q12, Q21–Q27 | 43. Can UConn provide a de-identified sample extract, data dictionary, required identifiers, current file layouts, control totals, and known data-quality issues before final pricing? | No |
| RFP-Scope-Response Spreadsheet - Scope Q15, Q48, Q53 | 44. What is the required go-live date, preferred transition approach, and tolerance for a parallel run or phased launch by payer, balance tier, or aging cohort? | Go-live will be based on agreed upon timeline between UConn Health and awarded vendor. A phased approach would not be considered for implementation of these services |
| RFP-Scope-Response Spreadsheet -Scope Q31–Q38 | 45. Which Year 1 outcomes matter most—incremental cash, gross recovery rate, inventory reduction, aging improvement, cost-to-collect, payer issue prevention, or another metric—and what targets are expected? | all that are mentioned. Need to talk through targets |
| RFP-Scope-Response Spreadsheet -Scope Q39–Q44 | 46. Please confirm included and excluded account types, including no-response, denied, underpaid, zero-paid, appeals, COB, authorization, patient contact, credits, and legal or regulatory escalations. | accounts placements will be for any primary claims where no payment/ no response is received at the 45 days from billing date. No denial will be sent, no underpayments will be sent, No secondary claims will be sent. No self pay AR will be sent. There is no prior vendor activity |
| RFP-Scope-Response Spreadsheet - Scope Q3, Q6, Q8, Q39–Q44 | 47. Are there exclusions or hold rules based on age, filing status, litigation, bankruptcy, deceased patients, payer disputes, prior vendor activity, or existing appeals? | placement is only on insurance AR` |
| RFP-Scope-Response Spreadsheet -Scope Q3, Q24, Q48, Q53 | 48. Is another vendor or internal team working this inventory today, and how will open actions, prior notes, pending appeals, payer commitments, and account recalls be transferred? | These accounts are being handled internally today, with history documented within Epic |
| RFP-Scope-Response Spreadsheet - Scope Q20, Q29, Q48 | 49. What turnaround times can UConn commit to for medical records, coding review, authorization evidence, contract interpretation, write-off approval, and other client-action items? | Medical records proccess need to be discussed with HIM. |
Coding review is routes to internal coders and will require normal follow up process with internal teams using Billing indicators.
Authorizations are listed din Epic.
Contract interpretations are brought forward to internal contacts for confirmation. All contracts are loaded in Epic.
Write off approvals are done in Epic and have tiered approval process.
| RFP-Scope-Response Spreadsheet - Scope Q6, Q24, Q39–Q44 | 50. What closure, adjustment, compromise, and write-off authority may HPI exercise, and which balance or reason-code thresholds require UConn approval? | Vendor will work as an extension of our teams, UCH has policies in place that can be discussed in more detail during demos. |
| RFP-Scope-Response Spreadsheet - Scope Q7, Q31, Q46 | 51. Which payers and denial categories create the largest current backlog, longest response times, highest overturn potential, or recurring underpayments? | Denials are not in scope. Highest volume payers are Anthem and 'Other Commercial' bucket. |
| RFP-Scope-Response Spreadsheet - Scope Q7, Q29, Q46 | 52. What payer-provider relations contacts, escalation channels, contract resources, and existing payer initiatives can HPI leverage? | |
| UCH meets with the payers on a monthly basis. All payer related issues need to be communicated to UCH leadership for our tracker and escalation process to take place. Vendors will not discuss with payer provider relations contacts without UCH involvement. | ||
| RFP-Scope-Response Spreadsheet - Scope Q13, Q17–Q23 | 53. Which Epic work queues, activity codes, note templates, deferral rules, dashboards, and master files already exist, and what build changes are prohibited or strongly discouraged? | Vendor will follow our existing process for any activity codes, notes, follow up expectation etc., |
If WQs are built, they will b e discussed and built by our internal IT team. Vendor will not have access to build in Epic.
Dashboards can be discussed in demo's and created after awarded.
| RFP-Scope-Response Spreadsheet - Scope Q14–Q20, Q53 | 54. Which Epic, interface, security, reporting, and operational resources will UConn dedicate to discovery, testing, UAT, and go-live, and how many hours per week are available? | The appropriate resources needed to successfully implement will be provided by UConn Health. It is not possible to forecast weekly hour availability at this time. | ||
| RFP-Scope-Response Spreadsheet - Scope Q21, Q25–Q28 | 55. What are UConn’s required file frequency, processing windows, failure notification SLAs, retry rules, retention periods, and support coverage? | To be determined via implementation process | ||
| RFP-Scope-Response Spreadsheet -Scope Q31–Q38 | 56. How does UConn define gross and net recovery rate, resolved dollars, productivity, quality, first touch, timely follow-up, and days to resolution? What exclusions apply? | Gross - dollars collected as % of charges. Net - dollars collected as % of expected reimbursement. Other definitions can be discussed during RFP and implementation process | ||
| RFP-Scope-Response Spreadsheet - Scope Q9, Q27 | 57. Are there restrictions or approval requirements for RPA, AI-assisted prioritization, voice automation, portal automation, or use of payer data in analytics? | An IT security assessment will be completed by UConn Health, and any concerns about restrictions will be discussed during the contracting process. UConn Health has several native and vendor-provided AI and automation tools in place today. | ||
| RFP-Scope-Response Spreadsheet - Scope Q26, Q30, Q32–Q38, Q45 | 58. Does UConn expect Epic-native reports, UConn-hosted Power BI, HPI-hosted dashboards, scheduled extracts, or all of these? Who validates source-of-truth figures? | Epic serves as the source of truth, and all reporting options are acceptable | ||
| RFP-Scope-Response Spreadsheet - Scope Q24, Q28–Q38 | 59. Will UConn require contractual SLAs, service credits, recovery guarantees, minimum account coverage, or specific quality and productivity thresholds? | Potentially | ||
| RFP-Scope-Response Spreadsheet - Pricing tab | ||||
| Pricing Q8, Q31, Q38 | 60. 1. | Will UConn consider tiered contingency rates, hybrid pricing, or performance incentives by balance tier or recovery outcome, and what pricing basis is preferred? | We have no preferred pricing structure. | |
| RFP-Scope-Response Spreadsheet - Pricing Q28, Q41–Q48 | 61. Will UConn commit to minimum placement volumes or exclusivity for the defined portfolio, and how will scope or volume changes affect pricing? | We are seeking a sole vendor to award these services to. Placement volumes are contingent upon volume of claims. | ||
| RFP-General- | 62. If we do not qualify as an MBE/WBE, will we be disqualified from consideration for this contract? | No, you will not be disqualified for this particular reason | ||
| RFP-Scope-Response Spreadsheet - 2. | Billing System/Workflow Clarification: | 63. Please clarify whether the successful bidder will be required to work directly in the clients billing system, develop/provide an interface to clients system or receive and load the billing inventory into the bidder’s own system for processing and management. | Preferably within Epic. | |
| RFP-CT Source website - | 64.When attempting to connect to the Diversity link, we receive the error message below. | |||
| Please advise how we can obtain the Diversity requirements. | Please reach out to the CT Source Supplier dedicated tech support team | |||
| RFP-Scope-Response Spreadsheet - . Scope Definition & Volume | 65. Please confirm the definition of “low dollar value” — is the <$1,000 threshold based on original claim balance, current outstanding balance, or per-account average, and is there a floor (e.g., accounts under $25 excluded)? | Outstanding balance | ||
| RFP-Scope-Response Spreadsheet - . Scope Definition & Volume | 66. Is the ~4,200 accounts / $775,000 per month figure a trailing average, a projection, or a contractual minimum/maximum placement volume? | 12 month historical average | ||
| RFP-Scope-Response Spreadsheet - . Scope Definition & Volume | 67. What is the Avg Monthly Cash Collections for the assigned scope? | UConn Health's historical net collection ratio is 97.5% on insurance accounts as a point of reference | ||
| RFP-Scope-Response Spreadsheet - . Scope Definition & Volume | 68. What is the age of the account that get placed with the bid awarded vendor? | 45 days from claim date | ||
| RFP-Scope-Response Spreadsheet - . Scope Definition & Volume | 69. Please confirm the full payer mix included in the <$1,000 insurance AR population — specifically, does the population include traditional Medicare fee-for-service and Medicaid fee-for-service balances, or is it limited to commercial and Medicare Advantage/Medicaid managed care plans? | Government claims are excluded from scope. Volume will primarily come from commercial and Medicare Advantage plans. | ||
| RFP-Scope-Response Spreadsheet - . Scope Definition & Volume | 70. Please describe the current aging distribution of this population (e.g., 90-180 days, 180-365 days, 365+ days) and confirm whether these are first-placement accounts, secondary/tertiary placements, or a mix. | See above response regarding aging breakdown. All accounts have been handled in-house up to this point | ||
| RFP-Scope-Response Spreadsheet - . Scope Definition & Volume | 71. Is patient self-pay or patient-responsibility balance included in scope at all, or is this exclusively payer-owed AR? | Insurance AR | ||
| RFP-Scope-Response Spreadsheet - Current State & Incumbent | 72. Is there an incumbent vendor currently performing this work, and if so, what is the reason for this competitive solicitation (re-compete, dissatisfaction, contract expiration)? | No incumbent vendor | ||
| RFP-Scope-Response Spreadsheet - Current State & Incumbent | 73. What internal (UConn Health staff) effort, if any, is applied to these accounts before placement with a vendor? | As capacity and prioritization allows, staff follow up via payer portal or phone call to attempt to resolve. | ||
| RFP-Scope-Response Spreadsheet - Current State & Incumbent | 74. What is the current recovery/liquidation rate on this population, if UConn is able to share it? | UConn Health's historical net collection ratio is 97.5% on insurance accounts as a point of reference | ||
| RFP-Scope-Response Spreadsheet - Systems, Data & Integration | 75. What is UConn Health's core patient accounting/billing system (e.g., Epic Resolute HB/PB, Cerner, other), and what data feed/file format will be used to transmit account placements (837, custom file, SFTP, API)? | Epic, file specs TBD | ||
| RFP-Scope-Response Spreadsheet - Systems, Data & Integration | 76. How frequently are new accounts placed and recalled — daily, weekly, monthly batch? | Being that this will be newly outsourced, final cadence of files has not been determined. Tentatively placements would be weekly, with daily updates/recalls. | ||
| RFP-Scope-Response Spreadsheet - Systems, Data & Integration | 77. Will the vendor require direct access to UConn's billing system, payer portals, or clearinghouse, or is all payer follow-up expected to be conducted independently by the vendor? | We prefer that vendors work within Epic when possible, but this is open for discussion. | ||
| RFP-Scope-Response Spreadsheet - Systems, Data & Integration | 78. What reporting cadence and format (dashboard, file, portal) does UConn require for placement status, recovery, and recalls? | We are open to options, but at minimum monthly reporting suite accompanied by performance meeting. | ||
| RFP-Scope-Response Spreadsheet - Commercial / Contract Terms | 79.Since payment terms are listed as “Vendor Specified,” does UConn have an expected or historical fee structure (contingency percentage vs. flat/transactional fee) from prior placements it can share for calibration? | No incumbent vendor, and UConn Health has no preferred fee structure | ||
| RFP-Scope-Response Spreadsheet - Commercial / Contract Terms | 80. Is there a single award, or will UConn Health split this volume across multiple vendors? | Single award | ||
| RFP-Scope-Response Spreadsheet - Commercial / Contract Terms | 81. This is a contingency-based AR recovery service rather than a unit-priced good. Please advise how “Quantity” and “Unit of Measure” should be completed — e.g., should “Unit Price” represent a contingency fee percentage applied to dollars recovered, a per-account placement fee, or another structure? | UConn Health has no preferred structure. Please submit pricing model you deem appropriate for this scope | ||
| RFP-Scope-Response Spreadsheet - Commercial / Contract Terms | 82. Please confirm the scope of the offshoring prohibition. As per the Scope excel document, “Subcontracting and offshoring will not be allowed” | Offshoring to any personnel outside of the U.S. is prohibited. | ||
| RFP-Scope-Response Spreadsheet - RFP-Objective tab: The first item establishes the population assignment scope. A few clarifications would provide helpful context for our response. | 83. Are there any anticipated out of scope carve out populations such as certain services, or payers? | Government claims are excluded from scope. Volume will primarily come from commercial and Medicare Advantage plans. | ||
| RFP-Scope-Response Spreadsheet - RFP-Objective tab: The first item establishes the population assignment scope. A few clarifications would provide helpful context for our response. | 84. Does the assigned population only include HB accounts, or both HB and PB? | HB only | ||
| RFP-Scope-Response Spreadsheet - RFP-Objective tab: The first item establishes the population assignment scope. A few clarifications would provide helpful context for our response. | 85. Will there be a one-time placement of an existing backlog, or only new accounts that qualify within the assignment criteria? | Decision has not been made yet on placement of backlog. All new assignments will be placed after 45 days from billing if no payment has been received. The placement method will be discussed during demo. | ||
| RFP-Scope-Response Spreadsheet - RFP-Objective tab: The first item establishes the population assignment scope. A few clarifications would provide helpful context for our response. | 86. Is there an automatic adjustment process for accounts that fall below a specific balance threshold? | There is no automatic small balance write-off process in place | ||
| RFP-Scope-Response Spreadsheet - RFP-Objective tab: - Offshoring | 87. The fifth item clearly states offshoring will not be allowed. Question #28 in the “RFP Questions” tab references staffing models potentially leveraging both domestic and offshore options. We can support either model and have experience and approval to manage Epic populations offshore. Should the response include information regarding each and blended approaches? | Offshoring prohibition applies to labor resources. If any data is being shared with a third-party such as an insurance discovery service, that must be disclosed. | ||
| RFP-Scope-Response Spreadsheet - RFP-Pricing tab: | 88. Our organization offers both per FTE and contingent rates and would plan to include both in the RFP response unless UConn Health would like to communicate a preference. For contingent rate calculations, can you provide payer mix and cash factor (cash received as percent of gross charges) for the in-scope population? | We have no preferred pricing structure. Please see response above regarding payer mix and historical collection ratio | ||
| RFP-Scope-Response Spreadsheet - | 89.The RFP indicates an estimated monthly assignment of approximately 4,200 accounts totaling $775,000. Can UConn Health provide historical monthly placement volumes for the past 12 months? | There is no incumbent vendor | ||
| RFP-Scope-Response Spreadsheet | 90. Can UConn Health provide the historical average, median, and distribution of account balances within the <$1,000 population? | 6% of accounts <$100, 49% of accounts between $101-500, 45% of accounts between $501-$1000 | ||
| RFP-Scope-Response Spreadsheet | 91. What is the typical age of the AR at the time accounts are assigned to the vendor? | 45 days from claim date | ||
| RFP-Scope-Response Spreadsheet | 92.Can UConn Health provide an aging breakdown of the accounts, such as 0–90 days, 91–180 days, 181–365 days, and over one year? | 45-60 days: 7%, 60-90 days: 13%, 90-120 days: 9%, 120+ days: 71% | ||
| RFP-Scope-Response Spreadsheet | 93. Can UConn Health provide a summary ATB including accounts and volumes? | Please refer to data provided in other responses | ||
| RFP-Scope-Response Spreadsheet | 94. Can UConn Health provide a breakdown of historical collections for balances under $1K? | UConn Health's historical net collection ratio is 97.5% on insurance accounts as a point of reference | ||
| RFP-Scope-Response Spreadsheet | 96. Is this book of business currently outsourced? Will it be expected for the vendor to take on the backlog? | This is not currently outsourced. Decision has not been made yet on placement of backlog. All new assignments will be placed after 45 days from billing if no payment has been received. The placement method will be discussed during demo. | ||
| RFP-Scope-Response Spreadsheet | 97. At what day are these accounts placed with the vendor? | 45 days from claim date | ||
| RFP-Scope-Response Spreadsheet | 98. Are the 4,200 accounts expected to be assigned monthly on a consistent basis, or should vendors expect significant fluctuations in volume? | Fluctuations in volume are expected | ||
| RFP-Scope-Response Spreadsheet | 99. Please clarify the specific types of insurance AR included in the scope. Are these primarily denied claims, underpayments, unpaid claims, secondary insurance balances, or a combination? | Unpaid claims | ||
| RFP-Scope-Response Spreadsheet | 100.What collection activities are expected to be performed by the vendor, including claim research, eligibility verification, appeals, rebilling, payer follow-up, and payment posting/reconciliation? | All typical follow up actions related to unpaid claims aside from actions related to denials and underpayments, which are out of scope. | ||
| RFP-Scope-Response Spreadsheet | 101. What payer portals or systems will the vendor be expected to access, and will UConn Health provide the necessary credentials or access? | UConn Health will provide the necessary access to portals required to provide these services | ||
| RFP-Scope-Response Spreadsheet | 102. Are vendors expected to submit corrected claims or appeals directly to insurance carriers on UConn Health's behalf? | No, this would need to be referred back to UConn Health resources | ||
| RFP-Scope-Response Spreadsheet | 103. Does UConn Health allow the use of offshoring for this specific partnership? | no offshoring will be allowed | ||
| RFP-Scope-Response Spreadsheet | 104. Will the client continue to handle pre-claim release edits and DNFB related functions after go-live? | UConn Health will continue to handle these in-house | ||
| RFP-Scope-Response Spreadsheet | 105. Will vendor have access to rebill accounts or will rebills be requested through a client liaison? | If no changes to claim are being made, it can be resubmitted by vendor | ||
| RFP-Scope-Response Spreadsheet | 106. Can you supply a current ATB showing payer/financial class with both volumes of accounts and dollars for all ages including DNFB volumes? Claim itemization is not required and simple grid is acceptable to extrapolate expected volumes. Please indicate whether balances are net contractual or gross total charges. | Please see responses above | ||
| RFP-Scope-Response Spreadsheet | 107. Are remaining patient responsibility balances to be returned to the client after final insurance adjudication, or is vendor pursuing self-pay balances as part of scope? | UConn Health will pursue self-pay balances internally. The awarded vendor will not be expected to follow up once a balance is moved to the patient. | ||
| RFP-Scope-Response Spreadsheet | 108. Will out of state Medicaid be included within scope? If so, will vendor be expected to pursue provider enrollment in missing or expired states? | No | ||
| RFP-Scope-Response Spreadsheet | 109. Is there an existing backlog of aged small balance within the scope, or will the referrals be strictly ongoing with no backlog included? If backlog, please provide volumes (# & $) along with payer and aging demographics. | Decision has not been made yet on placement of backlog. | ||
| RFP-Scope-Response Spreadsheet | 110. If offshore resources are employees of the contracting company, would offshore resources be able to be considered for this project? | no offshoring will be allowed | ||
| RFP-Scope-Response Spreadsheet | 111. Can you please provide the following data: | |||
| Is scope exclusively for institutional claims, or are professional claims included within scope as well? | Hospital claims only. PB is excluded | |||
| RFP-Scope-Response Spreadsheet | 112. For the stated 4,200 accounts at $775,000 monthly ongoing referral estimate, is that calculated based on gross charges or is the $775k net of contractuals? | Net of contractuals | ||
| RFP-Scope-Response Spreadsheet | 113. Will low balance claims be referred at a specific age, or will they be referred to vendor on Day 1 post final bill? | 45 days from claim date | ||
| RFP-Scope-Response Spreadsheet - RFP Location: Section 1 – SCOPE OF WORK REQUIREMENTS & QUESTIONS FOR PROPOSER | ||||
| RFP Question #2: Describe your experience delivering low dollar insurance follow up services for multiple Epic clients. | 114. Will this be for PB or HB, both? | HB only | ||
| RFP-Scope-Response Spreadsheet - RFP Location: Section 1 – SCOPE OF WORK REQUIREMENTS & QUESTIONS FOR PROPOSER | ||||
| RFP Question #2: Describe your experience delivering low dollar insurance follow up services for multiple Epic clients. | 115. If the next responsible party on a placed account is an excluded payor, is the expectation that those balances are closed and returned? | Account would revert to internal UConn Health process at that point | ||
| RFP-Scope-Response Spreadsheet - RFP Location: Section 1 – SCOPE OF WORK REQUIREMENTS & QUESTIONS FOR PROPOSER | ||||
| RFP Question #4: Describe how you prioritize accounts to ensure maximum reimbursement potential. | 116. Can you please provide a detailed ATB by financial class and aging breakouts? By date of discharge w/ volume/value by payer/fin class. | Please see responses above regarding volumes by payer | ||
| RFP-Scope-Response Spreadsheet - RFP Location: Section 1 – SCOPE OF WORK REQUIREMENTS & QUESTIONS FOR PROPOSER | ||||
| RFP Question #5: What is the average lifecycle of an account placed with you for follow up. | 117. At what aged date would the inventory be placed with the bid awarded vendor? | 45 days from claim date | ||
| RFP-Scope-Response Spreadsheet - RFP Location: Section 1 – SCOPE OF WORK REQUIREMENTS & QUESTIONS FOR PROPOSER |
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