This RFP seeks a qualified vendor to provide comprehensive billing, collections, reporting, customer service, and revenue cycle management services for emergency medical services (EMS). The selected provider will be responsible for billing and claims processing through electronic and paper claim submissions, ensuring coding verification, charge capture review, claims tracking, denial and appeals management, as well as handling billing across Medicare, Medicaid, commercial insurance, workers compensation, and auto insurance.

Additionally, the vendor must manage patient statements, payment plans, inbound and outbound customer service calls, credit card and electronic payment processing, and coordination with an approved collection agency for self-pay collections. Robust monthly and annual reporting, real-time dashboard access, and custom reporting are required to provide transparent oversight.

Compliance and regulatory support include strict adherence to HIPAA requirements, audit assistance, Medicare/Medicaid audit response, OIG guidance, and support for rate studies as needed. The vendor must also manage GRAMA fulfillment, including records retrieval/redaction, secure delivery, and request tracking, as well as provide dedicated and Spanish-speaking customer service representatives, a toll-free support line, written correspondence management, and complaint tracking.