Thrive Revenue Cycle

Call & Account Auditing

💲 Price: $750 / month
Includes up to 10 call + account pairings per month. Custom quotes available for higher volume.

Overview

The Call & Account Auditing service helps practices improve both the quality of patient communication and the accuracy of follow-up actions in the revenue cycle. By pairing recorded calls with account reviews, Thrive identifies gaps, risks, and opportunities across front-desk, billing, and AR staff performance.

This service is ideal for:

  • Practices outsourcing calls or using internal call teams
  • Groups with complaints, denials, or refund errors tied to patient interaction
  • Teams with high turnover or recent training needs
  • Organizations seeking defensible audit trails or QI documentation

What’s Included

  • Monthly audit of up to 10 call + account pairings
    • Front desk (eligibility, benefit quote, appointment setup)
    • Billing/AR follow-up (balance inquiry, denial handling, payment plans)
  • Audit criteria includes:
    • Accuracy of information shared
    • Tone, compliance, and empathy
    • Documentation alignment
    • Timeliness of follow-up
  • Written summary for each case + scoring rubric
  • One consolidated monthly insights report
  • Optional team debrief with recommendations (add-on)

Deliverables

  • 10 individualized call/account audit reports
  • Monthly PDF summary with trends and training suggestions
  • Performance tracking dashboard (quarterly)
  • Scoring rubric customized to your policies
  • Optional staff coaching materials (cheat sheets or scripts)

How It Works

  1. Thrive receives call recordings and account data (via secure upload)
  2. Each interaction is reviewed using our proprietary rubric
  3. You receive detailed documentation + scores for each pairing
  4. Use results to coach your team and improve consistency

ROI & Benefits

  • Reduce billing errors tied to patient miscommunication
  • Protect your practice from compliance risk
  • Identify root causes of patient frustration or payment delays
  • Provide staff with real, actionable coaching materials
  • Create defensible documentation for internal or payer audits

Compliance Note

All PHI is handled under a HIPAA-compliant workflow. A signed BAA is required prior to service launch. Review is conducted by certified auditors.

Start Auditing My Team’s Calls