The challenge
Falck Ambulance, the world’s leading international ambulance operator, struggled with a lengthy and inefficient billing process. With multiple billing centers operating differently, it took up to 9 months to obtain patient information and complete billing forms, resulting in delays, frustrations, and potential revenue loss.
The solution
Using PandaDoc’s form creation and automation features, Falck Ambulance now generates and sends billing forms quickly and easily. The forms are embedded on their website and linked in text messages, allowing for faster collection of patient information and insurance details.
By leveraging PandaDoc, Falck has reduced their billing cycle time by 6 months and significantly improved their document management process.
Diagnosing billing inefficiencies
As the world’s leading international ambulance operator with over 100 years of experience, Falck manages more than 3,000 ambulance and patient transportation vehicles across 15 countries. Their mission is to advance sustainable healthcare to meet people’s changing needs. However, their inefficient billing processes were creating significant operational challenges.
Charisse Jacobs, IT support at Falck Ambulance, faced a critical issue with the company’s billing system. “Typically, we were looking at about nine months to actually get these forms completed by our patients, so we could bill their Medicare providers,” she explained. The nature of emergency services meant that gathering patient information was often a secondary priority to saving lives, creating a constant struggle to obtain necessary billing details.
With nine separate billing centers, each operating differently, Falck’s billing process was inconsistent and inefficient. Some centers barely sent out bills at all, relying on collection services after minimal follow-up attempts. This resulted in 1,000 to 2,000 forms returned monthly, creating an unsustainable situation that needed to change.
Streamlining with PandaDoc forms
Falck chose PandaDoc to revolutionize their form creation and distribution process. The platform’s user-friendly interface and powerful automation capabilities were key factors in their decision.
PandaDoc’s form creation tools allowed Falck to quickly design and implement new billing forms. Falck then embedded these forms on their website and linked to them in text messages, making it easy for patients to access and complete them. This streamlined approach dramatically reduced the time it took to collect crucial information.
“The form we now send out using PandaDoc to collect insurance is probably the most successful one to date,” Jacobs noted. “They’re embedded on our website, and when we send out text messages, the form link is right there.”
Jacobs was impressed by PandaDoc’s simplicity and collaborative features. “I can click on the link, fill out the form, and then I’m done. That’s the way I pitched it to management,” she explained. “I can give other reps access to be able to grab it, someone else can work on it, and we can stay on top of things. I needed a fail-safe and I feel like I have it here.”
The platform’s search functionality further enhanced Falck’s document management and billing. “When I’m looking for documents, I can search by invoice number and email address. All in one centralized location,” Jacobs explained, highlighting the efficiency gains PandaDoc brought to her workflow.
Accelerating billing with automation
Another significant advantage of implementing PandaDoc was the ability to automate much of the billing process. This automation not only saved time but also reduced the potential for human error in data entry and form processing.
“We send forms to insurance a lot faster,” Jacobs explained. “And the sooner you get to Medicare, the better your chances of getting paid. Plus, you have more time to collect the balance from the patient.”
PandaDoc’s ease of use and affordability compared to competitors was also a crucial factor. Jacobs highlighted the cost savings: “With PandaDoc, we were able to get the numbers down to between $10,000 and $12,000 per year for up to 7,500 envelopes. For the same amount of envelopes, DocuSign was going to charge us $100,000.”
Slashed the billing cycle by 67% and saved $88,000+
Integrating PandaDoc’s robust features into their billing process marked a turning point in how Falck managed patient interactions and document flow. By leveraging PandaDoc’s powerful form creation and automation capabilities, they dramatically reduced their billing cycle time by 6 months — a 67% improvement — while saving over $88,000 annually compared to competitor solutions.
The success of the billing forms inspired Falck to expand their use of PandaDoc to other areas, including record requests, refund requests, and complaint forms. This comprehensive approach to document management has positioned Falck to focus on what matters most: providing life-saving emergency services while ensuring efficient operations and timely revenue collection.
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"I can click on the link, fill out the form, and then I’m done. That’s the way I pitched it to management. Then, she noted the major difference in pricing between us and our top competitor. With PandaDoc, we were able to get the numbers down to between $10,000 and $12,000 per year for up to 7,500 envelopes. For the same amount of envelopes, DocuSign was going to charge us $100,000."
