Operating standards
These are the service commitments written into every MARR Partners engagement agreement. They are published so that clients, billing partners, and their counsel can hold us to them.
Service commitments
| Area | Commitment |
|---|---|
| Audit turnaround | Recovery opportunity report within 5 business days of receiving the aging report. |
| Deadline handling | Every claim carries its timely-filing and appeal deadline. Claims within 30 days of a deadline are worked before anything else, in the first week of the engagement. A missed deadline on a claim we accepted is reported to you, with the cause. |
| Status verification | No claim is worked from the aging report alone. Status is confirmed with the payer (portal, 276/277, or call) before action. |
| Weekly status | A written status note every week: claims touched, appeals filed, payer responses, and anything waiting on the practice. |
| Monthly report and invoice | By the 10th of each month: claims worked, dollars recovered by payer and denial category, root causes, open opportunities, closed claims with reasons, and the invoice. |
| Reconciliation | Every recovered dollar is matched to a specific claim on the 835 remittance or EOB, so your team can post it without research. |
| Documentation requests | We tell you exactly what we need (record, signature, authorization) and by when, and we track it. We never contact your patients. |
| Response time | Practice inquiries answered within one business day. The phone line is answered 24/7. |
| Access | Read-only system access or claim-level exports, per named user, with MFA. Access is removed the day the engagement ends or the person leaves. |
| Invoicing | Fees are calculated only on remittances actually received, at the rate fixed in the agreement. Disputed line items are held out of the invoice until resolved. |
| Exit | No long-term contract. Thirty days' notice by either party. At exit you receive the full work log, open-claim status, and a close-out report; data is returned or destroyed per the BAA. |
What we never do
Patient contact
We never call, bill, or write to your patients. Insurance receivables only.
Money handling
Payers remit to you. We never receive, hold, or route practice funds.
Write-offs by age
We never recommend writing off a bucket by age. Every closed claim carries a reason.
Undisclosed offshoring
Claim data is worked by our U.S.-based team. No subcontractors touch patient data.
Fee surprises
No setup fee, minimum, software license, or fee on claims we close as unrecoverable. The rate in the agreement is the rate.
Replacing your team
We do not take over charge entry, coding, submission, or posting. Your billing team and vendor stay in place.
Documentation available on request
- Business Associate Agreement (our template, or yours)
- Engagement agreement with the fee schedule and exit terms
- Certificate of insurance (cyber liability and errors and omissions)
- W-9
- Security and access-control policy summary
- Sample weekly status note and monthly report
- Data return and destruction certification at close-out
Request any of these before signing; we would rather you read them first. Email audit@marrpartners.com.
Payer types we work
- Medicare fee-for-service (all MACs)
- Medicare Advantage plans
- Medicaid and managed Medicaid
- Commercial PPO, HMO, and POS plans
- Blue Cross Blue Shield plans
- Workers' compensation carriers and bill-review vendors
- Auto and liability carriers
- TRICARE and VA community care
- Dental carriers and dental PPO networks
Every payer type in the aging report is in scope. Deadlines and appeal rules are taken from your contracts, not from generic tables.
How we are measured
Recovered dollars per claim worked, deadline misses (target: zero), days from receipt of documentation to appeal filed, and the share of closed claims with a documented reason (target: 100%). These appear on every monthly report so the numbers that matter to you are the numbers we report on.