01. Service Cancellation Terms & Notice Periods
Healthcare revenue cycle operations involve substantial clinical workflows, EDI clearinghouse routing, and payer enrollment mappings. Consequently, cancellations are governed by structured transitional standards:
- Ongoing Managed Services: Unless otherwise specified in your Master Services Agreement (MSA), recurring monthly revenue cycle management and medical billing services may be cancelled by either party upon delivering thirty (30) calendar days written notice to billing@indiquerrcm.com.
- Immediate Termination for Cause: Either party may immediately terminate an active agreement upon written notice if the other party: (a) commits a material breach of HIPAA confidentiality; (b) enters bankruptcy or liquidation; or (c) loses professional healthcare licensing or accreditation.
02. Contingency Fees & Retainer Subscriptions
Our billing models fall into two core frameworks:
| Billing Model | How It Functions | Cancellation & Pro-Rata Rules |
|---|---|---|
| Contingency RCM (% of Collections) | Fees charged only as a calculated percentage of actual monies collected from payers and patients. | Client pays percentage only on claims adjudicated and paid prior to and during the 30-day notice period. No prepayment to refund. |
| Monthly Platform Subscription / Dedicated Coder Retainer | Flat monthly recurring fee for dedicated FTE coders or proprietary clearinghouse scrubbing access. | Billed at the start of each monthly billing cycle. Upon notice, service remains active through the end of the paid billing period with no auto-renewal. |
03. Refund Eligibility Criteria
Indiquer RCM issues fee refunds or account statement credits under the following documented circumstances:
- Mathematical Invoicing Errors: If a clerical discrepancy results in an overpayment of contingency percentages or software retainers, the verified overage is refunded in full.
- Service Level Agreement (SLA) Failure: If Indiquer RCM fails to meet explicit contractually guaranteed submission turnaround metrics resulting in avoidable, irreversible payer timely filing denials, a credit is applied in accordance with the executed MSA SLA provisions.
- Duplicate Remittance: Accidental duplicate payments submitted via automated ACH or corporate credit card are identified, verified, and reversed immediately.
04. Non-Refundable Services & Customized Work
Due to intensive labor allocation, professional licensing credentials, and third-party administrative costs, the following specialized services are non-refundable once initiated:
- Provider Credentialing & Payer Enrollment: Administrative fees paid for hospital privileging, CAQH profile establishment, and commercial payer credentialing applications once submitted to payer review boards.
- Historical Accounts Receivable Deep-Dive Audits: Forensic audit retainers for reviewing legacy aged AR older than 120+ days.
- Custom EDI Integration & EHR Mapping: Engineering expenditures incurred building bespoke HL7, FHIR, or custom API clearinghouse pipelines for client EHR/PM systems.
- AAPC/AHIMA Coding Already Rendered: Hours dedicated to completed operative note reviews, coding audits, and chart abstraction cannot be refunded once delivered.
05. Processing Timelines & Disbursement Methods
Once a refund or credit memorandum is approved by Indiquer RCM's Finance Department:
- Review & Audit Stage: 2 to 3 business days to cross-examine claims ledgers and bank remittance data.
- Disbursement Schedule: Approved funds are released within 5 to 10 business days.
- Payment Channel: Refunds are disbursed strictly via the original payment channel (Automated Clearing House - ACH direct deposit, wire transfer, or corporate credit card reversal).
06. Post-Termination Transition & Data Handover
Upon effective termination of services, Indiquer RCM facilitates a smooth, disruption-free transition to your internal staff or successor billing vendor:
- Run-Out Period: Client may elect a 60 or 90-day run-out agreement allowing Indiquer RCM to finalize pending appeals and AR recovery for claims already submitted.
- Data Export: All patient billing histories, ERA archives, and aging reports are exported in standardized CSV / HIPAA-compliant EDI formats.
- Credential Revocation: Provider portal logins and EHR integrations are terminated and verified to safeguard patient confidentiality.