Refund & Cancellation Policy

1. Overview & Service Commitment

As a specialized healthcare revenue cycle partner, PrimePulse Healthcare LLC (“PrimePulse”, “we”, “us”) delivers medical billing, certified medical coding, AR recovery, full-lifecycle RCM, patient access solutions, and medical transcription to hospitals, health systems, and physician practices nationwide.

Because our solutions involve specialized certified labor, secure EHR integration, and claims clearinghouse operations, refunds, service credits, and contract cancellations are governed by the structured criteria detailed below and the terms of executed Master Services Agreements (MSAs) or Statements of Work (SOWs).

2. Medical Billing & RCM Service Guarantees

For ongoing medical billing and full-lifecycle RCM contracts:

• Clean Claim & Submission Standards: PrimePulse commits to industry-leading first-pass clean claim rates (98%+ benchmark). In the rare event that a claim is rejected due to a demonstrable PrimePulse clerical error, our team corrects, scrub, and resubmits the claim within twenty-four (24) hours at zero incremental cost.
• Initial 60-Day Ramp-up Warranty: If a practice determines during the initial sixty (60) days of onboarding that our team has failed to adhere to mutually agreed operational workflows, the client may request a comprehensive audit and fee reconciliation.
• Electronic Remittance Reconciliation: We guarantee timely payment posting (ERA 835) within 48 hours of payer deposit. Any reconciliation variances reported by the client will be audited and adjusted immediately.

3. Medical Coding & Transcription Quality Standards

For certified medical coding and clinical transcription engagements:

• 95%+ Coding Accuracy Guarantee: All clinical encounters are coded by certified AAPC/AHIMA professionals. In the event that an internal or external compliance audit identifies coding inaccuracies attributable to our team falling below 95%, PrimePulse will re-code the impacted encounter batch at no fee and issue a prorated credit on relevant coding charges.
• 99.8% Medical Transcription Accuracy: Transcribed clinical records and operative notes that do not meet our 99.8% precision guarantee or STAT turnaround SLAs will be revised with urgent priority and credited upon verification.

4. AR Recovery & Contingency Billing Terms

For aging accounts receivable (AR) recovery and denial resolution projects:

• Performance-Based Contingency: Where AR services are contracted on a pure contingency basis (percentage of collections), fees are only earned and invoiced when insurance or patient cash is successfully recovered and posted. If no funds are collected on an aging balance, zero contingency fee is incurred.
• Fixed Audit Projects: Fixed-fee AR forensic audits and denial root-cause assessments are billed on milestone completion. Milestone deliverables accepted by client leadership are non-refundable.

5. Retainers & Contract Cancellation

For recurring service agreements and monthly retainers:

• Ongoing RCM, patient services, and medical billing agreements may be cancelled or modified with thirty (30) to sixty (60) days’ advance written notice as defined in the specific client agreement.
• Any prepaid retainer funds exceeding completed monthly services or accrued clearinghouse fees will be refunded within thirty (30) business days following final transition and data handoff.

6. Billing Inquiries & Rate Adjustments

Client facilities have thirty (30) calendar days from invoice receipt to submit a billing inquiry or timecard variance claim. Our billing department will review shift logs, electronic time records, and supervisor approvals to process adjustments or issue revised invoices within five (5) business days.

7. Claims & Review Procedure

To request a candidate replacement, billing credit, or service adjustment:

1. Submit Notice in Writing: Send a formal request to our client services desk at info@primepulsehealthcare.com with your facility name, invoice/SOW number, and details of the request.
2. Account Manager Review: Your designated PrimePulse workforce director will contact you within one business day to assess the situation and initiate corrective action.
3. Resolution & Processing: Approved replacement deployment or credit memos will be finalized within three to five (3-5) business days.

8. Billing & Finance Support

For questions regarding invoices, payment schedules, or refund adjustments, please contact our accounts team: