Jefferson Billing Customer Service — Comprehensive Guide

Overview and company mission

Jefferson Billing was founded in 2008 to provide specialty medical billing and revenue cycle management for small-to-mid-sized practices. Headquartered at 123 Jefferson Avenue, Suite 400, Richmond, VA 23219, the company supports over 1,200 provider locations across 36 states and processes approximately 3.4 million claims annually (2024 internal report). The stated mission is to reduce accounts receivable (AR) days, lower denial rates, and improve net collections while maintaining patient-friendly billing communications.

Customer service is positioned as a strategic function, not an afterthought: Jefferson maintains a dedicated client success organization of 65 staff, a separate patient support team of 40 agents, and a technical support group of 18 engineers. Their public-facing metrics (published in the 2023 Service Summary) report average first-call answer under 45 seconds and a first-pass claim acceptance rate of 92%.

Contact channels and availability

Clients and patients can reach Jefferson Billing through multiple channels. Primary business support is available by phone at (804) 555-0123 (Mon–Fri, 08:00–20:00 ET; Sat 09:00–13:00 ET). Technical support for EDI/API issues uses a separate hotline at (804) 555-0166 available 24/7 for critical incidents. General email support is [email protected]; billing disputes should be submitted to [email protected] for tracking.

Online self-service is provided via the client portal at https://portal.jeffersonbilling.com and the patient payment site at https://pay.jeffersonbilling.com. Live chat is integrated in the portal with a target response of 60 seconds during business hours. The company publishes a public status page for system availability at https://status.jeffersonbilling.com (SLA uptime target 99.95%).

Billing dispute resolution process

Jefferson follows a documented 4-step dispute workflow that emphasizes traceability and rapid resolution: (1) intake and verification, (2) preliminary assessment within 48 business hours, (3) corrective action or appeal submission to the payer within 3–10 business days, and (4) final reconciliation and client notification. The standard target is resolution of valid client disputes within 10 business days; patient billing disputes that require payer appeals can extend to 30–45 days depending on the payer.

To initiate and accelerate disputes, Jefferson requires discrete documentation and standardized metadata. Missing documents or unstructured requests are the leading cause of delays; providing complete files upfront reduces mean time to resolution (MTTR) by an estimated 38% (internal KPI, 2023).

• Required items for a dispute submission: itemized statement or claim copy, patient name and DOB, Jefferson account number (8-digit), date(s) of service, explanation of dispute, and supporting clinical notes or prior authorizations (if applicable).
• Optional but helpful: copy of remittance advice (835), screenshots of patient portal communication, and any prior correspondence with the payer (including appeal IDs).

Pricing, fees and typical cost examples

Jefferson Billing offers two primary engagement models: claim-based pricing and percentage-of-collections. Claim-based pricing starts at $2.50 per clean claim for volumes under 1,000 claims/month; higher-volume tiers (1,000–5,000 claims) drop to $1.40–$1.75/claim. The percentage model ranges from 4.0% to 6.5% of net collections depending on service scope (full revenue cycle vs. claims-only). Monthly SaaS licenses for the portal and reporting start at $199/month for a single-provider practice and scale to $999/month for enterprise accounts.

Implementation fees are charged once: a standard onboarding package is $1,750 (includes EDI setup, mapping, and one training session), while complex integrations and legacy data migration typically range $3,500–$5,000. Example: a 2-provider cardiology practice submitting 800 claims/month on the claim-based plan would pay roughly $2,000/year in per-claim fees plus $199/month platform fee — total ~ $4,388 first year including onboarding.

Security, compliance and reporting

Jefferson maintains HIPAA-compliant operations, with Business Associate Agreements (BAAs) available for all clients. The company completed a SOC 2 Type II audit in October 2022 and maintains TLS 1.2+ encryption for data in transit and AES-256 encryption at rest. Data retention defaults to seven years for clinical billing records; custom retention windows are configurable per contract.

Reporting capabilities include a standard KPI suite: Days in AR (average 38 days), denial rate (6.0% overall), first-pass acceptance (92%), and collection rate (gross to net) reported monthly. Clients can automate exports (CSV, XLSX) or pull data via the developer API (API base: https://api.jeffersonbilling.com; token-based authentication). The developer portal documents endpoints, rate limits (1,000 calls/min for partner tiers), and sample requests for claim submission (X12 837) and remittance retrieval (X12 835).

Performance guarantees and SLAs

Contracts typically include a Service Level Agreement (SLA) with measurable targets: system uptime 99.95% (credit applied for SLA misses), average phone answer <90 seconds for 95% of calls per month, initial email response within 4 business hours, and critical issue (Priority 1) acknowledgment within 15 minutes. Standard remediation credits range from 5%–15% of monthly fees depending on SLA breaches.

Dispute and appeal SLAs are more outcome-driven: Jefferson guarantees submission of appeal to payer within 10 business days of validated dispute intake and tracks appeal outcome times. For clients needing bespoke SLAs (shorter AR goals, dedicated service teams), custom pricing and minimum terms apply; contact [email protected] for negotiations.

Best practices for clients

To maximize service efficiency, submit claims in ANSI X12 837 (preferred) or the standardized CSV templates provided; set up EDI (837/835) during onboarding (typical EDI implementation 2–4 weeks). Provide timely clinical documentation and pre-authorization codes before claims run. Use the portal’s bulk upload feature for batches; filenames should include practice NPI and date (e.g., NPI1234567890_202509_claimbatch.csv) to avoid manual reconciliation delays.

Schedule monthly reconciliations and KPI reviews. Jefferson offers a bi-weekly account review for clients with AR > 60 days at no additional cost during the first 90 days of a new contract. Training sessions for staff run $750 per 2-hour session for up to 10 attendees; recorded sessions are retained for 12 months.

Escalation path and quick reference

Escalation path: frontline agent → team supervisor → operations manager → VP Customer Success → Executive Support. Typical guaranteed response time per escalation level: supervisor within 2 business hours, operations manager within 4 business hours, VP within 24 hours. If email escalation is required, use the following contacts: supervisor line (804) 555-0140; operations manager [email protected]; VP Customer Success [email protected]. For executive attention, use [email protected].

• Key contacts & resources: Main line (804) 555-0123, Technical emergency (24/7) (804) 555-0166, Support email [email protected], Disputes [email protected], Client portal https://portal.jeffersonbilling.com, Status https://status.jeffersonbilling.com.

How do I get my bill from the hospital?

Call the number for the hospital’s billing department, typically located on the consolidated bill sent in the mail. Choose the relevant option to speak with a human about your bill. When a human picks up, ask: “I’d like an itemized statement. Could you post it to my online portal or mail me a copy directly?”

What is a billing contact person?

Billing Contact means a person responsible for the financial aspects of a Domain Name and is listed as the “Billing Contact” in the Domain Name Registration Information.

What is the phone number for AdventHealth billing?

If you have any questions about your bill or don’t see your provider bill type above, please contact us at 855-241-2455, or fill out our financial contact form and an AdventHealth representative will be happy to help you.

What is the 800 number for Jefferson Health?

REQUEST AN APPOINTMENT
If you are seeking an appointment with a new provider or specialty, you can call 1-800-JEFF-NOW, (Mon. – Fri. from 8 a.m.-5 p.m.) or fill out the below information.

What is biller direct service?

Biller Direct gives you expedited payment options by paying bills using your debit card. Not only will it handle all your bills in an easier, more intuitive way, it allows you to make payments with your card in real time – so you know exactly when your bills are paid.

What is billing customer service?

A customer service and billing worker primarily assists customers when it comes to billing matters. They answer calls or correspondence from customers to identify their needs, respond to inquiries, discuss product or service specifications, manage billing arrangements, provide price quotes, and offer other services.