Value Added Services

WE’RE SO MUCH MORE…

Customers Have FREE ACCESS to Extensive Resources:

REPORT A CLAIM

To report a claim or lawsuit, contact your claim representative by phone or submit pertinent information, lien letter, or petition by mail, fax or email to:
Phone: (573) 893-5300
Mail: 4700 Country Club Drive, Jefferson City, MO 65109
Fax: 573-893-3748
Email: claims@hsg-group.com or one of the HSG Claim Management Team members directly.

Step by Step Claim Management

  1. Notice of claim or lawsuit received by phone, email or fax
  2. Communication with insured client regarding details involved in the claim
  3. Assignment to Investigator or Defense Counsel
    1. Claim: Assigned to Investigator to analyze records
    2. Lawsuit: Assigned to defense counsel to defend case and work through legal process with the insured. As the case progresses, our claim representative and defense counsel will discuss findings and strategies with the insured. With the insured client’s agreement, we will either attempt settlement or continue to defend the case through trial.
  4. Settlement or continued defense through trial and appeal
  5. Close claim

 

24-HOUR CLAIMS & ADVERSE OUTCOME HOTLINE
Our claims team is available around the clock to assist providers, risk managers, and administration during emergent events.

During normal business hours (8a-4:30p), simply call our home office and request our Claim Management staff. After normal business hours, please call the number below to activate the 24/7 Claims Hotline. If you do not reach someone immediately, please leave your name, affiliation, phone number and a brief description of the event and a member of our Claim staff will call you back as soon as possible.

To activate the 24/7 Claim Hotline:
573-353-8764
ASSISTANCE WITH LEGAL MATTERS / LEGAL CONSULTATION

Our attorneys are available to consult with clients concerning legal matters, even if a formal claim has not been made. Such matters may include advice on HIPAA compliance, responding to complaints or requests by patients or family members, and other legal matters, such as:

Records requests

Our claim representatives assist our clients in response to subpoenas and other requests to produce medical records or documents. When appropriate, we retain outside counsel to represent the client’s interests, at no additional cost.

Deposition

When an insured client or any of its employees is subpoenaed or requested to give a deposition regarding medical care (even if a formal claim has not been presented), we assign an attorney to represent and defend the individual at the deposition.

Licensing boards

When a licensing board or other governmental agency requires an insured client or any of its employees to provide records, create a written summary, or appear in front of the board or agency, our claim representatives assist throughout the process and retain an attorney to represent the insured.

DEDICATED, INDIVIDUALIZED SERVICE
We provide individualized claim service for each insured client, including the dedicated service of one claim representative.

TEAM APPROACH TO CLAIM MANAGEMENT
The HSG Claim Management team has frequent face-to-face interaction which allows us to address issues facing you to improve patient care, minimize recurrent problems, and decrease the frequency and severity of claims.

KNOWLEDGEABLE, EXPERIENCED PARTNERS
We partner with independent, knowledgeable and experienced investigators and defense attorneys who specialize in healthcare-related claims and litigation. Each has experience in the geographic area where the claim is pending, which provides a familiarity with the judges, types of juries and local environment. HSG has had a long-standing relationship with these preferred partners because they provide priority service to our insured clients and have shown consistently successful results.

MONTHLY LOSS REPORT
Each insured receives a monthly claim summary documenting each claim, status of each claim, and current reserve.

PERSONALIZED CLAIM REVIEW
We review pending claims periodically with insured clients to address the status of the claim and the future course of action. In addition, the claim representative, when appropriate, will meet with each insured client annually. We will discuss the status of each claim, the issues that have arisen, potential defense strategies, and the plans for future handling.

ACCESSIBLE CLAIM MANAGEMENT TEAM
In addition to periodic claim reviews, our Claim Management Team is available to discuss pending matters at any time. Moreover, at the appropriate time, we discuss each claim with you to determine if we should attempt to settle the claim or if the claim should be pursued to trial.

24/7 RISK MANAGEMENT HOTLINE
As a companion to the 24/7 consultative services, we provide access to risk management assistance and patient safety concerns. We are available around the clock to assist physicians, risk managers, and hospital administration during emergent events.

During business hours (8:00am – 4:30pm), call our office at (573) 893-5300 and request the Risk Management Department.

After business hours, please call our confidential HSG Hotline at (573) 353-8764.

ONLINE EDUCATION INCLUDING CMEs
We partner with Med-IQ to provide a convenient opportunity for insured Physicians/Surgeons, Allied Healthcare Professionals and Registered Nurses to improve risk management and patient safety practices while earning continuing education credits and earning potential premium discounts through online education courses.
For the Risk Management Premium Credit:
Online Education support:
Jesse Muenks, Vice President – Underwriting
Eva Rohrbach, Senior RM Assistant
573-893-5300
573-893-5300
jmuenks@hsg-group.com
erohrbach@hsg-group.com
CONSULTATIVE SERVICES HEALS (HEALTHCARE EVENT ASSISTANCE & LENDING SUPPORT) PROGRAM
Unfortunately, in medicine things do not always go as planned. During treatment, patients may experience complications and subsequently suffer harm or patients perceive that the provider did something wrong, resulting in a complaint investigation or lawsuit being filed. In many cases, the healthcare provider experiences anxiety and distress after one of these events.

HEALS provides education and support to insured healthcare providers after they experience a bad patient outcome, during a complaint investigation and during malpractice litigation. The program focuses on the healthcare providers’ thoughts, concerns and questions about the events unfolding around them. HEALS is an information sharing program with its primary objective being to help providers return to peak performance as quickly as possible.

HSG’s Claim Department and the Risk Management & Patient Safety (RM&PS) Department work closely together to deliver the HEALS program to insured clients. HEALS is part of HSG’s claims services. HEALS is managed and controlled by the Claim Department as part of the claims process but delivered by HSG’s RM&PS Department. Since it is a part of the claims management process, the information discussed is privileged just like other claims related information.

For more information: Risk Management & Patient Safety Newsletter, Spring 2014, Volume 11, No. 2 newsletter & HEALS brochure.

For more information, contact:
Staci Walters, RN, MSN, CNL, CPPS
Jennifer Walton, BS, RRT, RCP, CPHRM
Eva Rohrbach
Diane Light, DO FACOS
Risk Management Consultant
Risk Management Consultant
Sr. Risk Management Assistant
Chief Medical Officer
573-644-1350
573-740-0035
573-545-5919
573-740-0040
swalters@hsg-group.com
jwalton@hsg-group.com
erohbach@hsg-group.com
dlight@hsg-group.com
ON-SITE RISK ASSESSMENTS
We provide facility-wide or department-specific risk assessments to assist in identifying areas for improvement in risk management practices. We are available to assist with developing and implementing an improvement plan.
For more information, contact:
Eva Rohrbach, Senior RM Assistant
573-893-5300
erohrbach@hsg-group.com
PREMIUM DISCOUNT PROGRAM
We partner with multiple vendors to provide online educational courses. These courses are designed to provide Physicians/Surgeons, Allied Healthcare Professionals and Registered Nurses a convenient opportunity to improve risk management and patient safety practices, while earning continuing education credit. In addition, insured physicians, surgeons and allied health care professionals who successfully complete these online educational courses may qualify for a 1% Risk Management premium credit discount for each course completed, up to 10%.

We believe that our insured clients who apply solid risk management practices should see their efforts reflected in their premium. Participation is strictly voluntary in this program; however, it can result in a discounted premium of up to 10% on your professional liability insurance renewal.

MHP & MLA Clients

The first part of the program focuses on education. There are two ways to earn the education premium discount — up to 10% per year. Eligible insured Physicians/Surgeons or Allied Healthcare professionals can attend a one-hour, on-site risk management program, provided by a MLA consultant, for 3% premium discount or successfully complete our online educational courses for 1% premium discount for each completed course. These options can be combined to earn a total of 10% education premium discount per year.

MLA Clients Only

The second part of the program focuses on self-survey and office practice assessment and provides a 2.5% premium discount for two years upon premium renewal. Our Clinic Self-Survey is designed to assist in identifying and correcting risk management concerns in your office practice. In addition to the premium discount you will earn for reviewing and completing this Clinic Self-Survey, it will be reviewed by our Risk Management professionals and specific recommendations and action plans will be developed to help you address opportunities for improvement. A report comparing your organization to other survey respondents will also be provided.

For the Risk Management Premium Credit:
Online Education support:
Jesse Muenks, Vice President – Underwriting
Eva Rohrbach, Senior RM Assistant
573-893-5300
573-893-5300
jmuenks@hsg-group.com
erohrbach@hsg-group.com
IN-PERSON OR VIRTUAL EDUCATION PROGRAMS
We are available to present live education programs in-person or virtually with the opportunity for participants to ask questions. Presentations can also be pre-recorded and placed on-line, allowing your staff easy access to these programs at their convenience. We have developed educational programs on a wide variety of topics. Upon request, we also develop educational programs tailored specifically to your needs.
For more information, contact:
Eva Rohrbach, Senior RM Assistant
573-893-5300
erohrbach@hsg-group.com

 

Additional Customer Benefits

DIVIDENDS AND PROFIT SHARING

Healthcare Services Group (HSG) Family of Companies believes in giving back to its members and policyholders. The Companies employ highly efficient operating practices, keeping the expense ratio well below the national average, providing additional revenue to the bottom line, and allowing us to sustain increasing dividends and profit sharing to policyholders.

2024 Dividend and Profit Sharing Announcement

In 2024, the Missouri Hospital Plan (MHP) board of directors declared a $14 million dividend payable to members renewing in 2024. This represents a $1 million increase over the dividend amount paid in 2023. MHP has a long history of providing substantial annual dividends to MHP members. Overall, MHP has declared $240 million in dividends to its members over the past 18 years.

In addition, the MLA board of directors declared a 13% Quality Caregivers profit sharing payout for eligible insureds upon renewal, an increase of 2% from 2023. MLA is a wholly owned subsidiary of MHP. This is the 16th consecutive year that MLA has produced profit to share with qualifying insureds. Over this time, the MLA board has declared over $24 million in profit sharing.

MISSOURI HOSPITAL PLAN (MHP)

MHP DIVIDEND FACTS
Fact 1: Eligibility: Members are eligible to receive dividends after one year upon renewal
Fact 2: 2022 Return: $13M was returned to members
Fact 3: Dividend Sharing Ratio: MHP’s 40% dividend ratio is more than 20 times that of industry peers

MEDICAL LIABILITY ALLIANCE (MLA)

QUALITY CAREGIVERS PROFIT SHARING PLAN FACTS
Fact 1: Eligibility: Policyholders are eligible for profit sharing after one year*
Fact 2: 2022 Return: 11% of premium was returned to policyholders
Fact 3: Profit Sharing Ratio: MLA’s 11% profit sharing ratio is more than three times that of industry peers
Fact 4: 2021 profit sharing payout marks $14 million returned to policyholders since 2010.
*Payable upon renewal, subject to defined loss experience standards.

BREACH RESPONSE INSURANCE
The advent of electronic medical records, in conjunction with mandates stemming from data-information breaches, has fueled the need for Cyber Liability Insurance. Cyber Liability-related claims, are for the most part, excluded by the traditional insurance coverage purchased by hospitals and medical providers. Most notably, but not exclusively, cyber policies cover a business’ liability for a data breach in which the firm’s customers’ personal information, such as Social Security or personal healthcare information, is exposed or stolen by a hacker or other criminal who has gained access to such data.

ProCon has developed a Cyber Liability program specifically designed for hospitals and leveraged the buying power of the group, resulting in broad coverage with an extremely competitive pricing model. The policies cover a variety of expenses associated with data breaches, including: notification costs, credit monitoring, costs to defend claims by state regulators, fines and penalties, and loss resulting from identity theft.

For more information, contact:
Melissa Heaton, Senior Account Executive
636-536-0502
mheaton@hsg-group.com
HSG CHARITABLE FOUNDATION
The HSGCF Matching Scholarship Program provides up to $5,000 to match funds expended to support scholarships, tuition reimbursement, training, or certification funds for students within the medical community, or employed by our insureds. If your recruitment efforts include reimbursement for student loans or education-related expenses, those funds can be matched as well.

For more information visit the HSGCF page.

For more information, contact:
Becky Branson Hill
Vice President – Marketing, Communications & Information Systems Director
Executive Director, HSGCF
HSG Security Officer
573-893-5300
bbranson@hsg-group.com
HOSPITAL ASSOCIATION TRUST (HAT)
The Hospital Association Trust (HAT) is a multiple employer trust arrangement, incorporated by hospitals for hospitals, formed to address the lack of availability of reasonably priced Workers’ Compensation insurance.

HAT combines most of the benefits of self-insurance with the protection of guaranteed cost programs. Its group trust arrangement gives it the ability to control price, based on its own experience combined with improved safety and claim management efforts. The board consists of participants that have a vested interested in reducing injuries and claim costs. Like other HSG companies, the Trust has been very profitable for many years and has returned substantial dividends to its members.

ProCon is the exclusive agent for HAT and can also access commercial markets to provide coverage for smaller hospitals on a guaranteed cost basis and self-insurance programs.

For more information, contact:
Tyge Fourtner, President
636-536-0502
tfourtner@hsg-group.com
FLEXIBLE BENEFIT PROGRAMS

Through its partnership with Acrisure, HSG provides affordable insurance coverage and flexible benefit programs for member hospitals. Available programs include group health, life, dental, disability and voluntary benefits. As a result, hospitals have realized substantial savings and employee benefit plan improvements as members.

For information on benefit plan programs for your organization, please call Randy Lueckenotte at 573-636-3222.