CareVixis Performance Guarantee Terms

How to read this page. This is a plain-language explanation, written so a practice owner can understand the Guarantee before signing anything. It is a summary. The complete and controlling terms are the ones contained in your executed CareVixis service agreement, and this page does not expand them.

The review comes first

CareVixis does not offer the Performance Guarantee to a practice before reviewing how that practice operates today. Before any performance promise is made, CareVixis reviews the practice's current billing, revenue cycle and relevant business operations, establishes where the practice stands at that point, and identifies what CareVixis believes can be improved. The measures used for the Guarantee are then agreed between CareVixis and the client and recorded in the executed service agreement.

Not every practice qualifies. The Guarantee applies only where CareVixis has completed that review and has expressly offered the Guarantee in the executed service agreement. Taking a free assessment on this website does not create a guarantee, and neither does a conversation with CareVixis.

Who the Guarantee applies to

The CareVixis Performance Guarantee applies only to eligible new clients who enroll in qualifying CareVixis revenue-cycle-management services, whose practice has been reviewed and accepted as described above, and who remain in full compliance with the requirements below.

30-Day Promise

During the first 30 calendar days following the defined Service Commencement Date, CareVixis will work to identify and document measurable financial opportunity in the client's operation. If CareVixis does not identify and document at least $500.00 in measurable financial opportunity during that period, the client must submit a written guarantee request within five business days following the end of the 30-day period. The remedy available under this provision is a credit of $500.00 to the client's CareVixis Growth Account, which is the amount and form of remedy stated in the executed CareVixis service agreement.

Measurable financial opportunity means revenue, recoverable amounts or avoidable cost that CareVixis identifies and documents in writing, measured using the same agreed data sources and accounting methodology used to establish the baseline. It is an identified opportunity, not a promise that the amount will be collected or saved.

The CareVixis Growth Account

The Growth Account is a service-credit account maintained by CareVixis for an active client. It is not cash. It has no cash value, it is not redeemable for cash, and it is not transferable.

Credit in the Growth Account may be applied toward eligible CareVixis products and services, which may include credentialing, communications, website and SEO services, CareVixis service fees, and other CareVixis products and services identified as eligible in the executed service agreement. Not every CareVixis product or service is eligible. Growth Account credit cannot be applied to pass-through charges that CareVixis collects on the client's behalf and does not retain, including clearinghouse fees, payer fees, carrier telecommunications charges, advertising spend paid to an ad platform, software licensed by the client directly from a vendor, and taxes.

Growth Account credit is available only while the client is active and in good standing, and any unused credit is forfeited when the client ceases to be an active CareVixis client.

90-Day Promise

Following the initial review, CareVixis and the client establish the agreed measurable improvement for the practice, expressed in the executed service agreement in terms of the client's Adjusted Collections measured against the client's established Baseline Adjusted Collections. Subject to all eligibility requirements, if that agreed measurable improvement is not achieved during the applicable 90-day measurement period, CareVixis will refund the eligible CareVixis fees the client has paid to CareVixis for the applicable guarantee period.

Eligible CareVixis fees are the amounts the client actually paid to CareVixis for the applicable period for guarantee-eligible services, and exclude pass-through charges that CareVixis collects on the client's behalf and does not retain. Clearinghouse fees are one such pass-through charge, so they are not CareVixis's to refund.

Baseline

The revenue baseline will be calculated using an agreed historical period immediately preceding CareVixis's assumption of revenue-cycle responsibility, ordinarily the prior 90 days, and must be supported by complete EHR, clearinghouse, bank and deposit, payer, patient-payment, and billing records reasonably requested by CareVixis.

Adjusted Collections

Revenue comparisons will be normalized for material changes outside CareVixis's control, including changes in provider headcount, provider availability, hours worked, appointment volume, patient volume, payer mix, fee schedules, services offered, credentialing status, payer participation, patient cancellations, changes in coding or documentation practices, extraordinary prior-period collections, one-time payments, refunds, recoupments, and other material changes affecting comparability.

Client cooperation requirement

The Guarantee applies only while the client timely fulfills all responsibilities required for CareVixis to perform its work, including providing complete and accurate documentation, charge information, coding information, insurance information, EHR access, clearinghouse access, payer access, credentialing information, banking and deposit reports where necessary for reconciliation, and responses to CareVixis requests.

The client must also timely complete clinical documentation, obtain required signatures, respond to requests for corrections, maintain appropriate licenses and credentials, comply with payer requirements, and follow mutually agreed workflows.

Timeliness standard

Information or action requested from the client must generally be supplied within the timeframe specified in the service agreement. Material delays attributable to the client may suspend or extend the applicable guarantee measurement period.

Payer and third-party events

CareVixis is not responsible for revenue delays caused solely by payer processing times, payer system outages, clearinghouse outages, governmental delays, credentialing delays outside CareVixis's control, payer audits, recoupments, changes in payer policy, cyber incidents affecting unrelated third parties, natural disasters, or other events beyond CareVixis's reasonable control. Where such an event materially affects the measurement period, the period may be adjusted to preserve an apples-to-apples comparison.

Existing accounts receivable

Collections attributable to services rendered before CareVixis's Service Commencement Date will be treated according to the methodology identified in the agreement and will not automatically be counted as new-period revenue unless CareVixis was expressly retained to recover that accounts receivable.

Provider production

The Guarantee is not intended to promise increased revenue where the practice materially reduces production. If provider hours, completed visits, billable encounters, or equivalent production metrics materially decline, the baseline will be adjusted to account for that reduction.

Eligibility

The Guarantee applies only to clients and services specifically identified as guarantee-eligible in the executed service agreement, and only where CareVixis has completed the review described above and expressly offered the Guarantee. It does not automatically apply to standalone credentialing, marketing, telecommunications, website development, EHR licensing, implementation projects, consulting-only engagements, or other services that do not directly control revenue-cycle performance unless expressly included.

Good standing

The client must remain current on undisputed invoices and otherwise in material compliance with the service agreement throughout the measurement period.

No double recovery

Any refund covers the eligible CareVixis fees the client actually paid to CareVixis for the applicable period. Amounts the client paid directly to a third party rather than to CareVixis, such as payer fees, software licensed directly from a vendor, telecommunications charges billed by a carrier, advertising spend paid to an ad platform, and taxes, are not CareVixis's to refund. A refund under the Guarantee is not payable more than once for the same period.

Exclusive guarantee remedy

Any Growth Account credit or refund under the Guarantee will constitute the client's contractual remedy under the Guarantee itself, without limiting rights that cannot lawfully be waived.

One claim per client

Unless CareVixis agrees otherwise in writing, a client may invoke each guarantee only once during the initial engagement.

Verification

CareVixis may reasonably verify all calculations and supporting information before determining whether the Guarantee has been triggered. Both parties will use the same agreed data sources and accounting methodology used to establish the baseline.

No manipulation of measurement

Transactions, delayed posting, altered schedules, delayed charge entry, artificial changes in appointment volume, or other actions primarily intended to affect the guarantee calculation will be excluded or normalized.

Written terms control

The Guarantee is subject to the complete terms contained in the client's executed CareVixis agreement. Any website summary, including this page and any description of the Guarantee elsewhere on carevixis.com, is intended only as a plain-language explanation and does not expand the contractual Guarantee. Where this page and the executed agreement differ, the executed agreement controls.