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years. EMS~MC will comply with all applicable State and Federal regulations <br />applicable to third party billers pertaining to the maintenance of patient files, <br />financial records and related reports and documents, including but not limited to <br />confidentiality of records. This undertaking will expressly survive the termination <br />of this Agreement. If so requested by Client, EMS~MC shall provide Client with <br />written guidelines or a policy and procedural manual specific to Client reflecting <br />the current regulatory and procedural requirements applicable to Client as a <br />service provider in the State of North Carolina providing services to Medicare, <br />Medicaid and other government funded program patients. EMS/MC will provide <br />any records requested by client within a timely manner. EMS~MC will work with <br />the Client's designated management consultants to assist and support said <br />consultants ("Consulting Services"). Under no circumstances will EMS~MC offer <br />advice on any tax related or legal matters. <br />d. PATIENT COMPLAINTS. <br />(1) Patient Complaints. In accordance with Client's Emergency <br />Management Policy, EMS~MC shall notify Client of all patient <br />complaints about clinical services within two (2) business <br />days of receipt and notify Client of all patient complaints about <br />billing within two (2) days of receipt. When a patient complaint <br />occurs EMS\MC will contact the liaison in the Clients Office, <br />the account will be placed in suspension and referred back to <br />the Client's Office for resolution. Patient complaints resolved <br />by Client through Client's "Emergency Assistants Plan" or <br />some other process will not result in payment to EMS/MC. <br />(2) Inquiries. EMS~MC shall directly advise Client of any notices <br />of audit, requests for medical records or other contacts or <br />inquiries out of the normal course of business from <br />representatives of Medicare, Medicaid or private payors, with <br />which Client contracts ("Payor Inquiries"), and advise Client of <br />any significant pattern of payor denials or downcodings for <br />services billed by EMS~MC on Client's behalf ("Denial <br />Patterns"). The Client will be notified of Payor Inquiries within <br />ten (10) business days of EMS~MC's receipt of same. All <br />other inquires concerning request for medical records or <br />concerns of service are to be referred back to the Client. <br />3 <br />