PROVIDER FAQs

General Support

Who is Quorum Federal Credit Union?

Quorum is a New York-based Federal Credit Union that partners with HCS to provide HCS Patient Finance Program loans.

 

Who is Cross River Bank (“CRB”)?

Cross River Bank is a New Jersey state-chartered bank, Member FDIC. HCS partners with CRB to  provide HCS Patient Finance Program loans.

 

Who do I contact for support?

For Provider Support and general program questions including enrollment, program details and portal support contact: ProviderSupport@HCSLoans.com or 800.427.9184.

 

Who do I contact for Provider Portal troubleshooting and questions?

For assistance with the Provider Portal, including password changes, user accounts removal/set-up or location updates, contact: ProviderSupport@HCSLoans.com or 800.427.9184.

 

What are your support contact hours?

Provider Support is available 8:00 a.m. to 8:00 p.m. EST, Monday through Friday.

 

How do I change our contact information?

To update your contact information, including email and mailing address, contact: ProviderSupport@HCSLoans.com or 800.427.9184.

 

How do I change our bank account/settlement information?

To change your bank account/settlement information, call 800.427.9184 to verbally confirm your updated banking information. You will be required to fill out and sign a bank account change request form in addition to sending a scanned, voided check to Enroll@HCSloans.com.

 

How do I order consumer brochures and/or brochure holders?

Marketing collateral can be ordered by emailing your request and preferred mailing address to Enroll@HCSLoans.com.

Application Process

Will pre-qualification affect the applicant’s credit score?

Pre-qualification enables us to present loan offers to applicants using a soft credit pull, which will not impact the applicant’s credit score.

 

Is it possible for an applicant to be declined after being pre-qualified?

Yes, if a pre-qualified applicant has placed a freeze on their credit, then their hard credit pull will result in a decline. Please have the applicant contact Experian (How to temporarily release a credit freeze?) to release the freeze before reapplying. Additionally, if a pre-qualified applicant does not submit a full application then their pre-qualified offers will remain active for 14 days. However, the consumer may be declined if there has been a significant change to their credit quality. In such cases, it is possible that their hard credit pull may result in a decline.

 

When will the hard credit pull occur?

After the applicant submits their full application, the hard credit pull will occur. Please note that the hard credit pull may affect the applicant’s credit score.

 

What are acceptable forms of ID?

Acceptable ID’s are photo-based and include non-expired state issued driver’s license, passport, state ID, U.S. permanent residency card and military IDs with a photo and identification number that have been issued by either the Department of Defense or Veterans Affairs (VA).

 

What is the minimum annual income that an applicant needs to be eligible for a loan?

There is no predefined minimum income level, as loan application decisions include debt to income ratio criteria. This ratio can vary widely depending on income and the loan size being applied for.

 

Do residency restrictions apply?

Only legal U.S. Residents (50 states) can apply for a loan.

 

How old does an applicant have to be to take out a loan?

Loan applicants must be at least 18 years of age in most states. A parent or relative may sponsor a loan application for an individual under the age of 18. However, the sponsor is responsible for all loan payments.

 

Do you accept co-applicants?

At this time, we do not accept co-applicants for loans. However, we do accept applicants sponsored by an another individual. See Can someone apply for and accept a loan on behalf of a patient?

 

Can someone apply for and accept a loan on behalf of a patient?

Yes, we accept applicants sponsored by an another individual (i.e., friend, relative, spouse, etc.). The loan sponsor is responsible for all loan payments. If the patient is less than 18 years of age, the sponsor must be their parent or relative.

 

Can applicants self-apply outside of our office?

Yes, a link to our loan application can be placed on your practice website enabling applicants to apply on their own. Applicants will be required to visit your office to validate their identity and finalize the loan. To request your unique loan application URL, contact: ProviderSupport@HCSLoans.com or 800.427.9184.

 

How long is a pre-qualified offer available?

If an applicant pre-qualified but did not complete the full application, their pre-qualified offers are good for 14 days. Pre-qualification offers are based on a preliminary review of the consumers’ credit history. If the applicant has completed the full application, see How long is an approved loan application available?

 

How long is an approved loan application available?

Approved loan applications are valid for 30 days. If after 30 days the loan has not been signed and submitted for funding, the applicant will need to reapply. If the applicant has not completed the full application, see How long is a pre-qualified offer available?

 

Who do I call if I have questions regarding an applicant that did not pre-qualify or was declined?

Pre-qualification and loan decisioning received through the Provider Portal is final. There is no reversal policy. Such applicants will be mailed the decisioning explanation within 30 days of application. If you believe an applicant was declined due to incorrectly entered information, please call Provider Support at 800.427.9184.

 

Who do I call if I need a larger loan amount?

At the time of application, the largest possible loan amount will be offered.

 

What do I do if the loan applicant no longer wants a loan?

If an applicant changes their mind, or does not move forward with treatment, the loan will need to be canceled. See How do I cancel or change a loan amount or the loan terms?

E-Sign Process

If an applicant does not provide an email address in their application, can they still E-Sign?

Yes, after selecting “E-Sign,” they will be prompted to input an email address.

 

If an applicant provides an email address in their application, are they required to E-Sign?

No, after completing their final application, you will be given the choice to E-Sign or Print and Sign.

 

 

Why does HCS need the applicant’s email address?

 

E-Sign eliminates the need for printed loan documents by delivering loan documents electronically to the applicant. In order to do so, an email address is needed. If the applicant does not have an email address, refer to the Print and Sign Process section.

 

What is the “Electronic Disclosures and Signatures Consent” form for?

The federal Electronic Signatures in Global and National Commerce (E-SIGN) Act allows HCS to deliver loan documents electronically provided HCS is granted applicant permission to do so. The Electronic Disclosures and Signatures Consent form provides HCS such permission and delivers important disclosures to the applicant.

 

Do I need to print loan documents while using E-Sign?

The E-Sign process does not require that loan documents be printed and signed by the applicant. You should however provide applicants with a printed copy of disclosures. See How do I print loan documents while using E-Sign.

 

How do I print loan documents while using E-Sign?

 

After the loan document has been E-Signed and confirmed, you will be brought to the loan confirmation screen. Click the gray Print Loan Document button to print.

 

Can I print the loan documents after I close out e-Sign?

 

After completing E-Sign, the loan documents can be accessed for printing as follows: 1. Locate the applicant’s record in the Provider Dashboard 2. Click on the TRN000#### link in the column labeled Loan # to access the Loan Details page and 3. From the Loan Details page, click the blue button labeled Print Loan Document.

Print & Sign Process

If the loan applicant doesn’t have an email address, how do they sign?

 

When prompted, select Print and Sign. After the loan documents load, select the green print button on the lower right side of the screen to print. Immediately upon collecting the applicant’s signature, return the loan documents to HCS using one of the available options. See How do I send the signed loan documents to HCS?

 

How do I send the signed loan documents to HCS?

 

After printing, a window will appear with an upload box. Files can be delivered by either dragging and dropping into the box or clicking to select a file to upload. If you need to exit the application, locate the applicant’s record in the Dashboard and click the TRN to return to the upload screen. Once HCS has confirmed receipt of the loan documents, the loan will be submitted for funding. If you are unable to upload, documents can also be emailed to LoanDocs@HCSLoans.com or faxed to 704.899.5925.

 

Do I need to keep a copy of the printed loan documents on file in the office?

Printed and signed loan documents must be kept on file for 12 months after the application date. Periodically, with reasonable notice, HCS will request copies of printed loan documents. E-Signed loan documents do not need to be printed or kept on file.

 

Needs Attention

What causes informational mismatches?

If the applicant’s information differs from what is on file, it will result in a mismatch. If there is a mismatch, the application will inform you and provide one opportunity to resolve it. Mismatches are most commonly due to typos, use of nickname instead of full legal name, a recent name change (i.e., marital status change), use of mailing address instead of physical address and a recent move (i.e., within 90 days). Additionally, it is important to note that no spaces or apostrophes are allowed in the “First Name” and “Last Name” fields.

 

What do I do if a second mismatch occurs?

If after correcting, the applicant’s information is still mismatching, the application will be placed on hold and you’ll be encouraged to call Application Support. Application Support can be reached at 866.319.6714, Monday to Friday, 8:30 a.m. to 5:30 p.m. EST. You will then need to click “return to dashboard” to refresh the loan status. Once the mismatch is resolved, the status will be updated and the applicant will be able to complete the loan process from the signature preference screen.

 

If a second mismatch occurs after hours, what do I do?

Upload ID for name, DOB and address mismatches then EXIT. An HCS representative will call you the next business day to resolve. Once the mismatch is resolved, patients with an email address will be able to E-Sign remotely.

 

What do the loan statuses mean?

Pre-Qualified: Application pre-qualified for a loan offer.

No Offer Match: Applicant did not pre-qualify.

Offer Selected: Offer selected, but application has not been finalized.

Needs Attention – Loan Docs Needed: Missing signed loan documents (Print and Sign).

Needs Attention – Verify ID: Information mismatch. Upload ID and call Application Support to resolve.

Signing Required: Application finalized, but signing is incomplete.

Funding in Progress: Loan submitted to release funds on treatment date.

Funds Released: Funds have been released to provider.

Canceled: Full refund has been issued to the borrower.

Expired: Pre-qualification offer expired (14 days post application) or “Needs Attention” has not been resolved within 30 days, or approved application has not been finalized within 30 days.

Products & Promotions

Is the Interest Promotion the same thing as an interest-free loan?

No, throughout the Interest Promotion promotional period, the account holder is required to make their minimum monthly payments including interest. If the loan is paid off before the end of the promotional period, the interest paid to date will be credited to the principal balance and any overpayments will be refunded. If at any time during this Interest Promotion period the customer is in default for any reason as set forth in their Loan Agreement, the Interest Promotion feature will become null and void, and the account will no longer be eligible for the interest credit.

 

How does a borrower take advantage of the Interest Promotion?

To receive an interest credit, a borrower must make valid payments that total at least the original transaction amount plus any incurred fees and make those payments prior to the end of the promotional period.

 

If the account holder doesn’t pay the Interest Promotion loan balance before the offer term ends, will their monthly payment and APR change?

For accounts in good standing, if the account holder doesn’t pay the entire principle balance by the end of the Interest Promotion promotional period, their minimum monthly payment and APR will remain the same throughout the remainder of the loan.

 

If the account holder pays off the loan early, is there a pre-payment penalty?

No, the account holder will not have to pay a pre-payment penalty if they pay their loan off before the agreed-upon term length.

 

When are the payments due?

The customer’s first payment will be due approximately 30 days after the loan is funded, which should occur on or after the treatment date. Subsequent payments are due monthly on the same calendar day each month.

 

How is interest calculated?

The customer’s first statement includes interest from the funding date through the first payment due date. Interest is billed monthly based on the balance at the end of each statement period.

Sales, Charges & Refunds

What is the “Treatment Date?”

Treatment Date is the date services begin, funds are released into the provider’s account and the applicant begins accruing interest. When applying, the Treatment Date must fall within 60 days of the application.

 

Can I process the loan/sale and receive the loan proceeds (“funding” or “settlement”) before treatment is completed?

Loan proceeds cannot be received (“funded”) prior to initiation of patient treatment. Loans can be signed and closed with the applicant in advance of the Treatment Date to ensure the loan funds are available to cover the treatment plan. Finalized loan funds are released on the Treatment Date that is provided on the loan application. For long treatment plans and custom procedures when loan proceeds are received before the entire treatment is completed, standard chargeback provisions apply.

 

Can the “Treatment Date” be changed?

The Treatment Date can be changed prior to the loan being finalized in the portal. To do this, “Select New Offer” and then click the “Edit” button to the right of the Estimated Treatment Start Date field. Then proceed to select the offer details. Once a loan is finalized, any changes to the loan’s Treatment Date will need to be made by calling Provider Support: 800.427.9184. Please note that changes to the Treatment Date will require the applicant to re-sign updated loan documents before funds can be released.

 

How quickly will the loan settlement funds be received?

Finalized loans will be released for funding within 48 hours of the “Treatment Date” as submitted on the loan application. It may take your bank an additional business day to process the funds. Loans processed after 4 p.m. EST and on weekends will be released for funding on the next business day.

 

How do I cancel or change a loan amount or terms? 

Once a loan is finalized, you will have 90 days from the application funding date to cancel or provide a partial refund. Loan modifications apply only to unfinalized loans. You will have 30 days from the application submission date to request loan modifications, including changes to term length and promotional product. Cancellations and changes can be made by submitting a loan change request form. This form can be found on the Provider Portal by selecting the loan from the Portal dashboard and clicking the “Request Refund/Change” button from the loan details screen. For loan refunds, a minimum return amount of $250 is required. Return requests for amounts less than $250 will not be granted and must be resolved directly with the patient/borrower. Additionally, the principal after the refund must be greater than $750.

 

Can additional charges be added to the loan after it closes? 

There is no early payoff or loan closure fees for consumers. Per their loan document, HCS does have the ability to charge fees for late payments, returned payments or for making loan payments using a credit or debit card. See How do I cancel or change a loan amount or terms.

 

Is it possible to add a second loan and have the payments combined into one? 

At this time, we do not offer loan consolidation.

Borrower Accounts

How does the borrower make a payment?

The first statement is delivered 5-8 days after the Treatment Date. The account holder’s statement will designate whether it is a CRB or Quorum loan.

CRB borrowers will receive a monthly statement with payment instructions. Payments can also be made by calling 888.568.0186. Borrowers can make one-time payments each months, or for added convenience, can set up recurring payments online at CustomerCare.HCSLoans.com. We also accept payments by phone and mail.

Quorum borrowers will receive a monthly statement with payment instructions. Quorum borrowers can call 800.874.5544 or visit quorumfcu.org to make payments or ask questions.

 

Who should borrowers contact to change their contact information or for general account questions?

CRB account holders can visit CustomerCare.HCSLoans.com or call Customer Care at 888.568.0186, 8:00 a.m. to 10:00 p.m. EST, Monday to Saturday. Quorum account holders call 800.874.5544, 8:30 a.m. to 7:00 p.m. EST, Monday to Friday.

 

How soon will the first loan payment be due?

The first payment due date is approximately 30 calendar days from the Treatment Date provided during the loan application process. The subsequent due dates will be the same calendar day each month going forward.

 

Can the borrower’s due date be changed?

After the account holder makes their first payment, they can log into CustomerCare.HCSLoans.com to choose a new monthly payment date. Quorum account holders cannot change their due date.

Reporting

How can I track program performance?

To track program performance, access the reporting dashboard by clicking on the “Reporting” tab located in the upper right-hand corner of the home page. The reporting dashboard contains static information in both a table view (by Month to Date, Last Full Month and Program to Date) and a chart view (Rolling 12 Weeks). The information includes the following: Loans Funded, Approval Rate, $ Loans Funded and Average. Data fields in the “Lending Summary” section are defined as follows:

Loans Funded = # of loans for which proceeds have been released to the provider during stated timeframe. [Note: includes loans that may have been applied for and approved in previous months.]

Approval Rate = # of approved applications divided by # of applications submitted for stated timeframe

$ Loans Funded = Total amount loaned during the stated timeframe (i.e., dollar value of all loans for which proceeds have been released to the provider)

Average Loan = Average value of the completed loans during stated timeframe

Data fields in the “Current Month to Date Activity” section are defined as follows:

Apps = # of applications submitted in current month

Approved = # of applications approved of those submitted

Declined = # of applications declined of those submitted

Loans Funded = # of loans for which proceeds have been released to the provider during stated timeframe. [Note: includes loans that may have been applied for and approved in previous months.]

Returns or Cancels = # of approved loans that have been returned or canceled

Approval Rate = # of approved applications divided by # of applications submitted

$ Loans Funded = Total amount loaned during the stated timeframe (i.e., dollar value of all loans for which proceeds have been released to the provider)

 

How can information in the “Current Month to Date Activity” be filtered?

Depending on access level, data in the “Current Month to Date Activity” section can be filtered as follows:

Provider – View All or by Office

Office – View All or by Agent

Agent – View Agent Activity

 

How can information in the “Current Month to Date Activity” be filtered?

Data in all reporting dashboard views is refreshed each day by 10 a.m. EST and reflects data through the prior day. Real-time activity is visible on the home page in the account dashboard.