Tennessee Online Debt Resolution Platform (TOP)

In 2020, the Tennessee Administrative Office of the Courts (“AOC”) was awarded a State Justice Institute (“SJI”) Technical Assistance Grant (“TAG”) to retain the services of Matterhorn by Court Innovations, Inc. (“Matterhorn”) to assist the AOC with developing and implementing an online platform to resolve medical debt disputes in Hamilton County, TN, before a lawsuit is filed. We are preparing plans to establish similar programs in other areas of the state.

The goal of the Online Dispute Resolution (“ODR”) medical debt pilot is to create an easy-to-understand application using technology, legal assistance, mediation, and judicial resources to provide a model for pre-court filing resolution services. Such services would minimize burdens on the courts and enhance access to justice for the state’s citizens in a manner that is asynchronous and available 24/7. If successful, the pilot can serve as a desirable tool for claim resolution across the state in many areas of legal claims in addition to medical debt.

Phases 1 and 2 by were completed end of 2023.  In 2025, the AOC has moved to phase 3 and is currently developing the platform to allow multiple hospitals platform access.
 

Tennessee Online Dispute Resolution Platform Update (TODRP) FAQs

1. The only ODR platform in the United States built to resolve medical debt prior to debt collection lawsuit filing.
2. 100% asynchronous. The platform is designed to engage parties via email and/or text only. The parties do not engage in face-to-face meetings.
3. Access to the platform is available 24-7 and this is not an income-based program.
4. The AOC will host and manage the platform at no cost to Creditors and Debtors.
5. Mediation is offered to parties. All mediators are currently volunteer Listed Mediators.
6. There is a steering committee comprised of judges, AOC staff, mediators, hospital personnel and attorneys with experience in mediation, debt collection, hospital debt collection which oversees the program’s development.
7. The original test platform was purchased from Court Innovations but due to high cost to expand the platform, the AOC determined it could build its own platform.
8. Pilot Phase 1 focused on platform development. Phase 2 focused on testing and the platform going live. Upon completion of phase 2, Erlanger confirmed the collection amounts were higher than the traditional collection methods and expressed a desire to continue the pilot.
9. Phase 3 is dedicated to building an internal platform and expanding to Nashville and Memphis.
10. Nashville General (Meharry) has agreed to become the second test hospital and the steering committee is working to identify and add a third hospital (West Tennessee) to the new platform.