MASH, Inc.

LaTonia Roussell

Operations Manager
MASH, Inc.

CEO James Hopps, the former head of the regional hospital and healthcare practice in the Dallas law office of Fulbright and Jaworski founded MASH in 1988. He saw an unmet, substantially difficult need in the healthcare community. Providers needed dedicated professionals with extraordinary skills to advocate and assist uninsured patients through the multiple twists of public benefit programs.

For MASH, Inc., High Cotton mails more than 20,000 letters a month to clients for over 35 different facilities in different states.

What prompted you to begin working with High Cotton in the first place? Price was a part of the answer. They showed us how they could save us both time and money in our mail processes. That was the key—they showed us. They brought us to their facilities and demonstrated how they would serve our business. We were very impressed that they were willing to open their doors and demonstrate their systems. No one else we spoke with was willing to do that.

Have they had an impact on your business? Absolutely. They’ve saved us several man-hours a day, which over time translates to considerable money. But more importantly, they’ve helped remove the burden of managing the details involved in such large-scale mailing programs.

I count on the folks at High Cotton because they take such care to get the details right. They are very knowledgeable about the process. From the beginning they knew the questions to ask, knew where our potential problems would be. And they offered solutions to those problems before they ever became issues.

For example, they will frequently discover missing files before we know that they aren’t included in the data we’ve sent them. They react quickly.

What do you value most in their service? They are very responsive. If I call with a question, they call back. Quickly. In my job, I don’t have time to track down answers from the companies we work with. I never have to worry about that with High Cotton. But they don’t just call back. They call back with ideas, with answers. They take ownership of my problems and I really appreciate that.

Have they improved your mailing processes? They really have. Our return rates used to average 25-30%. With their expertise and technology, they’ve been able to cut our return rates in half, saving us a lot of money.