Client Success Story
Self-Pay Revenue Optimization
Executive Summary
Our revenue cycle leadership team worked with a multi-site healthcare provider to redesign its self-pay collections strategy, improving financial performance while enhancing the patient financial experience.
Business Environment
The existing model relied heavily on high-volume outbound calling, resulting in unnecessary labor costs, inconsistent collections, and inefficient patient outreach.
Team Strategy
- Implemented predictive payment segmentation to prioritize accounts by payment likelihood.
- Aligned communication channels with expected payment behavior.
- Reserved live representatives for high-value engagement opportunities.
- Expanded automated and digital outreach to improve operational efficiency.
- Continuously optimized workflows using operational and financial analytics.
Measured Outcomes
- 15% increase in self-pay cash collections.
- Reduced outbound call volume.
- Improved workforce productivity.
- Enhanced the patient financial experience.
Strategic Value Delivered
The engagement demonstrated how data-driven operations, disciplined execution, and cross-functional collaboration can improve both financial outcomes and the patient experience without increasing staffing levels.
The Perfect Partnership
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