Client Success Story
Third-Party Healthcare Collections Transformation
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.
Strategic Actions
- Built and scaled a specialized collections team based on performance milestones.
- Implemented payer-specific specialization to improve expertise and efficiency.
- Standardized contract-based underpayment validation.
- Introduced KPI-driven quality and productivity management.
- Established continuous coaching tied to financial outcomes.
Measured Outcomes
- 30% increase in cash collections within one year.
- Higher recovery accuracy for underpaid claims.
- Quality performance consistently exceeded established targets.
- Maintained productivity despite operational constraints.
Strategic Value Delivered
The engagement demonstrated how leadership, process design, and accountability can substantially improve revenue recovery without significant technology investment.
The Perfect PartnershipSmarter Healthcare Operations.
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