Our client is a three-facility, 714-bed public healthcare system based in Southern California, has experienced a similar situation as formerly uninsured patients enter the local healthcare marketplace. This change has not only contributed to growing patient volume, but also greater patient financial liability from high-deductible health plans. This prompted our client to reorganize its patient pay management and to leverage the industry-leading technologies and practices of a revenue cycle management partner.
The Director of Patient Financial Services at the hospital, recognized that the revenue cycle team did not have the technology or resources to keep pace with its patient pay workflows, which were growing due to increases in patient volumes. A team of seven staff members focused on performing patient pay collections tasks, including answering patient calls, addressing patient inquiries, and mailing patient statements. Our client recognized that partnering with a revenue cycle management extension service would provide an opportunity to boost patient pay collection efforts and enhance customer service offerings.