Improving Collections and Customer Satisfaction by Applying Revenue Cycle Best Practices and Workflow Enhancement

SITUATION

Our client, a leading national provider of information solutions and revenue cycle management services in the outpatient space, faced a substantial loss of revenue stemming from workflow-related problems with their offshore revenue cycle partner. Management of the workflow was inconsistent with little communication between departments. "Things" were falling through the cracks, most notably, revenue. As the software provider looked to rebuild its value proposition, improving customer satisfaction was a priority, its leadership team asked Access Healthcare to resolve these issues.

Issues leading to revenue loss:

  • Departments were working independently instead of as a cohesive unit

  • Across the revenue cycle process chain, the workflow was not well defined and ambiguous

  • Lack of executive buy-in for workflow automation

OBJECTIVES

Clearly define the revenue cycle workflow to increase revenue.

SOLUTIONS

Access Healthcare's revenue cycle experts set to work defining the workflow and understanding the customer's business from top to bottom. The workflow's ambiguity caused some challenges, but a fully customized solution emerged, leveraging Access Healthcare's best practices engine, the arc, workflow management platform, and needs-based complement of services. The customer's 35 clients, i.e., clinics, were segmented into regions, each of which was assigned a designated team to manage the workflow from start to finish. Issues involving communication between, for example, A/R and Denial Management are resolved in mere minutes eliminating those proverbial cracks. 

To demonstrate true partnership, Access Healthcare aligned incentives by participating in a revenue-sharing model. As a result, the customer achieved their highest collection rate ever. Additionally, customer satisfaction is at an all-time high.

RESULTS

DAYS TO BILL

26% Reduction

CREDIT BALANCE

16% Reduction

A/R >90 DAYS

13% Reduction

COLLECTIONS

26% Improvement

$1.5 Million Improvement