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.
