Case Studies

At ProSource, we give you a voice in all aspects of your program(s). We work with you to customize and create revenue cycle management solutions that correspond to with overall organizational goals. We manage your accounts and communicate with your customers and patients in the same way you would. We hear your requests and understand your mission. At ProSource, you have a voice.

The following case studies are examples of how ProSource has listened to and worked with our clients to develop strategies and processes that meet their needs.

Ten-Fold Increase in Outbound Calls Results in 11% Decrease in Self-Pay A/R

A twin cities-based healthcare system with more than 400 health care providers and more than 30 different clinics providing treatment ranging from basic medical services to advanced surgery at locations throughout the Minneapolis/St. Paul metro area.

Situation Analysis

Our client had chronic problems recovering self pay and lacked staff expertise in this critical area. The director of revenue cycle weighed the option of hiring a new business office manager versus outsourcing, ultimately deciding to outsource to ProSource. Because ProSource manages self-pay accounts receivable for many healthcare facilities of varying size, location, and demographics, we were able to design a custom self-pay solution to improve recoveries and results for this client.

ProSource Solution

The self-pay outsourcing solution has ProSource fielding all inbound calls while also making outbound and patient service calls for the client. We manage the entire self-pay work flow from day one. We employ and manage all technology and personnel required to pursue  outstanding self-pay accounts and act as a seamless extension of the healthcare facility. Accounts in the program received between 20-25 call attempts within 30-120 days of aging. In addition we:

• Employ predictive dialers and text-to-speech campaigns.
• Use a ProSource phone number on all statements and notices.
• Introduce and comply with work standards and timelines.
• Manage Self Pay letters and notices.
• Assist in setting Self Pay and payment guidelines.
• Report monthly on productivity and trends.
• Alert the client of new technology and best practices available.

Outcome

As a result of this engagement, the client has:

• Increased average outbound calls from 4,000 to more than 40,000 per month.
• Decreased total outstanding self-pay accounts receivable by 11%.
• Decreased work queue inventory by 79%.
• Increased quick pays by 300%.
• Increased insurance identified by 100%.

14% Decrease in 120-Day Self-Pay Accounts Receivable

A Twin Cities-based healthcare system offering patient assistance through 45 different medical practices, 25 clinics, 7,500 workers, and 489 physicians.

Situation Analysis

The client’s goal was to decrease bad debt write-off by instituting a calling campaign at 90 days from date of service. The goal was to ensure all patients receive a contact and are given an opportunity to pay prior to being written off to bad debt.

ProSource Solution

ProSource implemented an outsourcing solution responsible for fielding all inbound calls while making outbound and patient service calls for the A/R within the aging categories defined by the client. We employ and manage all technology and personnel required to pursue outstanding self-pay accounts aged 90 to 150 days from date of service. We not only employ predictive dialers and text-to-speech campaigns but also do so in an environment that values compliance.

Outcome

As a result of this engagement, the client has:

• Decreased outstanding self-pay A/R in the 90 to 150-day aging bucket by 14%.
• Increased average outbound calls from 3,000 to more than 60,000 per month.
• Increased "quick pays" by 300%.
• Increased insurance identified by 200%.