Case Study

Rapid assessment and implementation of professional billing technology optimization initiatives, focusing and reducing self-pay A/R, accelerating charge review and workqueue health

UnityPoint Health

Falcon Consulting reduced unmanageable patient call volume and above-baseline self-pay AR Days by delivering rapid enhancements to the visual design and content o the patient statement alongside system enhancements to Patient Services system functionality

The Situation

A medical group concerned with remittance-based physician compensation

  • Constrained implementation timelines led to Quincy installing a model statement void of customization, including no display of payment plans, physician information, or appropriate balance

  • Information deficiencies led to increased call volumes and a spike in self-pay AR

Over 100 providers across multi-specialty areas and notable rural care. High public aid population

1000+ active payment plans

5000+ monthly
statements sent

The Falcon Solution

Updated statement design and cliarty, and customized Patient Services account views to decrease call times

  • Added a payment plan summary, provider details, statement sent date, and overall amount due

  • Modified text color to improve visual contrast

  • Updated account inclusion settings to permit all qualifying patient balances to appear on statements

  • Customized Patient Services workqueues so staff could more quickly locate pertinent patient and billing information

The Value Delivered

Decrease in average self-pay call times

Increase in call productivity per day in customer service

Accounts qualified for statement run that would have been lost

$43,090 in missing self-pay AR found and added to statements

  • Modified posting methodology improved revenue recognition of aging balances

  • Patients better understood what they owe, and when they owe

  • Call volumes decreased due to the increased information provided to patients

  • Call times were reduced due to improved workqueue structures and lower account lookup time

  • Small balance statement hold modifications reduced black hole accounts, resulting in lower bad debt and aged AR

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