Success Story #1

Overview/Challenges

Demographics:

  • 260-bed acute-care, non-profit community hospital
  • Northeast
  • Serving residents from more than 25 communities


Customer Challenges/Need:

  • 2001/2002 Moody’s rating –  negative outlook
  • Negative operating cash flow (operating loss of $1.8M in ’01)
  • Capital plans for future in jeopardy

HBCS Initiatives

  • Established monthly Revenue Cycle Steering Committee meetings led jointly by hospital and HBCS leadership.
  • Increased the use of technology to create tactical movement on accounts eliminating time-consuming manual processes.
  • Worked with client to correct upstream issues including accurate registration, charge capture, and documentation.
  • Utilized HBCS technology and protocols for inbound and outbound customer service contacts.
  • Streamlined billing process using the HBCS billing system with robust editing, bridge routines, and highly automated workflows.
  • Created extensive reporting of challenges with specific accountabilities tied to improvements.

Results

  Pre-HBCS With HBCS Results
AR Days 50.59 30.30 Improved 40%
Collections $52MM $88MM Increased 68%
Aging > 90 11.4% 10.6% Improved 7%
Clean Claim Rate 67% 91% Improved 36%
Self Pay/
Residual Collections		 27.7% 51.5% Improved 86%
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Success Story #2

Overview/Challenges

Demographics:

  • 500-bed regional hospital system with 6 facilities and multiple clinics
  • Midwest region
  • Serving residents of southeastern Wisconsin


Customer Challenges/Need:

  • Faced multiple revenue cycle challenges
       - Spike in managed care
  • Staffing challenges – could not keep up with demand
  • Lack of key technologies
  • Lack of processes/protocols to address increased activity

HBCS Initiatives

  • Introduction of payer specific follow-up to maximize staff productivity on existing inventory
  • Addition of dedicated management staff at HBCS and the Hospital
  • Use of payer specific projects to identify and eliminate aged accounts receivable
  • Adjudication of accounts through regular scheduled meetings with Managed Care provider representatives to identify and address delinquent payment issues
  • Introduction of automated billing file transfers using an Internet-delivered Application Service Provider (ASP) platform secured by a VPN connection
  • Introduction of a sophisticated and high speed data validation engine to engage world class claims editing capabilities
  • Introduction of 276/277 Claim Status transactions into automated Follow-up to initiate account movement to next payer and/or denial management

Results

  Pre-HBCS With HBCS Results
AR Days 75 38 Improved 50%
Aging > 90 27% 10% Improved 63%

 

Significant increases in cash recoveries and customer satisfaction

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Success Story #3

Overview/Challenges

Demographics:

  • 87-bed acute-care community hospital with 6 facilities and multiple clinics


Customer Challenges/Need:

  • Human resource challenges resulting in customer service challenges with:
       - True self-pay
       - Balances after insurance
  • Lacked proper self-pay technology
  • Increasing bad debt

HBCS Initiatives

  • Developed customized web site for patients to easily self-serve their accounts
  • Established patient friendly letter series with consistent, timely mailings
  • Incorporated immediate and progressive telephonic communication
  • Established goal setting and monitoring
  • Implemented monthly review of issues and performance
  • Provided custom reports including call volume statistics and AR performance

Results

Self-Pay recovery rate improved by over 80%

Cash recoveries improved by 66% in first year

Customer satisfcation issues improved dramatically

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Success Story #4

Overview/Challenges

Demographics:

  • 415-bed community hospital system
  • New England region


Customer Challenges/Need:

  • Human Resource challenges
  • Insufficient technology
  • Difficulty handling increased call volumes
  • Costly to recruit and hire more resources

HBCS Initiatives

  • Performed detailed on-site assessment
  • Developed on-line tools for patients
  • Deployed statement processing from hospital to HBCS
  • Added necessary staff to immediately supplement deficiencies
  • Established goal setting and monitoring
  • Implemented monthly review of issues and performance
  • Provided custom reports including call volume statistics and AR performance

Results

Self-pay recovery rate increased from 53% to 69% in 6 months

Call answer rate increased to over 97%

Total call volume went from 24,000 to over 240,000 calls per year

Dramatic improvements in customer service

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