At a glance
Improved Productivity and Recovered Funds
CLIENT Overview
UnityPoint Health provides a full range of coordinated care to patients and families. With total annual operating revenue of $3.9 billion, UnityPoint Health is the nation’s 13th largest nonprofit health system and the fourth largest non-denominational health system in the U.S.
The Challenge
Due to a constricted implementation timeline, Quincy, an affiliate of UnityPoint Health, installed a model statement, void of customization and no display of payment plans, physician information, or appropriate balances. These information deficiencies led to increased call volumes and a spike in self-pay AR.
With 1,000+ active payment plans and 5,000+ monthly statements sent, UnityPoint Health teamed up with Avaap to reduce patient call volume, improve productivity, and lower above baseline self-pay AR Days
Key Highlights
Updated Statement Design and Customized Patient Services Account Views
UnityPoint Health partnered with Avaap’s healthcare experts to improve function and productivity related to payment plan statements and customer service calls. Avaap provided UnityPoint with an updated statement design with modified text colors to improve visual contrast. The improved statements included a payment plan summary, provider details, statement sent date, and overall amount due.
Avaap also updated account inclusion settings to permit all qualifying patient balances to appear on statements.
Best Practice Methodology
Avaap and UnityPoint modified posting methodology based on best practice processes to improve revenue recognition of aging balances. Accounts that qualified for statement run that would have been lost were recovered.
As for UnityPoint’s service call troubles, Avaap customized Patient Services work queues so staff could locate pertinent patient and billing information faster, cutting call times.
Actionable Insights
Through improved processes, Avaap and UnityPoint Health were able to recover $43,090 missing in self-pay AR and add to statements. The updated statement design decreased UnityPoint’s call volume due, lowered average self-pay times and lower account look up times. Patients were able better understand what they owed and when. This also improved productivity of customer service calls.
Lower Bad Debt
Small balance statement hold modifications reduced black hole accounts, resulting in lower bad debt and aged AR for UnityPoint and its customers.
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