$1.48M in AR Recovery Achieved Over 16 Weeks
To stabilize operations and restore billing performance, the organization partnered with Impact Advisors to deploy targeted staff to manage their workqueues.
AR Collections Outsourcing
Using a standard Revenue Cycle Managed Services targeted process outsourcing methodology, Impact Advisors deployed nine Epic-trained AR collectors across both Professional and Hospital Billing, alongside a Revenue Cycle Supervisor to support and supervise daily billing operations. Each person was matched to a workqueue based on skillset. Productivity was the primary target of the engagement, with the organization aiming to work through 40-50 accounts per user each
day.
Going Above and Beyond
Due to staffing challenges, the organization was not meeting the average of 40-50 accounts per day during the first six weeks of the engagement. Impact Advisors
adjusted the fees to reflect this underperformance. After staffing challenges were addressed, the team began consistently hitting the agreed upon target and quickly made a considerable dent in the backlog.
Impact Advisors also offered valuable Epic expertise and knowledge beyond the scope of the engagement. When the Impact Advisors leadership team realized the client team was relying on spreadsheets and not fully leveraging Epic’s capabilities, they stepped in to help them utilize Epic reports. Additionally, the team advised on managing the Epic environment post-live, including providing resolution steps to system backlogs, and introducing tracking reports and dashboards to measure team productivity
Keys to Success
- Daily touch bases to keep team engaged and on track
- Weekly audit of accounts from each user
- Real-time feedback loops and remediation plans
- Strategic repositioning of staff based on performance and swiftly replacing underperformers
- Consistent monitoring and strong leadership
Positive Impact
By the end of the 16-week engagement, Impact Advisors aided the organization in completing 10,509 accounts, with 40% of activities resulting in payment, and a 2-day reduction in average workqueue days. This led to $1.48M recovered from AR backlogs. Impact Advisors’ flexibility, responsiveness, and willingness to go the extra mile enabled the client to overcome staffing and system challenges, restore AR productivity, build sustainable reporting tools, and successfully pass its audit.
"Your partnership, integrity, and management of the billers have been exceptional… It has been a pleasure to work with you, and I would recommend you to other Epic clients in need of support.”