Case Study: UC San Diego Health System achieves an improved patient payment experience and streamlined billing with ACI Worldwide

UC San Diego Health Transforms Bill Payments to Improve Patient Satisfaction

UC San Diego Health System faced a fragmented billing experience that left patients receiving separate hospital and professional statements, setting up duplicate payment plans, and getting inconsistent answers from two customer service teams. This led to rising patient advocacy complaints and the risk of losing patients to competitors. To modernize payments and improve the patient financial experience, UC San Diego Health System engaged ACI Worldwide and its ACI Universal Payments solution as part of a broader transformation.

Working with ACI Worldwide, the organization consolidated revenue operations (including Epic Single Billing Office), unified policies and response guides, redesigned simplified patient statements, optimized IVR, and introduced analytics-driven segmentation and real-time payment capabilities via ACI Universal Payments. The combined vendor technology and process changes produced immediate benefits: a single, clearer bill, consistent service responses, expanded payment channels and more personalized communications — reducing billing complaints and improving overall patient satisfaction while enabling continued omni-channel and mobile enhancements.

UC San Diego Health System

Terri Meier

System Director – Patient Revenue Cycle