Case Study: Major West Coast Health System improves patient engagement and collections with Acqueon

How Acqueon Modernized Collections & Compliance AND Maximized Patient Satisfaction for a SoCal Institution

Major West Coast Health System, a large not-for-profit healthcare provider in California, needed a better way to manage high-volume patient outreach, collections, and compliance. Its legacy campaign management tool could not support the level of omnichannel engagement required, and its CRM was overloaded with patient data, hurting campaign performance. Acqueon’s Engagement platform was selected to modernize these workflows without forcing a CRM replacement.

Acqueon implemented a configurable, CRM-integrated omnichannel solution with built-in compliance and robust data APIs, enabling closed-loop campaign management across patient contact and financial services programs. The health system launched 27 Patient Contact Center campaigns and 9 Patient Financial Services campaigns, doubling the number of campaigns executed while improving appointment adherence to 17%, patient satisfaction to 58%, time to receive payment to 29%, and self-service usage by 47%.