Case Study: Leading Massachusetts Community improves billing and collections performance with Alorica

Leading Massachusetts Community - Customer Case Study

Leading Massachusetts Community, a community-based accountable care organization made up of 10 hospitals, needed to standardize billing and first-party collection across its network. With inconsistent procedures, non-uniform data, and no common way to compare hospital performance, the organization turned to Alorica for Customer Service and Self-Pay Revenue Cycle Management Extended Office Services.

Alorica partnered with Connance and the client to build a Central Billing Office, integrate multiple hospital systems through Connance’s Agency Manager platform, and create standardized workflows, documentation, and procedures. Alorica also used Connance’s EVI predictive analytics to improve self-pay outreach, resulting in an 11% increase in liquidation performance, 27.5% discovery of self-pay claims billable to insurers, 28% improvement in self-pay A/R aging, and 23% improvement in balance-after-insurance A/R aging, along with 96.5% QA scores and 99% courtesy satisfaction.