Case Study: Oregon Health & Science University improves patient billing and satisfaction with Alorica

Oregon Health & Science University - Customer Case Study

Oregon Health & Science University (OHSU) partnered with Alorica to improve the patient experience by combining hospital and physician billing into a single, streamlined statement. The challenge was to address billing workflow issues created during a transition to EPIC EHR software, while aligning customer service with OHSU’s mission and values and simplifying the billing process for patients.

Alorica worked with OHSU to stabilize the revenue cycle through workflow automation, reconciliation automation, exception reporting, post-conversion cleanup, transparent reporting, and predictive analytics. As a result, OHSU achieved a 94%+ patient satisfaction rate, increased first-party collection revenue by 12%, and stabilized accounts receivable and bad debt reserves, while also reaching 64% physician billing liquidation rates and 49% hospital billing liquidation rates.

Oregon Health & Science University