Case Study: Wake Forest University Physicians achieves $500K–$700K monthly collections and slashes per-call costs to $0.25 with Alvaria

Wake Forest University Physicians - Customer Case Study

Wake Forest University Physicians (WFUP) is a large outpatient physician group—over 500 physicians across roughly 85 specialties—whose contact center handles collections, pre-registration and registration updates. WFUP needed a flexible, integrated solution to automate outbound patient outreach and payments, provide on-screen patient data for agents, and deliver an IVR for 24/7 self-service to improve cash flow, turnaround times and patient satisfaction.

WFUP implemented the Noble Enterprise Solution—predictive/preview dialing, virtual campaigns, IVR, on‑screen account pop-ups, billing integration, real‑time reporting and call recording—on upgraded SIPhony servers. Results included cutting agent-assisted call cost from $9 to $0.25, boosting monthly calls from 800 to 1,079 with an 88% completion rate, increasing collections from $120K to $500–700K per month (the dialer paid for itself in month one), outbound calls up 170%, completed registrations up 80%, inbound calls up 123% with 82% more registrations, and streamlined bad‑address handling that one FTE can manage.

Wake Forest University Physicians

Denise Fetters

Assoc Vice President, Business Operations