Case Study: Sansum Clinic achieves 40% recovery of outstanding balances in 1 month and improves patient experience with Artera

Sansum Clinic Leverages Artera to Collect Outstanding Balances and Improve the Patient Experience

Sansum Clinic, the oldest and largest non-profit outpatient healthcare provider on the California Central Coast, faced a backlog of patients with outstanding balances but had limited staff capacity to follow up. To tackle this challenge, Sansum Clinic partnered with Artera and deployed ChatAssist AI, Artera’s Conversation Builder, to automate patient outreach and payment reminders.

Over a 30-day campaign Artera contacted 8,531 patients with balances of $10–$5,000 across three aging work queues (30–60, 60–90, 90–120 days), sending messages to 150–300 patients three days a week and offering payment via phone, MyChart, or Guest Pay Portal. The Artera-driven campaign collected 40% of total outstanding payments in one month, delivered the highest response from the 60–90 day queue, and saw responder preferences of 50% phone, 40% Guest Pay Portal, and 10% MyChart—reducing staff burden and improving the patient experience.

Sansum Clinic