Case Study: Methodist Health System boosts self-pay collections with CallFinder

Methodist Health System boosts self-pay collections by $150,000/month with CallFinder

Methodist Health System, a prominent healthcare provider in Texas, faced challenges in its collections department, including inefficient call handling, inconsistent agent messaging, and an inability to effectively measure performance. They needed a cloud-based solution to integrate call recording and speech analytics to overcome these issues and improve their agent coaching and overall efficiency. They partnered with vendor CallFinder to implement its speech analytics solution.

CallFinder provided a comprehensive, AI-fueled speech analytics platform that delivered automated agent scorecards and metrics for sentiment and empathy. This solution enabled managers to conduct effective coaching, leading to a $150,000 monthly increase in self-pay collections and a 25% improvement in kept payment arrangements. The average call time was reduced by over two minutes, and agent quality scores rose from 85% to 95%, demonstrating the significant impact of the CallFinder implementation.

Methodist Health System