Case Study: Brightree achieves $1.88M in annual patient collections with Capacity’s AI-powered virtual agents

Brightree collects $1.88M in patient payments with Capacity

Brightree, a subsidiary of ResMed and a major provider of healthcare technology solutions, faced a challenge with its contact centers reaching operational capacity. This limited their ability to help healthcare partners collect patient payments, while patients increasingly demanded self-service options. To address this, Brightree partnered with Capacity to implement an AI-powered intelligent virtual agent for automated outreach.

Capacity's solution was an intelligent virtual agent that independently calls patients to discuss payments, allowing them to negotiate arrangements or settle accounts through natural conversation. This provided a frictionless self-service option. The implementation by Capacity drove significant results, including collecting $4.7 million in late-stage debt and generating $1.88 million in annual payments, helping partners achieve an ROI of 200% or more.

Brightree