Case Study: Brightree achieves $1.88M in annual patient collections with SmartAction AI-powered Virtual Agents

Brightree Drives $1.88m in Patient Collections with AI-Powered Virtual Agents

Brightree, a major healthcare technology provider for home infusion pharmacy and durable medical equipment, needed a way to improve patient collections without adding headcount. As their volume grew, they hit capacity for live outreach and wanted to offer patients more self-service options while still maintaining a strong patient experience. Brightree partnered with SmartAction to introduce an AI-powered virtual agent for collections and payments.

SmartAction built a Virtual Assistant that proactively called patients about overdue balances, handled complex payment arrangements and extensions, left voicemails, and let patients call back to complete transactions in natural language. The solution helped Brightree collect more efficiently across thousands of patients per day, resulting in $4.75M collected in late-stage debt, $6.5M collected through agent transfers, and $1.88M per year from payments made directly or indirectly through the virtual agent. Brightree also reported that 5% of engaged patients completed a successful payment.

Brightree

Jennifer Leon

Vice President