Case Study: Baptist Health achieves 74% faster check-ins and 157% increase in payment collections with Clearwave

Health System Creates a Consistent Check-In Experience for Their Patients

Baptist Health, a health system in Montgomery, Alabama with multiple hospitals, outpatient centers and clinics, faced fragmented registration across six different scheduling/billing systems, duplicate patient records, inconsistent capture of demographics and insurance data, rising patient financial responsibility from high‑deductible plans, and heavy administrative burden to meet HIPAA and Meaningful Use requirements. To address these challenges, Baptist Health engaged Clearwave and its self‑service kiosk solution (and Mobile Pre‑Check) to create a consistent, streamlined check‑in experience.

Clearwave implemented a customized, multi‑system kiosk check‑in that verifies insurance and demographics, eliminates paper forms, collects patient payment and supports multiple languages. The results: average check‑in time fell to 2 minutes 18 seconds (a 74% reduction from 9:22), 94% patient kiosk utilization, 82 kiosks systemwide (up from 10), a 157% year‑over‑year increase in payment collections, real‑time duplicate record identification, and targeted kiosk outreach that led 24% of current/former smokers to request lung cancer screening — demonstrating Clearwave’s measurable impact on efficiency, revenue and patient experience.

Baptist Health

Jeri Pack

Director, Revenue Cycle Solutions