Case Study: MetroHealth System boosts patient collections with Cognizant Revenue Cycle Management Workflow

MetroHealth System restores abandonment rate to 4.25% with Cognizant

The MetroHealth System, a large safety-net healthcare system in Ohio, faced a sudden and sustained 100% increase in call volume to its Patient Access Financial Counselor call center, causing hold times, abandonment rates, and customer satisfaction scores to plummet. Cognizant partnered with the customer to implement a strategic and sustainable operations solution using its Revenue Cycle Management Workflow service to address this challenge without relying solely on major staff expansion.

Cognizant implemented a data-driven approach, analyzing call center operations to identify technology solutions, streamline workflows, and optimize staffing. This included creating a real-time document request log and refining agent scripts and performance management. As a result, Cognizant restored the call center's abandonment rate and hold time to their previous 2022 averages by Q3 2023 and achieved a full recovery of customer satisfaction rates. The solution also significantly increased patient collections by helping previously unrecorded cash-paying patients access financial assistance for both pharmacy and medical services.

MetroHealth System