Case Study: Dartmouth-Hitchcock Health achieves 101.9% of cash collection goal with Conifer Health Solutions

Dartmouth-Hitchcock Health achieves 101.9% of cash collection goal over 5-year partnership

Dartmouth‑Hitchcock Health, a nonprofit academic health system serving northern New England, needed to strengthen revenue cycle operations—improving cash collections, patient billing satisfaction, support for uninsured patients, and Epic integration—without disrupting expansion of provider affiliates. They engaged Conifer Health Solutions to assume operational management of the revenue cycle and the Single Business Office (SBO) and to support Epic ADT implementation and ICD‑10 conversion.

Conifer Health Solutions deployed a localized “One Call” customer service model, SBO automation and workflow improvements, and Epic integration support; over the five‑year partnership D‑HH achieved 101.9% of its cumulative cash collection goal (FY16–FY21), a 40% increase in point‑of‑service collections, 23% reduction in initial denials, 20% decline in aged A/R >90 days, roughly doubled cash collected via financial counseling, a 14% drop in inbound customer calls and a 50% reduction in call abandonment—while A/R days fell from 60 to 47 and patient billing satisfaction and key Epic performance metrics improved.

Dartmouth-Hitchcock Health

Dan Jantzen

Chief Financial Officer