Case Study: ValleyCare Health System reduces returned mail by 90% with Experian Health Identity Verification

Accurate patient demographics positively impact revenue cycle

ValleyCare Health System, a 200-bed private not-for-profit medical center in Northern California, was struggling with 1,500 pieces of undeliverable returned mail each month. The manual process of correcting patient addresses was time-consuming, costly, and delayed collections, while also contributing to bad debt risk and potential fraud. To improve patient address accuracy and reduce returned mail, ValleyCare turned to Experian Health and its Identity Verification solution.

Experian Health implemented Identity Verification to help ValleyCare verify and update patient demographics at pre-registration and check-in, using more accurate data sources and patient-facing prompts to confirm details. As a result, ValleyCare reduced returned mail by 90%, from 1,500 pieces per month to 150, and significantly cut manual follow-up work. The health system also improved revenue cycle performance, reduced fraudulent information, and planned to expand use of the Experian Health solution into other departments.

ValleyCare Health System

Cindy Rudow

Director, Patient Financial Services