Case Study: Sanford Health achieves $40M+ patient collections lift with Experian Health

Sanford Health increases patient collections and improves patient satisfaction with a hybrid approach

Sanford Health, the largest non-profit rural healthcare system in the nation, needed a better way to manage growing patient balances, improve cash flow, and identify which patients were able to pay versus those who qualified for financial assistance. Before working with Experian Health, collections were handled manually, call volume was difficult to manage as the organization grew, and there was no effective scoring or segmentation to target the highest-yield accounts. Sanford also lacked tools for Presumptive Financial Assistance and processed applications by hand.

Experian Health implemented Collections Optimization Manager alongside PatientDial to segment accounts, identify propensity to pay, and route the right accounts to patient account representatives. The solution helped Sanford identify patients eligible for Presumptive Financial Assistance, improve dialing efficiency, and streamline collections workflows. As a result, Sanford Health achieved more than $40 million in in-house patient collection lift since October 2014, with an average monthly lift of $2.3 million, reduced bad debt sent to agencies by 28.5%, and increased agency recoveries by 7.5%.

Sanford Health

Mike Beyer

Director Patient Accounts