Case Study: St. Luke's University Health Network achieves 22% higher collections and $7.8M monthly self-pay cash with Experian (Collections Optimization Manager & PatientDial)

22% increase in average cash collections for St. Luke’s University Health Network with Collections Optimization Manager

St. Luke’s University Health Network, a nonprofit health system serving patients across 14 campuses and 300+ outpatient sites, faced rising bad debt and an inefficient, labor‑intensive manual collections process. Staff spent hours on low‑yield outbound calls, driving up costs and burnout—especially as many employees worked remotely—so the organization sought a more scalable, data‑driven approach.

By implementing Experian Health’s Collections Optimization Manager and PatientDial with an integrated IVR, St. Luke’s segmented accounts by likelihood to pay, excluded noncollectible Medicaid/charity accounts, and automated outreach. In 10 months collections rose 22%, averaging $7.8M in monthly self‑pay cash, outbound calls increased 274%, staff time savings totaled 185 hours/week from the dialer plus 62 hours/week from the IVR, and employee satisfaction climbed 14%.

St. Luke's University Health Network

Cindy Samuels

Senior Manager for Patient Revenue Services