Case Study: Novant Health achieves faster, higher‑yield patient collections with Experian’s Collections Optimization Manager

Automation and efficiency are the secret to faster patient collections

Novant Health, a 15-hospital system with over $4 billion in net patient revenue and 5.8 million patient encounters annually, needed to modernize patient collections after growth and mergers. The organization was managing 21 different collections agencies and relying on manual, time-consuming reporting; leadership sought an automated, Epic-integrated platform that would reduce staff intervention, improve agency oversight, and deliver robust reporting and insights.

Novant implemented Experian Health’s Collections Optimization Manager with a dedicated consultant to deploy automations, real‑time analytics, propensity-to-pay segmentation and a “route and reconcile” workflow plus an agency scorecard/dashboard. The program lowered agency costs by keeping high-pay accounts in-house, improved identification of presumptive charity and bad-debt candidates, sped collections while supporting compassionate patient conversations, and delivered measurable gains: a 5.8% increase in unit yield year‑over‑year, a 6.5% recovery rate and an 8.5:1 rolling average ROI.

Novant Health

Wendi Bennett

Director of Patient Finance