Case Study: Dayton Children's Hospital boosts patient collections and accelerates scheduling with Experian Health's PatientDial

Dayton Children’s Hospital boosts patient collections and scales patient scheduling using PatientDial

Dayton Children’s Hospital, a top-50 pediatric facility in Ohio with over 300,000 annual visits, faced rising third-party collections costs and the need to scale in-house collections while also speeding referral-to-appointment turnaround to 24 hours. Pandemic-related staffing shortages and manual dialing workflows limited outreach, left many calls unanswered, and prevented the Patient Accounts and Pre-Service Operations teams from meeting productivity and patient-experience goals.

Dayton Children’s implemented Experian Health’s PatientDial across both departments—adding autodialing, queue callback, agent pop and texting, plus dedicated consultant support—to automate outreach and scheduling. Results included a jump from ~50–60 to ~600 calls per day (≈900% increase), elimination of ~300 manual follow-up calls, a 50% increase in appointments scheduled, referral-to-scheduled time cut from four days to under one, faster answer times (60s to 30s), and measurable increases in collections and patient satisfaction.

Dayton Children’s Hospital