Case Study: Stanford Health Care achieves a $4.1M increase in average monthly collections and improved patient experience with Experian Health's Collections Optimization Manager

How Stanford Health Care optimized their collections to maximize revenue and improve patient experience

Stanford Health, part of the academic Stanford Health system and a level‑1 trauma center serving more than 2 million outpatient visits annually, faced mounting revenue‑cycle pressure as high‑deductible plans shifted more cost to patients. Its consolidated Self‑Pay Management Office and call center (on Epic) needed to improve patient engagement and reduce the cost to collect amid rising demand, digital expectations and limited staffing.

By deploying Experian Health’s Collections Optimization Manager, Coverage Discovery, Return Mail and related automation, Stanford Health screened out uncollectible accounts, scored and segmented patient propensity to pay, identified missed insurance and verified contact data to prioritize collections and streamline outreach. The initiative drove a $4.1M increase in average monthly payments (2019–2021), saved 672 staff hours per month and about $109K/month (~$1.3M/year) in efficiency gains, generated $1.26M annualized from corrected addresses, and found coverage on 29% of searches, improving both recovery and the patient financial experience.

Stanford Health Care

Teresa Ceja-Diaz

Vendor Management Analyst, Self-Pay Management