Case Study: Wooster Community Hospital achieves a 7.75% increase in patient collections and $3.8M recovered with Experian Health’s Collections Optimization Manager

Over 7% increase in patient collections for Wooster Community Hospital with Collections Optimization Manager

Wooster Community Hospital, a 173‑bed acute care facility in Wayne County, Ohio, needed to improve patient collections, reduce staff effort and stop patient complaints from outsourced debt vendors. With a lean revenue team and patients unhappy with external collection practices, leadership sought a more personalized, in‑house approach that could differentiate outreach by patients’ financial situations and streamline communications.

Wooster implemented Experian Health’s Collections Optimization Manager alongside PatientDial, PatientText and PaymentSafe to segment accounts by propensity-to-pay, automate outreach and offer convenient payment options. In one year the hospital collected an additional $3.8M (a 7.75% increase), cut bad debt by 12% (≈$682,851), saved 413 staff hours, uncovered $800K in overlooked Medicaid coverage and all but eliminated patient complaints.

Wooster Community Hospital

Kristen Shoup

Revenue Cycle Director