Case Study: Emory Clinic recovers $21.3M in underpayments and slashes patient bad debt with Experian

Uncovering contractual details helps collect revenue left on the table

Emory Clinic, a large Atlanta-based multi‑specialty practice handling millions of claims annually, struggled to identify and validate contractual underpayments amid rising self‑pay balances and high‑deductible plans. Manual processes and fragmented data made it hard to spot small but systemic underpayments, accurately calculate patient out‑of‑pocket responsibility before service, and prevent growing patient bad debt.

By implementing Experian Health’s Contract Manager, Patient Responsibility Pricer, Eligibility & Benefits Verification and Financial Assistance Screening, Emory automated line‑item payment verification, on‑demand patient estimate adjudication and charity/Medicaid screening. The results: $21.3 million recovered in eight years, an 85% collection rate when estimates are provided, about $5 million in annual patient prepayments, a 47% lift in financial counseling collections, and patient bad debt reduced to 1.1% of total charges.

Emory Clinic

Taylor Williams

Director, Patient Financial Services