Case Study: University of Utah Health increases patient collections and cuts thousands of staff hours with Experian's Collections Optimization Manager

University of Utah recovers outstanding patient balances through optimized workflows with Collections Optimization Manager

University of Utah Health, the Mountain West’s only academic medical center with five hospitals, 11 community centers and a 190,000+ member health plan, faced a growing volume of patient accounts in collections as medical debt rose nationwide. That influx increased manual workload, drove up bad debt and conflicted with the organization’s mission to “make life better for both patients and staff,” so leaders sought a data-driven, automated way to cleanse their AR and focus resources on accounts most likely to pay.

They implemented Experian Health’s Collections Optimization Manager to automate screening (deceased, bankruptcies, Medicaid, presumptive charity), score and segment accounts by propensity to pay, and improve third-party agency management. The changes reduced manual intervention, delivered the equivalent of 18 full-time employees and saved more than 3,000 staff hours per month, increased average monthly patient payments by 9.4%, lowered cost to collect and improved employee engagement and operational efficiency.

University of Utah

Tyler Ripley

Revenue Cycle Manager, Self Pay Business Office