Case Study: Weill Cornell Medicine increases collections by $15M with Experian’s Collections Optimization Manager

Weill Cornell increases collections by $15M with Collections Optimization Manager

Weill Cornell Medicine, a leading medical school and faculty practice with 165 locations, more than 1,800 physicians and over three million patients a year, faced rising financial pressure from roughly $42 million in annual bad debt. Limited data and manual call center processes left staff guessing which patients could pay, strained resources, and put collection rates and patient satisfaction at risk while the organization sought better ways to verify coverage and identify eligibility for Medicaid or charity care.

Partnering with Experian Health, Weill Cornell implemented Collections Optimization Manager for propensity-based segmentation and PatientDial for automated, targeted outreach, supported by dedicated analytics consulting. The changes eliminated uncollectible accounts, reduced manual work like skip tracing, and tailored campaigns (including sensitive approaches for behavioral health), driving $15M in increased collections, net collections up from 65% to 83%, $7M recovered in pending payments, a 7.6:1 ROI, fewer agency placements and improved staff morale.

Weill Cornell Medicine

Carey Lawrence

Revenue Cycle Administrator Customer Service and Self-Pay Collections