Case Study: Healthcare Revenue Recovery Group achieves 32.5% increase in monthly phone payments and 13% improvement in collections skills with Genesys Speech Analytics and Coaching

Healthcare Revenue Recovery Group (HRRG) maximizes agent performance and revenue with speech analytics

Healthcare Revenue Recovery Group (HRRG), a division of TeamHealth that manages medical debt collections, needed a more cost-effective, systematic way to monitor and assess agent performance. They could not reliably identify which agent skills drove collections or measure skill usage, yet aimed to increase collections revenue and phone payment rates.

HRRG deployed Genesys Speech Analytics and Genesys Coaching to identify the specific phrases and behaviors that differentiated top performers, retrain all agents on those skills, and automate ongoing monitoring and coaching. Within months critical-skill usage rose 13%, monthly phone payments increased 32.5%, and monthly revenue ran about 20% above expectations (adding roughly $3,234 per agent for five months).

Healthcare Revenue Recovery Group

David Friedlander

President, HRRG