Case Study: North Memorial Health Care achieves 50% reduction in unreimbursed testing with Hc1 healthcare CRM

How North Memorial Health Care Reduced Unreimbursed Testing by 50%

North Memorial Health Care’s reference laboratory (NMRL) in Robbinsdale, MN performs over 1.6 million tests annually across molecular, cytology and other disciplines. Facing rising unreimbursed high‑cost testing and fragmented data that impeded population health, patient quality, operational efficiency and profitable growth, the lab needed unified, real‑time insight to curb waste and improve care.

By implementing a healthcare‑specific CRM to replace data silos with real‑time intelligence and better team collaboration, NMRL quickly targeted problematic ordering patterns and engaged clients. The program cut high‑cost unreimbursed testing by 50%, produced a 127% shift to Free T4 over Total T4, helped save a $150K client relationship, improved communication and issue resolution, and increased client retention and visibility into utilization trends.

North Memorial Health Care

Bobbi Kochevar

Director of Diagnostic Therapy & Care Management