Case Study: Providence Health System reduces billing workload and improves patient responsiveness with Inovalon Patient Statement Management

Providence Health System cuts call wait times from 10 minutes to under 60 seconds with Inovalon

Providence Health System, a mission-driven not-for-profit Catholic health system, faced a significant challenge as its staff was overwhelmed by a fully manual process for sending patient statements. This administrative burden, handled by vendor Inovalon, pulled caregivers away from patients, leading to long call wait times and an inability to meet service goals.

By implementing Inovalon's Patient Statement Management solution, the organization shifted to digital delivery through text and email. This eliminated manual work, freed up staff time, and dramatically improved patient interactions. The results included cutting call wait times from 10 minutes to under 60 seconds, reducing the call abandonment rate to below 5%, and saving an estimated $75,000 annually in office supplies alone.

Providence Health System