Case Study: Gwinnett Medical Center achieves a 62% increase in collections and $600K+ monthly online payments with Optum

Accurate Up-Front Estimates and Convenient Payment Options Boost the Bottom Line for Gwinnett Medical Center

Gwinnett Medical Center, a two-hospital system near Atlanta, was unable to produce accurate up-front patient estimates and collected little pre-service, which increased call volume and hurt cash flow. To fix this, Gwinnett engaged Optum and deployed solutions such as RelayClearance Plus and RelayAccount (WebPay/Online) with professional services support to provide eligibility verification, precise estimates, and convenient payment options.

Optum’s implementation—using RelayClearance Plus to validate insurance, estimate patient responsibility to the penny, and enable roaming financial counselors for point-of-service collections, plus RelayAccount Online/WebPay for self-service payments—reduced call center volume and materially improved cash flow. Results included a 62% month-to-month increase in collections (monthly collections rose from $124,687 to $201,598 in six months), monthly online payments exceeding $600,000, thousands of online transactions, and faster posting of payments.

Gwinnett Medical Center

James Barwick

Pre-Authorization Manager