Case Study: Singing River Health System achieves a smooth billing-system transition and day-one full functionality with Optum Revenue Cycle Management Services

Collaboration and Support Provide a Smooth Transition to New Billing and Claims Management System

Singing River Health System, which operates two hospitals and multiple clinics serving more than 100,000 patients annually in Pascagoula, Mississippi, faced a complex transition to a new integrated billing and claims management system. To manage accounts receivable resolution, claim edits, new payment-posting workflows and align processes and culture during the cutover, Singing River engaged Optum for Revenue Cycle Management Services, including accounts receivable follow‑up, payment posting, claim edit review, insurance credit balance services, and system transition support.

Optum implemented a collaborative, system‑agnostic, phased rollout with process streamlining, advanced training, on‑site tech support and quality assurance, and alignment of the new system to existing workflows—stepping in to handle payment posting and collections as needed. The result was full functionality on day one, immediate efficiency gains and measurable impact: 36.4 average days in AR, 6.1% of AR over 120 days, a 98.6% net collection rate, and high customer satisfaction (net promoter scores of +9 and +10).

Singing River Health System

Mark LaFontaine

Director of Revenue Integrity