Case Study: Scripps Health achieves improved patient satisfaction and increased collections with Optum

New Statements and Online Account Management Help Improve Satisfaction, Increase Collections

Scripps Health, a large nonprofit health system in La Jolla, set out to improve patient billing by redesigning mailed statements and planning a future online payment and account‑management option to give patients 24/7 access and reduce billing confusion. They chose Optum (using RelayAccount™ Statements and RelayAccount™ Online) to deliver more patient‑friendly statements and a scalable path to online billing.

Optum implemented redesigned, easier‑to‑read statements and rolled out RelayAccount™ Online for consolidated billing and electronic payments; the results included faster payments, fewer follow‑up statements, lower paper/postal costs and reduced backend work. Measurable impact: about 32,575 patients managing accounts online by February 2013, roughly $1 million collected in the first six weeks and $3.7 million from August to February, and an average of ~8,000 online payments per month with ~85% from enrolled users.

Scripps Health

Dan Kehl

Director of Patient Financial Services