Case Study: Resurrection Health Care achieves $32M in correlated incremental revenue with Optum RelayCare Revenue Tracker

Revenue Tracking Tool Builds, Demonstrates Contact Center Value

Resurrection Health Care, a multi‑hospital system in Illinois facing mergers, staff realignments and pressure to demonstrate contact center value, needed a way to measure the financial impact of its patient outreach and marketing. To address this, Resurrection partnered with Optum and deployed Optum’s RelayCare Revenue Tracker to capture caller data, match encounters to hospital financial records, and quantify the contact center’s contribution to revenue.

Optum’s solution automated matching and reporting so the contact center could credit revenue to the correct marketing campaigns, reduce manual reconciliation, and inform staffing decisions. The results were measurable: in FY2011 $32 million of incremental revenue was correlated to contact center calls across six hospitals (about $5.3M per hospital), compared with $35M across seven hospitals in FY2010 (~$5.0M per hospital), and an average revenue per call of $925—providing clear, executive‑level proof of the contact center’s value.

Resurrection Health Care

Cheryl Dusenbery

Call Center Director