Case Study: Health System Improves Patient Collections with RevSpring Intelligent Workflow Solutions

How the Right Partner Can Change the Patient Financial Landscape

Health System, a not-for-profit regional health system with nine hospitals, 600 providers, and 80 locations across northeast Indiana and northwest Ohio, partnered with RevSpring after struggling with rising self-pay collections, bad debt, and the need to comply with new 501(r) financial assistance requirements. The organization wanted a better way to manage patient billing and payment communications, and initially looked for an automated outbound IVR solution before expanding the conversation to broader patient engagement and workflow automation.

RevSpring implemented its Intelligent Workflow Solutions (IWS) platform, combining personalized statements, a responsive payment portal, predictive propensity-to-pay scoring, screening for financial assistance, omni-channel communication, and automated workflow updates. The results included a 46% lift in self-pay dollars paid, a 40% lift in patients paying in full, and a 36% increase in collections from a $84 million self-pay A/R, with about $15 million in additional collections overall.