Case Study: a health system achieves 59% higher self-pay cash collections with Sutherland Global Services

Health System Industry - Customer Case Study

A major health system in the northeast faced significant revenue cycle challenges, with self-pay accounts remaining in accounts receivable for over 120 days and converting to bad debt. Their existing in-house and piecemeal vendor approach was failing, putting their financial stability at risk. They engaged Sutherland Global Services to transform their revenue cycle management processes and increase cash collections.

Sutherland implemented a comprehensive 120-day strategy using multiple contact channels, including live calls and in-person visits, to verify patient eligibility for assistance programs and set up payment plans. This solution dramatically improved the health system's financial health. Sutherland's efforts resulted in a 59% increase in self-pay cash collections and reduced A/R days from nearly 60 to an average of 30. The partnership successfully transformed the client's revenue cycle, leading to sustained growth and continued process improvements.