Case Study: State Collection Service boosts collections and patient experience with Uniphore Self Service Agent

State Collection Service Automates Collections and Elevates Customer Experience

State Collection Service, Inc. needed a better way to manage healthcare collections because its existing intelligent virtual agents often routed callers to the wrong team, were difficult to update, and could not handle important extended business services such as demographic and insurance updates. The company wanted a more reliable self-service automation tool that could improve both customer experience and employee experience while fitting into its existing collections environment.

Uniphore implemented its Self Service Agent to provide multimodal self-service across voice and text, improve call routing, and simplify script updates and integration with SCS’s cloud dialer and collections software. With Uniphore, State Collection Service, Inc. automated $2M in collections in the first two quarters, achieved 25% call containment to self-service, reduced abandonment rates by 3–5%, and saved significant time on routine updates.

State Collection Service, Inc.

Shannon Strahan

Business Intelligence Manager