Case Study: Great River Health achieves faster digital payments and 60% fewer patient calls with Waystar

A health system’s journey to speed up self-service patient payments + slash call volume

Great River Health, a regional health system based in West Burlington, IA, faced an outdated payments portal that was hard to navigate, lacked self-service payment plans, and generated roughly 6,000 patient calls per month. To modernize billing and improve the patient financial experience, Great River Health partnered with Waystar and implemented Waystar Patient Payments, Patient Statements + Lockbox and the PatientWallet® portal.

Waystar integrated its payment technology with Great River Health’s EHR, enabled eBills, text notifications, a single household portal account, and self-service enrollment in monthly plans—going live in eight weeks. With Waystar’s solution, Great River Health achieved a 30% increase in online self-service payments, 38% faster payments, a 60% drop in monthly patient call volume, staff-assisted payments halved (44% to 22%), and 95% of surveyed patients reporting a positive payment experience.

Great River Health

Shannon Leffler

Manager of Patient Financial Services & Patient Billing