Case Study: The Queen's Medical Center achieves 96% reduction in write-offs and $5M cash-flow improvement with Waystar Claim Monitoring

Hawaii’s largest health system reduces write-offs 96% by automating claim status verification process using web-sourced data

The Queen's Medical Center, a 500‑bed Level I trauma center in Honolulu, struggled with following up on the status of hundreds of thousands of claims—tasks that kept staff spending up to seven minutes per claim checking status even though roughly 75% were approved. To reduce wasted effort and focus teams on denied claims, Operations Manager Jodilyn Mafua turned to Waystar’s Claim Monitoring solution to automate claim‑status verification and integrate payer intelligence into its Epic workflow.

Waystar implemented its Claim Monitoring (powered by the Hubble AI/RPA platform) to pull web‑sourced payer data, translate status changes, and integrate results into the hospital’s systems, enabling faster interventions and payer negotiations. The Waystar deployment delivered measurable impact within six months: a $5M cash‑flow improvement, a 26% reduction in accounts aged over 90 days, 80% of claims removed from manual workflow as paid/scheduled/pending, and dramatic write‑off reductions (write‑offs fell about 96%, e.g., from $2.7M to $92K, with monthly untimely write‑offs dropping to roughly $19K).

The Queen's Medical Center

Jodilyn Mafua

Operations Manager for Hospital Billing