Case Study: Mercy Health achieves $7M collections improvement and unifies agency management with Waystar Agency Manager

Unified Agency Management for $7m collection improvement

Mercy Health, the largest health system in Ohio and Kentucky with more than 600 care sites and 23 hospitals, struggled to manage six outsourced collection agencies across disparate Patient Accounting Systems (PASs). The fragmented environment caused reconciliation errors, duplicate outreach, poor visibility, and reduced staff productivity — challenges Mercy sought to address by partnering with Waystar and implementing Waystar’s Agency Manager solution.

Waystar’s Agency Manager created a single source of truth with one‑sign‑on visibility into agency activity, invoice verification and reconciliation tools, and standardized reporting for vendor performance. As a result of Waystar’s implementation, Mercy realized $7 million in financial improvement over 12 months, increased agency collections by 10–15%, reduced invoice errors by 3–7%, cut reconciliation errors from about 25% to under 3%, reclaimed 0.5–1 FTE per business office, and improved patient communication and satisfaction.

Mercy Health

Patrick Flynn

Vice President Revenue Cycle and Support Services