Case Study: MU Health Care increases collections with West Corporation’s TeleVox Payment Reminders

MU Health Care Increases Collections with Automated Reminders

MU Health Care needed a better way to manage a growing volume of self-pay accounts after merging two organizations, which significantly increased the team’s collection workload. To extend outreach without sacrificing call quality or personalization, the health system turned to West Corporation and its TeleVox Payment Reminders solution.

West Corporation implemented automated payment reminder calls that blended patient-specific details into natural-sounding messages, allowing MU Health Care to contact more accounts each day and better manage response volume. The results included a 186% increase in daily account touches, a 13.7% return from calls attempted, $115,941 collected in the first three months, and an estimated $463,000 reduction in outstanding A/R annually, while also reducing average A/R account life by 14%.

MU Health Care

Cheryl Hopson

Supervisor