Case Study: Mountain View Medical Group reduces past due letter costs with West voice notifications

Reducing Outreach Costs for Past Due Accounts

Mountain View Medical Group, a Colorado Springs-based healthcare practice, wanted to reduce the cost and staff time associated with pursuing past-due patient accounts. Working with West Corporation, the group used West voice notifications, specifically TeleVox Payment Reminders, to encourage patients to pay sooner and reduce the need for mailed past-due letters.

West Corporation implemented an automated call strategy that contacted accounts at 45 days past due, before the traditional 60-day letter stage. The new process cut past-due letters by 19%, eliminating 357 letters over a three-month period and saving $3,570, or an estimated $14,280 annually. The practice also reported that balances under $25 were being paid instead of adjusted off, while staff gained time for other duties.

Mountain View Medical Group