Case Study: University of Pittsburgh Medical Center boosts collections with West Corporation's TeleVox Payment Reminders

UPMC Automates Payment Reminders to Transform Collections Process

University of Pittsburgh Medical Center (UPMC) needed a better way to collect outstanding patient balances. Before working with West Corporation, UPMC relied on an auto-dialer that connected with very few patients, required live agents to monitor calls, and limited the organization’s ability to recover revenue efficiently. West’s TeleVox Payment Reminders offered a more effective way to reach patients about their accounts.

West Corporation implemented TeleVox Payment Reminders to handle outbound calls, leave voicemail messages, and route interested patients to live agents or a toll-free callback number. The result was a dramatic improvement in collections and productivity: completed outbound notifications increased 646%, inbound calls rose 69%, cash collections grew 290% to more than $2.6 million annually, and UPMC was able to reallocate 9 FTEs to other roles.

University of Pittsburgh Medical Center

Diane Allen

Project Manager, Patient Business Services