Case Studies

Sarasota Memorial Health Care System’s (SMHCS) customer service motto aims to “deliver quality patient experiences beyond discharge.” Aligned with this objective, SMHCS sought to improve quality and performance among its teams to better serve its patients, families and physicians. The hospital focused its improvement efforts in key areas of revenue cycle including Scheduling/Insurance Verification, Registration […]

Patient Access at Mercy Medical transformed a struggling unit to a robust call center that schedules both hospital services and physician office appointments. The department had been drowning in paper, losing orders and receiving frequent complaints. Transformations – including a digital workflow for orders and QA process for calls – improved outcomes so significantly that Patient Access […]

Establishing Undeniable Proof to Fight Denials and Win at Community Health Network

About Health First Health First is located in Brevard County, Florida. The system includes four not-for-profit hospitals with 920 acute-care beds. It also encompasses 15 diagnostic centers, a 300-plus Health First employed physician group and Health First Health Plans. Health First’s Patient Access division employs more than 200 associates. In most cases, this team’s interactions […]

At Moffitt Cancer Center, a robust denial prevention program resulted in reducing denials from 14% of gross charges to 8% of gross charges billed. The process involves a multidisciplinary team, a datadriven strategy, a preventative approach and a missional, patient-centric perspective that extends across the organization. Click Here to Download  

Moffitt Cancer Center is dedicated to partnering with patients and their families to provide a quality experience. With this mission in mind, the center recognized a need to redesign front-end workflows to improve operational efficiency, financial integrity and patient experience. The revenue cycle team at Moffitt sought strategies to improve patient experience while maintaining performance […]

Tampa, Florida Key Drivers: Attracting and Retaining Employees Moffitt Cancer Center has had a work-from-home program in place for several years, but until recently it was available only narrowly to non patient-facing roles due to the logistical and technical hurdles it presented. But with the launch of a new program in Patient Access, 20 of […]

Arizona and Florida Key Drivers: Space, Employee Retention Mayo Clinic began its work-from-home program in Patient Access in 2011. Other positions such as care managers and clinical documentation specialists were already working from home at the time, but the Clinic had not yet expanded the model to pre-service functions. Patient Access initiated the program in […]

Atlanta, Georgia Key Drivers: Attract qualified job candidates, Alleviate space issues, Incentive for employees With three hospitals and 27 neighborhood locations, Children’s Healthcare of Atlanta is one of the nation’s largest pediatric clinical care providers. The health system has had a work-from-home program in place in Patient Access for nearly 10 years. Leaders launched the […]

With a patient population that is more than 65 percent Medicare, Boca Raton receives an enormous volume of audit and information requests requiring the hospital to submit additional documentation in support of Medicare claims. Boca Raton’s paper process for audit responses presented significant financial and operational challenges for the hospital. DOWNLOAD THE CLIENT SUCCESS STORY