Challenge
As a leading provider of ambulatory surgery center (ASC) revenue cycle solutions began to take on more clients, its revenue cycle team struggled to keep up with patient phone calls. Without clear job responsibilities, staff found themselves wearing many hats and becoming burned out by a seemingly insurmountable volume of work.
As they labored to get claims out the door, nearly 300 patients a day left voicemails to ask billing questions, make payments, or learn about financial assistance programs. With no time to call them back, aging patient accounts receivable (A/R) began to skyrocket. So did patient frustration as communications went unanswered and call abandon rates reached all-time highs.
“We started handling calls for five ASCs. However, the client quickly saw the value of having a team dedicated to answering patient calls. Now we handle 50+ centers.”
- Kristine Eisset Asiner, Call Center Manager at Global Healthcare Resource
Solution
In March 2024, the ASC revenue cycle company partnered with Global Healthcare Resource to build a team of 22 patient call center representatives, managing inbound and outbound calls for more than 50 ASCs, each with its own unique payment technology.