clinical performance case study.                                  Call us at: 866.217.4214

The Challenge
An academic medical center experienced sub-normal productivity and revenue collections, poor teamwork and unsatisfactory customer service after a merger of practices. Over 60% of the patients surveyed upon check-in had outstanding balances that were not being collected, non-covered services were not being collected in a routine manner and the center averaged fifteen days to post a claim. Additionally, more than 66% of patient calls were being abandoned. Patients experienced an average of 2 hours of waiting time during the patient care delivery process.

The Solution
In coordination with management, Advantage implemented the following performance improvement initiatives:

• Created a centralized call center
• Relocated equipment and reorganized patient flow, with the guidance of the physicians, to improve the efficiency of patient examination rooms and staff utilization
• Centralized diagnostic testing, implemented protocols for same day testing and reallocated the appropriate staff to perform such duties
• Improved skilled labor and productivity at each position through training, education and protocol creation
• Reengineered all front desk operations and implemented protocols for collecting all appropriate fees
• Reduced denied charges by correcting process of same day patient visits to multiple physicians

The Results

• Daily out-of-pocket patient payments increased by 50%
• Patient volume increased more than 20%
• Decreased abandoned call rate by more than 50%
• Reduced patient check-in process from an average of 30 minutes to approximately 5 minutes
• Reduced total patient waiting time from an average of 2 hours to less than 30 minutes