Optimize revenue cycle processes and workflow to improve reimbursements

Increase accuracy and efficiency during patient registration

Leveraging process and technology improvements

Kettering recognized it was experiencing an increase in underpaid accounts receivable largely due to a legacy, out-of-date contract management system, poor processes and staff productivity issues. Bad debt was increasing due to missed and late patient payments, with 55 percent coming from Medicare and Medicaid, which the legacy system did not recognize. To turn the situation around, Kettering leveraged technology, automating the entire contracting process to accurately forecast and capture net revenue owed, better positioning staff to take a more proactive approach to poorly performing contracts. Automation was also introduced to provide accurate, patient-friendly estimates at the point of access, leveraging payor information in the contract management system. The new process has helped to reduce bad debt and charity care, with Kettering experiencing an overall increase in revenue of more than $36 million over a four-year period.

Recognized value:

  • Accurate, patient-friendly estimates to improve patient satisfaction
  • $6.1 million increase in point-of-service collections
  • Reduced bad debt, increasing revenue by $36 million over four years
  • $40 million in underpayments identified over seven years with 95 percent recovered
  • Staff training to discuss patient responsibility prior to care