“Working smarter, not harder means partnering with best of breed vendors to bring their expertise to our process. PatientFocus has allowed us to standardize our AR outreach across practices while modernizing the patient experience. This has been a win – win for our patients and our team. ”
— Terrill Jordan, President & CEO
PatientFocus partnered with Regional Cancer Care Associates to implement its Patient Financial Engagement solution for a patient billing transformation, driving an increase in patient revenue while protecting the patient experience.
Client:
Established in 2012 with the merger of 10 individual oncology practices, RCCA now has 30 locations throughout New Jersey, Maryland, and Connecticut, over 110 cancer specialists and 500 employees.
RCCA is one of the 200 medical practices in the US to be selected to participate in the Oncology Care Model (OCM), a Medicare initiative to drive value-based care.
Challenge:
OCM has an explicit goal of helping patients navigate the multi-layered complexities of having cancer including helping patients to manage their out- of-pocket costs for treatment.
RCCA quickly realized that better payment options and exceptional patient engagement throughout the billing process would not only provide a better patient experience, but also align with their OCM initiatives.
Faced with the prospect of adding additional staff and investing in tech-solutions to support this initiative, the leadership concluded that partnering with PatientFocus was a better option.
Patient Billing Transformation Solution:
RCCA partnered with PatientFocus to directly address the opportunities that existed in their patient-billing process and worked together to ensure patient data moved seamlessly between the facilities and the PatientFocus medical billing company patient-engagement platform. Simultaneously, PatientFocus’ team of Client Service Managers worked with RCCA to establish rules of engagement specific to their organizational and patient needs.
This level of coordination allowed PatientFocus to develop a comprehensive patient-outreach and engagement strategy that provided RCCA patients the clear, consistent, and convenient billing process they would expect from RCCA.
From customized statements to the online portal, patients are now able to access all necessary medical billing information, manage payments, pay from their mobile device, and speak with a billing expert when needed. This proven approach not only drove an increase in patient revenue, but also protects the patient experience that RCCA physicians and staff work so hard to deliver.
Results:
PatientFocus created over 76,000 touches across 18,000 patients in the first nine months for RCCA resulting in:
- an Average of four (4) touches per patient
- a 94% increase in year-over-year patient-pay collections
- Patient Satisfaction Score of 98 (the national average for medical billing offices is 18)
- 359% ROI (for every $1.00 paid to PatientFocus, RCCA received $4.59)
