Collections Optimization Case Study for St. Luke’s Health Network

This case study details the implementation of Collections Optimization Manager and PatientDial at St. Luke’s University Health Network, a nonprofit health system in Pennsylvania. The organization faced challenges with increasing bad debt and an inefficient manual process for collecting patient balances. To address these issues, St. Luke’s adopted a data-driven approach to segment patient accounts based on the likelihood of payment, which allowed staff to focus their outreach efforts effectively. Automation of patient communications was also introduced, significantly reducing the burden on staff and increasing efficiency. As a result of these changes, St. Luke’s experienced a 22% increase in average monthly cash collections, totaling $7.8 million, and a remarkable 274% increase in outbound calls for payment collection within ten months. The case study emphasizes the importance of collaboration and communication among team members and highlights future plans to enhance patient engagement through text messaging.