Collections Strategy Improvement at Wooster Community Hospital

This case study outlines the efforts of Wooster Community Hospital to enhance its patient collections process utilizing Experian Health’s Collections Optimization Manager. The hospital, a 173-bed facility in Ohio, aimed to improve patient financial experiences and increase revenue by transitioning from outsourced collections to an in-house model. Key objectives included customizing collection strategies based on patients’ financial circumstances and improving efficiency through automation. The implementation led to a 7.75% increase in patient collections, amounting to nearly $4 million within a year. Automation tools such as PatientDial and PatientText were utilized to enhance communication and streamline payment processes, resulting in a significant reduction in manual work and patient complaints. Furthermore, the hospital identified $800,000 in previously overlooked Medicaid coverage, contributing to overall financial gains. The case study emphasizes the impact of tailored strategies and automation in enhancing patient relations and optimizing collections management.