Weill Cornell Medicine Collections Optimization Case Study

This case study details the challenges faced by Weill Cornell Medicine in managing $42 million in annual bad debt and increasing call center demands. The organization sought to enhance its collections strategy due to limited data available for guiding patients towards appropriate payment options. The objectives included increasing net revenue through improved self-pay collections, optimizing call center operations, and selecting a suitable partner for technical solutions. The resolution involved implementing Experian’s Collections Optimization Manager, which segmented patient accounts based on propensity-to-pay scores. This strategy resulted in an increase of $15 million in collections. Additionally, the use of PatientDial automated the outreach process, improving call center efficiency and patient engagement. The partnership with Experian provided valuable data insights, leading to a 7.6:1 return on investment and enhanced staff morale. The case study concludes with plans for future automation to further improve management of patient accounts and collections.