Designing a unified revenue cycle system

NGPG Quick Facts

  • Member of regional health system
  • 50+ practice sites
  • Specialties across heart services, obstetrics services, advanced surgery service, and oncology

Northeast Georgia Physicians Group (NGPG) knew that across its 50+ practice sites, there needed to be a unified strategy for collections and point-of-service data capture.

As in many large medical groups, each site was operating under different assumptions—and front end collections were inconsistent, accounts receivable was below best practice, and the patient experience wasn’t what they knew it could be.

Advisory Board Consulting partnered with this physician’s group to design a revenue cycle strategy for all sites, embed accountability, and deliver significant impact within just a few months.

Identified gaps to create action plan

We conducted an assessment of all aspects related to revenue cycle management in order to identify opportunities for revenue improvement, increased collections, and cost reduction. This deep dive review included staff interviews of key personnel and management, and on-site observations of operations, including pre-arrival, preregistration and scheduling, and data capture procedures and processes.

In addition, the Consulting team reviewed the structure, policies, and technology in the central business office (CBO) to examine elements such as customer service, contract reimbursement, write-off and charity care policies, and reporting.

With a solid understanding of operations at the front and back, we delivered a set of actionable recommendations for more efficient and effective operations, and enhanced financial performance.

Deployed centralized support over 50+ sites

To ensure all sites had the support needed throughout the engagement, we dedicated an Interim Sites-of-Service Manager to standardize revenue cycle activities, partner with an NGPG Registration Manager, and train local personnel. They focused on embedding processes related to improving performance and the patient experience.

The results

23% decrease in front end denials from .43%, already low compared to peers, to .33%.

23% improvement in point-of-service collections in six months

In addition, the team developed best practice policies and procedures related to insurance eligibility, no show appointments, setting payment expectations during the scheduling process, and point-of-service collections, and numerous others.

See how we can support your revenue cycle strategy