Following the 2013 Catholic Health Initiatives (CHI)-St. Luke's Health merger, the organization received a system-wide directive to increase revenues by $8M.
CHI-St. Luke's partnered with Payment Navigation Compass and Payment Integrity Compass to address front and back end revenue cycle challenges. Through streamlined processes, improved staff efficiency, and targeted management strategies, it far surpassed industry best practice standards for point-of-service (POS) collections and denials management.
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CHI St. Luke's Health recipe for success
Instill recognition, accountability, and training
CHI St. Luke's invested in system-wide patient access training, developed robust POS collections goals, and established a monthly POS collections campaign to increase staff recognition and accountability.
Implement prior balance and new service line collections
To capture an estimated $14M in collectible self-pay balances, CHI St. Luke's expanded POS collections efforts to include patient prior balance accounts and outpatient lab collections across all patient access locations and facilities.
Overhaul business office processes
Using process mapping, staff interviews, and best practice research, CHI St. Luke's improved business office operations through altered workflows, increased front and back end coordination, and refined performance tracking metrics.
Leverage insights and data from technologies
Data and insights collected from multiple patient account systems and analytic technologies supported the improvement initiaves. Improved performance dashboards and productivity trackers were key to hard coding ongoing revenue performance improvements.
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