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Texas Provider Group Outsources Full-Service Patient Collections Solution

patient collections solution
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Location: Dallas, TX
Industry: Surgical Support Services
Scope: Provides surgical support services to over 3000 surgeries per year.

Objectives

The ‘Texas Provider Group’ faced significant challenges in managing patient collections. They needed to issue statements for patients with outstanding balances post-insurance claims and lacked the electronic tools to streamline payments or establish payment plans. Additionally, they required a system to support inbound and outbound communications, ensuring patients could easily access information and resolve billing inquiries.

Solutions

Beyond Green Solutions provided a comprehensive, full-service patient collections solution tailored to the provider’s needs, integrating technology and empathetic communication.

Key Services Provided:

  • Patient Billing Office Services (Soft Collections)

    including sending detailed statements, processing payments efficiently, taking inbound calls, and making outbound calls.

  • Patient Collection Services (Bad Debt)

    including sending letters, making phone calls, emails, etc. to make patients aware of past due balances. Beyond Green Solutions also developed payment plans and facilitated account recovery.

  • Technology to support patient receivables

    including branded payment portal with ability to automate payment plans and receipts. Beyond Green Solutions also provided skip-tracing for return mail and phone numbers out of services, delivered detailed KPI reporting, including recovery rates, as well as multi-channel communications to connect with patients.

Benefits

  • Reduced communication and management of multiple vendors

    with technology and Services provided by one entity, eliminating the need for multiple vendors. Services include extracting data, KPI reports, PCI compliant payment processing portals, communication management systems & technology, and trained staff for inbound and outbound calls.

  • Enhanced patient confidence and satisfaction with branded communication

    including a payment portal, email, dedicated phone line, and staff training to answer patient questions on services, explanation of benefits, and more.

  • Cost-Effective Approach

    Offered affordable services with no upfront costs, aligning fees with recovered patient accounts. Boosted cash flow quickly, allowing the provider to reinvest in patient care.

  • Empathetic patient communications

    with staff trained to ask open-ended questions and listen, ask patient’s for their resolution thoughts, and negotiate with kindness, fostering patient trust and confidence.

Summary of Challenges Solved

  • Consolidated disparate vendor systems into one comprehensive solution.
  • Enhanced patient engagement with multi-channel communication options.
  • Streamlined manual processes, reducing reliance on mailed checks and outdated communication methods.
  • Increased recovery rates by addressing issues with returned mail and disconnected phone numbers.

Beyond Green Solutions transformed our patient collections process with a comprehensive, technology-driven solution that effectively engaged our patients and significantly improved our cash flow. By managing every aspect of our collections—from initial statements through to final account resolution—their team recovered thousands in past-due balances and streamlined the entire revenue cycle. The combination of skilled staff, branded communications, and a user-friendly payment portal not only helped us recover funds quickly but also boosted patient confidence in our services. We’ve saved invaluable time and resources, and with Beyond Green Solutions’ support, our cash flow saw almost immediate improvement, allowing us to focus more fully on patient care.

A Texas Surgical Center