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Experience
Client Stories
industry
Healthcare & Life Sciences

Hospital seeking to stabilize its revenue cycle operations

Context

After completing an Epic EMR conversion with limited hands-on training, hospital teams had an incomplete understanding of account flow within the new system. This led to broken workflows, inaccurate or incomplete reporting, and reduced transparency and accountability – driving increases in A/R and unbilled days and putting pressure on cash performance. Early operational challenges also slowed adoption and heightened the need for focused change management.​

Value Created

5.2-day reduction in A/R days​
with minimal write-off impact
4.5-day reduction in billing lag
3-day reduction in insurance A/R
aged 91+ days
0.5-day reduction in accounts failing
to meet Epic workqueue criteria

People

VALUE LEVERS

  1. Accountability and ownership improvement
  2. Capability building and education

HOW WE DID IT

  • Implemented recurring cross-functional billing, high-dollar, and underpayment meetings
  • Established Candidate for Bill thresholds and productivity tracking tools to drive performance accountability
  • Launched high-dollar review processes for at-risk accounts
  • Delivered education on metric management, root cause analysis, Epic functionality, and workflows
  • Developed training documentation and reporting guidance to sustain long-term metric management

Process

VALUE LEVERS

  1. A/R lifecycle optimization
  2. Workflow standardization and efficiency

HOW WE DID IT

  • Identified stagnant and misrouted A/R populations and addressed “black hole” accounts
  • Implemented monthly placement reconciliation and aligned underpayment logic with staff capacity
  • Created situation response guidelines and standardized Candidate for Bill thresholds
  • Leveraged automation to shift toward an exception-based workflow

Technology

VALUE LEVERS

  1. Data visibility and performance transparency
  2. Intelligent automation and prioritization

HOW WE DID IT

  • Built reports, dashboards, and 35 Watch List metrics to identify and trend high-risk accounts
  • Developed vendor inventory/aging metrics and functional productivity reporting within Epic
  • Designed workqueue and activity scoring to improve prioritization
  • Refined system actions, custom status codes, and automation logic to streamline account routing and flow