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Case Study Outlines Sheer Vitality of a Predictive Dialer within the Contact Center Environment

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November 28, 2012

Case Study Outlines Sheer Vitality of a Predictive Dialer within the Contact Center Environment

By Jamie Epstein, TMCnet Web Editor

Convergent Revenue Cycle Management, Inc. (Convergent), a provider of patient access and revenue cycle management solutions to hospitals, recently debuted a new healthcare finance case study in conjunction with Wheaton Franciscan Healthcare, a Catholic, not-for-profit organization with over 100 locations in three states including Wisconsin, Iowa, and Illinois.

The findings highlight how Convergent began to leverage a predictive dialer and ultimately saw an array of benefits including raising the bar on the overall patient satisfaction and significantly reducing patient call wait times to a mere 30 seconds, 70 percent of the time. Additionally, through the strategic alliance formed between Wheaton and Convergent, patient payments increased and Wheaton’s self-pay collections rate nearly tripled.

The patient access provider wanted to link up with Wheaton in order to enable patients to access an outsourced self-pay collections feature through the CARE (Convergent Accounts Receivable Excellence) Reimbursement solution. And after teaming, Wheaton’s former patient call wait times which rose as high as 20 minutes with high abandonment rates, were cut down dramatically.

 “The quality of service that we receive and the compassion shown to our patients made Convergent a natural choice for our self-pay receivables,” said Michelle Jones, director of Patient Financial Services, in a statement.

The company’s call center that is enabling Wheaton to assist patients much more efficiently utilizes the robust predictive dialer that is being touted as not only boosting productivity but also reducing costs typically seen when conducting a large number of outbound calls to patients.

“Convergent understands that a steady cash flow is essential for any healthcare organization committed to serving patients in need,” added Derek Pickell, president of Convergent Revenue Cycle Management, Inc. “Our primary focus is to help our client partners improve their financial position from the very start of the relationship while strengthening relationships with patients and the community. We always strive to be a true partner and an extension of our client’s management staff.

He further commented, “We have invested literally millions of dollars in our state-of-the-art Patient Contact Centers to ensure our client partners are provided the highest level of financial and patient satisfaction performance possible in the industry today. In addition to the ability of our client partners to remotely listen to live calls in our Patient Contact Center, the recent implementation of our proprietary CEScore (Convergent Employee Scorecard) software enables management and our associates to monitor individual performance as compared to client key performance indicators in real time. We know if we can’t measure performance, we can’t expect to achieve industry leading performance across our business. CEScore is another example of the leading edge technology we now utilize to differentiate ourselves from our competition.”

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Edited by Amanda Ciccatelli

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