CASE STUDY

Northeastern health system improves patient experience scores by 10%.

Ensemble partnership enhances pre-access processes and patient interactions.

SNAPSHOT

Antiquated technology and a lack of streamlined processes made it challenging for this health system’s community hospital to get patients scheduled in a timely fashion or to complete any pre-registration. Patients were frustrated with inconvenient communications and long wait times.

After taking over revenue cycle operations, Ensemble updated patient communication processes and technology to increase pre-registration, decrease wait times and reduce appointment no-shows.

PROFILE

• Nonprofit, integrated medical services provider
• < $250M NPR
• Northeast
• End-to-end RCM partner since Mar. 2022

Challenges

The provider encountered challenges with patient scheduling due to an outdated telephone system and fragmented authorization processes, largely handled by clinical staff. Inconsistent pre-registration resulted in prolonged wait times and missed opportunities for financial counseling.

Consequently, patients were at risk of canceling appointments, clinical staff allocated less time to patient care and there was a lack of uniform and efficient pre-registration processes for all patients.

Solutions

Through its strategic partnership with Ensemble, the provider successfully utilized Ensemble’s expertise and best practices, resulting in significant improvements in pre-access operations and enhancing the overall patient experience.

• Streamlining call flows and upgrading patient communication processes and technology, including the telephone system
• Optimizing existing patient engagement technology to track no-shows and improve appointment recovery
• Re-focusing clinicians on patient care and aligning authorization processes with pre-access team, utilizing a payer matrix to schedule authorizations
• Implementing a denial prevention policy to notify physicians and patients if authorization isn’t received a day prior to a clinical appointment

Results

Since our partnership began,
pre-access results include:
reduction of incoming
call abandonment rates
0
x
improvement in average
call answering time
0
x
improvement in MoM patient experience survey scores
0
%