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SUCCESS STORIES

Ensure an exceptional patient experience.​

A modern revenue cycle is about more than numbers.​

We help providers deliver a seamless financial experience.​

From intake to payment, we hardwire patient experience best practices to simplify and enhance every interaction in a truly patient-centric journey.​

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Nurse and patient discuss treatment

CLIENT SNAPSHOT

Faith-based system improves patient experience with patient-centric collections.

Ensemble’s patient experience team collaborated with leaders across Bon Secours Mercy Health to design a patient-centric, pre-service collection program to help improve patient satisfaction before and after care delivery. We created and implemented a tailored program, closely monitoring patient satisfaction scores to prevent a negative impact to patient experience.

As a result, Bon Secours Mercy Health saw a 20% increase in pre-service collections and a consistent quarterly increase in patient satisfaction scores.
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CLIENT SNAPSHOT

Ensemble helps clients improve patient experience with a 27% reduction in wait times.

Through process redesign, EHR optimization and comprehensive training, we helped clients reduce patient registration wait times by 27%, bringing the average down to 5 minutes — well below the industry benchmark of 10 minutes. This significant improvement not only speeds up the registration process but also enhances overall patient satisfaction by making their interactions with healthcare providers more efficient and seamless.

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Mother and child check into an appointment with a friendly intake nurse.
A patient and her doctor review her records in the Epic MyChart app.

CLIENT SNAPSHOT

Adena Health + Ensemble modernize the patient experience.

With a vision to be their region’s most trusted partner in healthcare, Adena Health embarked on a mission to improve the patient journey and remove barriers to care by modernizing the scheduling and registration processes across their hospitals and clinics.

As their end-to-end revenue cycle management partner since 2018, Adena looked to Ensemble to help implement best practice scheduling and pre-registration processes, redesign walk-in registration processes and maximize Epic MyChart adoption across their entire patient community. As a result, outpatient registration wait times decreased by 80%, pre-service collections increased by 34% and patient satisfaction in outpatient facilities increased by more than 6%.
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CLIENT SNAPSHOT

Northeastern health system improves patient experience scores by 10%.​

Antiquated technology and a lack of streamlined processes made it challenging for a 3-hospital system 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.
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A patient and his doctor make heart hands together.
A patient fills out his medical history with the help of his doctor.

CLIENT SNAPSHOT

Ensemble’s patient experience program improves satisfaction scores for 20+ hospitals.


Ensemble partnered with a major health system and a single-hospital client to evaluate and enhance the patient financial experience. Prior to this partnership, patients faced inconsistent interactions across different registration areas, and hospital staff did not have adequate training or support to implement best-practice pre-service collection strategies.

After evaluating current processes, tools and training, Ensemble’s patient experience team created training materials and communication plans to help front-office staff implement uniform collection strategies focused on patients. This led to increases in the number of patients giving the highest survey scores on satisfaction surveys: a 0.8% increase for the major health system and a 4% increase for the single hospital.
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"Ensemble has several things that are rolling out right now to get that patient experience level higher."
Health System CFO
March 2025, KLAS Research Interview
"Handing over all our patients to an outsourcing group to communicate with and collect information or money from is a bit of a risk because we are not sure how the firm is going to handle it compared to how we would. Ensemble has just done an extraordinary job, so hats off to what they do and how they perform."
Health System CEO / President
May 2025, KLAS Research Interview
"The development of a managed care support operation within Ensemble over the last couple of years has been great for us too; the operation is not only for analytics but also for advice and help with contract negotiations and litigation issues against managed care payers and the like."
Health System CFO
March 2025, KLAS Research Interview
"I think that a well-performing revenue cycle can have a significant impact on the patient experience. It’s the first interaction that a patient or a family member may have in its introduction into the hospital. Once that interaction is complete from a provision of care perspective, you're one of the last people that our patients or families may have interaction within terms of questions on bill calls to customer service, so the functions that you provide are very, very important.”​
Health System CFO
Nicklaus Children’s Hospital​
"Ensemble Health Partners has a lot of technology beyond what we have, and they can layer that technology on top of our system to identify opportunities much sooner. The firm has made a lot of investments to improve the patient experience and our financial results, and they don't necessarily charge us.”
Health System CFO
April 2024, KLAS Research Interview
“Our partnership with Ensemble continues to serve us well by helping us to effectively manage a comprehensive range of processes ​ that help our health system collect payment for services while meeting patients’ needs.”
Stephen Forney, CFO
Covenant Health
“Our partnership with Ensemble will help us forge a healthier path forward...allowing us to focus on improving outcomes and reinvesting in patient care and the patient experience.”
Health System CEO
Southeastern Health System
CLIENT SNAPSHOT

Real-life impact: Making a difference for families at Nicklaus Children’s Hospital.

We’re on a mission to redefine the possible in healthcare — it guides every step we take. Hear how our revenue cycle efforts at Nicklaus Children’s Hospital made an impact on the Budnick family.​

Resources​

  • BLOG

How to Achieve Superior Customer Service Through Excellence in Registration

By focusing on specific key questions from patient satisfaction surveys, we can turn patient registration into a source of comfort and trust.
  • BLOG

Our Approach to Patient Experience

Effective revenue cycle management and effective patient conversations can enhance the patient experience rather than detracting from it.
  • VIDEO

Why Patient Experience Is Everything​

Hear from an experienced healthcare leader on why every interaction matters.​
  • BLOG

What Is Patient Experience + Why Is it Important to Healthcare Providers?

Physicians, medical staff and organizations are responsible for a positive patient experience. Learn about the benefits this can provide.