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Hospitals
Case Study
A 400-Bed Hospital
The History: MiraMed began working with a 400-bed hospital in July of 2002. At the onset of this engagement, the client stressed the importance of patient relations and customer service. In fact, they felt they were not doing a good job at managing patient relations due to a lack of qualified staff. The trend in the hospital industry is typically to focus on insurance collections due to the high dollars and collectibility of such accounts. By placing their focus in this area, it was recognized that they were potentially loosing a great deal of money in patient collections. In addition to this, these accounts were typically turned over to collections prior to giving the patient the opportunity to resolve the account before such actions were taken. The customer service department was struggling with trying to manage day-to-day operations and address irate inbound patient phone calls.
The Solution: MiraMed met with the director of the business office at the hospital and proposed to manage his customer service department as it related to all patient accounts. Knowing that a great emphasis was placed on patient satisfaction, MiraMed worked diligently to hire the right profile of agents and also spent significant time learning overall patient follow up process.
The Benefit: To date, MiraMed has managed more than 120,000 patient accounts for this hospital with a value of more than $70 million. By working with MiraMed, the healthcare system has been able to collect on more than 25% of these accounts.
MiraMed’s relationship with the director of revenue cycle has truly evolved into a partnership. MiraMed is recognized by the client as a corporate partner at the Michigan Association of Hospital Professionals (MAHP) and frequently requested to assist with creative ways in which the relationship can be expanded. MiraMed currently manages all patient follow up for the hospital and emergency medical services.
