Acclara Integration Helps Providers Give Patients the Compassionate Billing Experience They Deserve
With patients directly responsible for more and more of their medical costs, R1 is thrilled to introduce R1 Early Out to help healthcare providers reshape and improve patient financial engagement. This offering combines R1’s existing technology and call center capabilities with Acclara’s long-standing Patient Services solution to create an early out powerhouse. With R1 Early Out, healthcare providers get the financial compensation they want without sacrificing patient satisfaction.
R1 Early Out includes a comprehensive range of services and tools, including:
- Inbound customer service center
- Outbound outreach and dialers
- Integrated task automation to streamline processes
- Optional add-ons for bad debt and statements
Our patient-first ethos
With R1 Early Out, every patient receives the compassionate post-care service they deserve, every time. R1’s patient-first ethos and commitment to service is at the core of the company’s patient resolution solutions. R1 makes ongoing technology investments in propensity-to-pay analytics and artificial intelligence that empower agents to tailor every conversation and payment option for each individual patient. For times when patients prefer self-service options, our intuitive digital experiences drive higher payment volumes and satisfaction scores. Answering patient calls in less than a minute (52 seconds to be exact) and keeping escalation rates as low as 0.6% are big reasons we achieve average satisfaction rates above 92%.
The importance of human interaction in resolving complex financial issues can’t be overstated. A recent survey reinforces this, showing that 55% of patients prefer to talk to someone over the phone when they have questions, even if they favor digital channels for other interactions. R1 Early Out raises the bar on patient account resolution, standing out from the crowd with a patient-first ethos and flexible partnership options – all backed by years of early out expertise, leading-edge technology and proven R1 scalability.
An established early out leader
As a leader in early out services, R1 has reliable, experienced teams to help providers overcome staffing challenges and scale patient account management as needed. Every provider client has call center agents with an average tenure of more than three years dedicated to their patients, each with proven outreach strategies to ensure a positive experience. Our leadership position helps drive long-term client and employee relationships. R1 has an average client tenure of ten years with top-tier providers, from academic medical centers to community hospitals, and more than 20 years of combined experience in early out and revenue cycle management.
A flexible partnership approach
R1 Early Out is set to transform the way patients and healthcare providers navigate the financial aspects of care. It marks a significant step toward excellence by ensuring that the financial journey is as smooth and supportive as the medical care patients receive. Our blended operating models with domestic and global engagement options allow us to meet providers where they are with the scale to manage more than 10.5 million inbound and outbound calls per year.
Our best practices playbook allows providers to build the ultimate patient account resolution program for their organization. With extensive experience scaling operations, integrating with disparate systems and flexible partnership models, R1 can deliver a seamless implementation, whether using our state-of-the-art technology or a provider’s legacy systems.
Navigating change is essential
As healthcare providers navigate changing revenue mixes, focusing on compassionate patient account management can not only drive more revenue faster, but also increase patient satisfaction by improving the patient experience. This becomes a major issue when 56% of patients said they were likely to see a new healthcare provider if they have poor billing experiences, even as 63% of healthcare leaders report significant challenges from inconsistent patient experiences.
Ron Kwak, senior vice president of Patient Experience at R1, emphasizes the importance of the patient-first approach: “R1 is driving better outcomes for clients and their patients through our commitment to compassionate early out services. Our agents make it their business to help patients navigate the payment process – from pre-visit all the way through final payment. R1’s combination of outstanding call center services and innovative technology is highly effective.”
R1 Early Out is a flexible, data-driven solution to enhance the patient financial experience. It improves patient interactions and satisfaction through intelligent, holistic analytics and performance management. With R1, providers gain a steadfast partner equally committed to making patients the north star of exceptional care delivery.
