Dartmouth-Hitchcock Health achieves 101.9% of cash collection goal over 5-year partnership

“Conifer Health has helped Dartmouth-Hitchcock Health achieve significant improvement in patient satisfaction with billing-related issues and key revenue cycle financial metrics.”

Dan Jantzen, CFO
Dartmouth-Hitchcock Health

Challenge

Dartmouth-Hitchcock Health (D-HH) business goals were to enhance revenue cycle operational performance without disrupting high-priority strategic initiatives like adding new provider affiliates to the D-HH system. Specifically, D-HH desired improvements to cash collections, patient satisfaction, and funding for uninsured patients. Additionally, D-HH sought Epic knowledge and integration expertise.

Solution

D-HH chose Conifer Health Solutions to assume operational management of the revenue cycle and the Single Business Office (SBO) for the entire health system, including physicians, outpatient surgery centers and imaging centers. Conifer Health supported key strategic initiatives including a localized ‘One Call’ customer service model, Epic ADT Implementation and ICD-10 conversion.

Results

40%

INCREASE IN POS COLLECTIONS

23%

reduction in initial denial rates

20%

DECREASE IN AGED A/R > 90 DAYS

~2X

the cash collected through financial counseling

14%

reduction in inbound customer service calls

50%

reduction in patient call abandonment rate

Cash Collections as Percent of Net Patient Service Revenue

DHH chart that shows Conifer Health achieved 101.9% of cumulative goal from FY16-21

Dartmouth-Hitchcock Health’s sustainable financial performance

Chief Financial Officer Dan Jantzen says “Conifer Health outperformed in FY2017, reducing A/R days from 60 to 47 days and achieving 104% of the cash collections goal. Thanks for your responsiveness and thanks for producing these results. It is greatly appreciated!” With Conifer Health’s partnership, D-HH improved every customer service survey response category and decreased the number of executive/administrative escalations.

Today, D-HH generates nearly $2 billion in revenues and is both the largest provider of healthcare and the largest private employer in the state of New Hampshire. SBO Net Days in A/R are at a historic low and D-HH was recognized as an Epic Top Performer—Ranking in the Top Quartile in Discharged Not Final Billed (DNFB), Candidate for Bill (CFB), Coding Days, and Billed Lag Days.

IMPLEMENTED ‘ONE CALL’ CUSTOMER SERVICE MODEL

Resolved patient billing issues during the initial call, improving overall patient satisfaction with the billing process.

IMPROVED SINGLE BUSINESS OFFICE PERFORMANCE

Implemented automation and workflow, and introduced subject matter experts, solving challenges from a previous vendor.

COMPLETED HIGH-PRIORITY STRATEGIC INITIATIVES

Focused on revenue capture opportunities and data transparency for the Epic ADT implementation. Utilized crosswalk approach for issue resolution during ICD-10 conversion.

About

Dartmouth-Hitchcock Health is a nonprofit academic health system serving communities in New England. D-HH provides access to more than 2,000 providers, in almost every area of medicine, to deliver care at Dartmouth-Hitchcock Medical Center. D-HH includes the Norris Cotton Cancer Center, one of only 51 Comprehensive Cancer Centers in the nation; Children’s Hospital at Dartmouth-Hitchcock; four affiliate hospitals; the Visiting Nurse and Hospice for Vermont and New Hampshire; and, 24 ambulatory clinics across New Hampshire and Vermont.

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