Dartmouth-Hitchcock Health (D-HH) is a nonprofit academic health system serving communities in New England. D-HH provides access to more than 1,000 primary care doctors and specialists in almost every area of medicine at Dartmouth-Hitchcock Medical Center; the Norris Cotton Cancer Center, one of only 45 Comprehensive Cancer Centers in the nation; the Children’s Hospital at Dartmouth-Hitchcock; four affiliate hospitals; 24 ambulatory clinics across New Hampshire and Vermont; and through the Visiting Nurse and Hospice for Vermont and New Hampshire.
D-HH had two primary areas of focus to drive business outcomes for their health system. First, they wanted to maintain and enhance their day-to-day revenue cycle performance. This meant better managing the Single Business Office (SBO), improving cash collections and successfully securing funding for uninsured patients, as well as improving patient satisfaction. Additionally, D-HH had several high-priority strategic initiatives that required strong integration expertise and significant Epic knowledge and experience.
D-HH partnered with Conifer Health Solutions to assume operational management of the revenue cycle for the entire health system, including physicians, outpatient surgery centers and imaging centers. As D-HH’s service provider, we supported key strategic initiatives including a “OneTouch” Customer Service approach, Epic ADT Implementation, as well as ICD-10 conversion support.
Conifer Health’s revenue cycle operational approach and flexible ‘one-touch’ customer service methodology helped D-HH improve financial outcomes and improve satisfaction with patients in the tight-knit community.
Chief Financial Officer Dan Jantzen says “Conifer Health has helped D-HH achieve significant improvement in patient satisfaction with billing-related issues and key revenue cycle financial metrics.” Some of these improvements include:
- Reduced inbound customer service calls by 13.7%
- Reduced abandonment rate by 50%
- Decreased the number of executive/administrative escalations
- Improved every customer service survey response category
- Almost doubled the amount of cash collected through financial assistance and eligibility counseling
- Improved Point-Of-Service (POS) collections by 40%
- Reduced Initial Denial Rates by 23%
- Decreased ‘Aged A/R > 90 days’ by 20%
Now, the SBO Net Days in A/R are at a historic low for the system and D-HH has exceeded their cash collection goal by 101%* in 2017. In addition, D-HH was recognized as an Epic Top Performer – Ranking in the Top Quartile in DNFB, Candidate for Bill (CFB), Coding Days, and Billed Lag Days.