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Case Study - Transforming the patient access process to provide a more personalized experience
- 1. Transforming the patient access process to provide a more personalized experience CASE STUDY Case-1022
- 2. Mount Sinai in New York City is internationally acclaimed for excellence in research, patient care, and education. The Mount Sinai Health System encompasses seven member hospital campuses and the Icahn School of Medicine. ABOUT THE CLIENT Case-1022 © 2017, Sutherland Global, Inc. All rights reserved.
- 3. THE CLIENT CHALLENGE Mount Sinai’s Department of Surgery had three pain points: A lack of patient communication Incomplete pre- survey verification High claims denial rate Case-1022 © 2017, Sutherland Global, Inc. All rights reserved. These pain points were hurting their cash flow and Mount Sinai engaged with Sutherland to transform their revenue cycle processes.
- 4. Case-1022 © 2017, Sutherland Global, Inc. All rights reserved. The Sutherland Transformation Improved patient communication and education Implemented robust analytics and a performance management system Initiated tracking of key performance indicators Created a recovery team and strategy to optimize recovery from high dollar accounts
- 5. Case-1022 © 2017, Sutherland Global, Inc. All rights reserved. “The Sutherland team has a thorough understanding of our needs and they are always looking for ways to improve. Their ability to live up to our standards has created the results you see today.” David Kaplan, MPA, Vice Chairman, Administration and Finance for the Department of Surgery and Academic Instructor of Surgery at Icahn School of Medicine.
- 6. PARTNERSHIP RESULTS Case-1022 © 2017, Sutherland Global, Inc. All rights reserved. 27% decrease in A/R Days > 150 – from 18% to zero decrease in average A/R Days – from 86 100% 66% increase in Gross Cash Recovery (GCR) – from 52% to 65% Mount Sinai Ambulatory Surgery Center 12% decrease in A/R Days > 180 – from 6% to zero decrease in average A/R 100% 32% increase in GCR – from 26% to 29% Mount Sinai Department of Surgery+
Editor's Notes
- ABOUT THE CLIENT Mount Sinai in New York City is an internationally acclaimed for excellence in research, patient care, and education. The Mount Sinai Health System encompasses seven member hospital campuses and the Icahn School of Medicine.
- CLIENT CHALLENGE Mount Sinai’s Department of Surgery had three pain points: a lack of patient communication, incomplete pre-survey verification, and a high claims denial rate. These pain points were hurting their cash flow and Mount Sinai engaged with Sutherland to transform their revenue cycle processes.
- THE SUTHERLAND TRANSFORMATION Sutherland transformed the entire patient access process, shifting it to a consumer-centered experience. The focus was not only on generating revenue, but on increasing the number of human touch-points prior to surgery to create a more customized, personalized patient experience. Solution Highlights: • Improved patient communication and education • Implemented predictive analytics, decision-assist analytics, and a tangible performance management system • Initiated tracking of key performance indicators to ensure proactive management of A/R accounts and proper due diligence • Created a “ high dollar” team • Implemented a full-touch high dollar resolution strategy for self-pay cases
- CLIENT CHALLENGE Mount Sinai’s Department of Surgery had three pain points: a lack of patient communication, incomplete pre-survey verification, and a high claims denial rate. These pain points were hurting their cash flow and Mount Sinai engaged with Sutherland to transform their revenue cycle processes.
- “The Sutherland team has a thorough understanding of our needs and they are always looking for ways to improve. Their ability to live up to our standards has created the results you see today,” says David Kaplan, MPA, Vice Chairman, Administration and Finance for the Department of Surgery and Academic Instructor of Surgery at Icahn School of Medicine.