Convergent’s Patient Experience Philosophy is the cornerstone of our Self-Pay environment, offering patients flexible, customizable solutions, backed by a patient friendly approach.
Convergent’s Self-Pay program combines the latest predictive dialing technology and advanced healthcare scoring models with a team of self-pay collection experts to provide a cost-effective solution for managing self-pay receivables. By using Convergent, a healthcare provider can enhance communications with the patient, avoid costly collections referrals, and improve patient satisfaction. Convergent has demonstrated its ability to significantly accelerate cash flow while decreasing inbound phone calls to hospital staff.
Our Solutions
- Advanced Scoring & Presumptive Charity
- Custom Workflows & Scripting
- Custom, Full-Color FDCPA Compliant Notices
- Omni-Channel Solutions
- Digital Patient Experience – Self Service Portal
- Knowledge Transfer – Patient Reconditioning
Patient education, listening skills, payment solutions and question resolution make our program successful. We partner with our clients to understand all aspects of established credit and collection policies and provide additional suggestions throughout the program to maximize effectiveness.
Problem
Self-pay accounts typically represent between 5 – 15% of a hospital’s accounts receivable and are on the rise. Yet few hospitals have the scale and skills to manage self-pay accounts cost effectively, while providing high quality customer service demanded by today’s competitive healthcare marketplace.
Solution
Our dedicated teams, trained on your protocols, use advanced healthcare scoring models, IVR call routing and predictive dialing to maximize effectiveness and efficiency. Calls are recorded and monitored to ensure communications with patients meet the highest professional standards. To maximize recovery, we use bank loan programs and financial assistance. We also work to uncover insurance that was unknown at the time of placement.
Result
For ongoing programs, Convergent can double cash collections, achieving 30 – 40% liquidity for cash receipts and 35 – 55% liquidity for payments and adjustments. For clean-up programs, Convergent achieves 30% liquidity for cash receipts and another 40% for payments and adjustments. Specific results vary by population demographics.