Patient collection strategies in an economic downturn: One community hospital's journey & tips for success

Thursday, August 27th, 2020 | 12:00 pm - 1:00 pm CT

How successful is your collections strategy? Do you lack visibility into what's working and what's not? Are you struggling to understand who will pay and where to focus your collections efforts?

In 2019, it was estimated that hospitals were losing about $7.5 billion in uncollected out-of-pocket medical expenses annually, and with the 2020 COVID-19 pandemic, this number is expected to rise. In addition, with the funding put toward COVID-19 research in 2021 and beyond, it's forecasted that both patients and employers will be asked to pay more for care, placing an even greater strain on the existing system. All this to say — collections play a vital role in your success and can make or break your hospital.

In this webinar, we'll explore how Sanford Health acted swiftly in the wake of the pandemic to successfully transition call center representatives remotely to continue their collections efforts. Hear how dialer technology, sophisticated segmentation and collections strategies allowed leadership to connect with patients in COVID-affected areas, assist with difficult calls in a remote environment and increase overall collections year-over-year by $800,000.

Participants will:

  • Hear how to successfully execute and manage a remote contact center workforce, driving increased receivables.
  • Learn how to leverage data sources to drive targeted collection efforts.
  • Understand how dialer technology innovation has reduced manual work in patient accounts.


Michael Beyer - Renee Kumon

Mike Beyer

Senior Director, Patient Accounts at Sanford Health

JC-Main-600x750 - Renee Kumon

Jason Considine

General Manager & SVP, Patient Access, Collections, & Engagement at Experian Health