All case studies
Healthcare · Patient Access
Recovering $1.2M in Lost Billing Through Operating Discipline
Early Out and Patient Access teams were losing revenue every month to a problem that had never been quantified: agents who weren't working, staffing that didn't match volume, and no way to see either in real time.
Client: Healthcare Patient Access Provider · name withheld
$1.2M+
Additional annualized billing recovered
15% → <3%
Revenue gap reduction
$105K/mo
Average billing improvement
Situation
- Early Out departments were running at 51% combined inactive agent status — over half the team's paid time was unaccounted for.
- Patient Access was leaving an average of $106,375 a month on the table — a 15% revenue variance against target.
- No system existed to match labor to incoming volume, so overtime ran unchecked while productivity went untracked.
- Managers had no individual performance data, so coaching and accountability were effectively impossible.
Approach
- Installed daily and weekly operating reports broken out by individual and department, giving managers a real-time performance baseline for the first time.
- Right-sized Early Out headcount, reducing staff by 11 once activity data showed true capacity needs — targeting $425K in annualized savings.
- Added 16 agents to Patient Access specifically to close the absenteeism-driven staffing gap identified in the data — targeting $600K in annualized savings.
- Rolled out a scoring and ranking system tied directly to individual bonus structure, turning visibility into accountability.
Results
- Revenue gap cut from a 15% average shortfall to consistently below 3% — the average variance fell from $106,735 to $13,219 per month over the final five months.
- Monthly billing improved by an average of $104,992 across five consecutive months.
- Annualized revenue gap improved by $1,124,184.
- $1.2M+ in additional billing at annualized run rate.
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