New Case Study Explores How Wheaton Franciscan Healthcare Increased Patient Satisfaction and Tripled Collection Rates

Convergent publishes new healthcare case study with Wheaton Franciscan Healthcare

New Case Study Explores How Wheaton Franciscan Healthcare Increased Patient Satisfaction and Tripled Collection Rates

<0> Convergent Revenue Cycle Management, Inc.Matthew Swain, 540-336-3981 </0>

Convergent Revenue Cycle Management, Inc. (Convergent), a leading provider of patient access and revenue cycle management solutions to hospitals, announces today the availability of a new healthcare finance case study with Wheaton Franciscan Healthcare, a Catholic, not-for-profit organization with more than 100 sites in Wisconsin, Iowa, and Illinois. The study outlines how Wheaton’s partnership with Convergent contributed to an increase in patient payments and more than tripled Wheaton’s historical self-pay collections rate. In this case study, Convergent partners with Wheaton to provide outsourced self-pay collections through their CARE (Convergent Accounts Receivable Excellence) Reimbursement solution. Additionally, the study reveals that Wheaton previously had average patient call wait times as high as 20 minutes with high abandonment rates and low patient satisfaction. Using its state-of-the art Patient Contact Center, Convergent was able to dramatically enhance the patient experience and reduce patient call wait times to just 30 seconds, 70 percent of the time.

“The quality of service that we receive and the compassion shown to our patients made Convergent a natural choice for our self-pay receivables,” said Michelle Jones, Director of Patient Financial Services.

Convergent operates as a true call center for Wheaton, helping patients resolve their issues. Its robust off-site customer service department includes a predictive dialer for more productive and cost-effective outbound calling to patients. The national firm also handles in-bound calls from patients, giving Wheaton the ability to listen in on live calls. “We listen to calls every two weeks, which helps us work together to continually improve the quality of calls. It also confirms that Convergent treats our patients with the same level of compassion that we do as a Catholic organization,” said Jones.

“Convergent understands that a steady cash flow is essential for any healthcare organization committed to serving patients in need,” said Derek Pickell, President of Convergent Revenue Cycle Management, Inc. “Our primary focus is to help our client partners improve their financial position from the very start of the relationship while strengthening relationships with patients and the community. We always strive to be a true partner and an extension of our client’s management staff. We have invested literally millions of dollars in our state of the art Patient Contact Centers to ensure our client partners are provided the highest level of financial and patient satisfaction performance possible in the industry today. In addition to the ability of our client partners to remotely listen to live calls in our Patient Contact Center, the recent implementation of our proprietary CEScore (Convergent Employee Scorecard) software enables management and our associates to monitor individual performance as compared to client key performance indicators in real time. We know if we can’t measure performance, we can’t expect to achieve industry leading performance across our business. CEScore is another example of the leading edge technology we now utilize to differentiate ourselves from our competition.”

Providers and industry media may access the entire case study by contacting Convergent’s media relations department at 540-336-3981 or .

For more information on Convergent, visit . For more information on Wheaton, visit .

Wheaton Franciscan Healthcare is a Catholic, not-for-profit organization with more than 100 sites in Wisconsin, Iowa, and Illinois including 15 hospital campuses, three transitional and extended care facilities, two home health agencies, more than 3,500 physicians, 70 clinic sites with approximately 600 employed physicians, and approximately 17,000 associates.

With nearly 700 employees, including more than 60 healthcare attorneys, Convergent’s healthcare division has a 20-year history of innovation in the healthcare financial management industry.

Convergent combines adaptable workflows, patient-focused call center technology operations, a unique attorney-driven approach and next-generation analytics to deliver superior financial performance and high patient satisfaction for more than 630 hospital clients. Through its Convergent Accounts Receivable Excellence (CARE) service lines, Convergent helps hospitals maximize reimbursement from patient care through non-governmental insurance, self-pay collections, Workers' Compensation, motor vehicle accident, problem claims, and patient access solutions, along with bad debt recovery through their affiliate company Convergent Healthcare Recoveries, Inc.

In addition to helping our clients resolve their most complex reimbursement issues, Convergent’s legal educational workshops, training and real-time interactive reporting enhance all aspects of the revenue cycle. The healthcare division has operation centers in Virginia, Texas, New York, Florida, Illinois and California.

Headquartered in Atlanta, CRI is one of America’s largest revenue cycle, receivables and customer care management companies with thirteen operating centers across four time zones. The company provides healthcare revenue cycle management, consumer contact outsourcing services and commercial receivables management to a variety of healthcare providers, utilities, financial institutions and others. Convergent empowers its clients with an innovative combination of an adaptable workflow engine, technology-enabled operations, next-generation analytics and professional services to deliver superior financial performance and high levels of client and consumer satisfaction.