Hamilton Health Care System is a not-for-profit, fully united system of care serving the northwest Georgia region. The Dalton-based flagship of the system, Hamilton Medical Center, is a 282-bed regional acute-care hospital which offers major medical, surgical and diagnostic services, including award-winning, accredited stroke and chest pain centers.
In 2014, Hamilton Health Care decided to outsource its customer service and cash collection efforts due to departmental changes and staff reassignments. Specific challenges included:
HSI Financial Services, LLC (HSI) was hired to assist Hamilton with their transition to the new billing system, help shorten the length of open accounts and collect money faster from clients by serving as the hospital’s Virtual Business Office (VBO). Because HSI provided a more technologically-savvy solution, they were able to handle a higher volume of calls, focus on collections and move accounts faster through the system. Hamilton also hired a trainer to work closely with HSI staff to better understand the process, as well as pertinent policies and procedures.
In the fourth quarter of 2016, the hospital established collection goals and started tracking the results noted below: