R1 RCM End-to-End Revenue Cycle Outsourcing Commentary
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Subject Expert
Mollie Hunt
Research Director
Commentary Summary
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User Commentary
Operations
The offshore employees of R1 RCM are of poor quality. The onshore employees are better. The team...
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Relationship, Services
I have not seen R1 RCM's strategic ability yet. R1 RCM needs better monitoring of their own activity...
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Services
We have had our ups and downs with R1 RCM when it comes to the registration process, which is most...
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Value
R1 RCM is not good at driving tangible outcomes. There is one part of the business that does a good...
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Relationship
The level of executive involvement and empowerment is pretty high. Whether they can fix things...
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Relationship, Operations
R1 RCM has a pretty siloed structure in general. They have an operations team that does the...
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Loyalty, Relationship, Services
We continue to have struggles with R1 RCM. They don't have the expertise for my type of...
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Value
Our initial denial rates with R1 were outrageous. I was staggered by them. My score for R1 in that...
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Services, Value
Cash is the lifeblood of any organization, and it is our number-one objective in using R1. There are...
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Relationship, Operations
I have been disappointed with R1 because when we sign up with big-box RCM vendors, I would think...
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Services, Value
R1 gets much better results and performance improvements from not-for-profit collections. For-profit...
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Operations, Value
I'm going to give R1 a better score on how well they execute because they did a really good job of...
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Services
R1 does a really good job on patient experience with the exception of the scheduling areas. But...
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Relationship, Operations
R1 has a new CEO, and I have a lot of respect for this individual and think they will make needed...
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Relationship, Value
In my career, I have had to decide between building, buying, or using a hybrid of the two, so I have...
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Services
Most people want to bring the front end more into the hospital base because it is local. Before R1,...
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Relationship, Services
R1 is deploying some specific denial strategies and tactics. It is too early to see whether those...
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Relationship, Services
There are aspects that R1 does a good job on, like technology. But generally speaking, they always...
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Value
R1 looks for opportunities to sell us new things, and they charge us for things that they maybe...
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Relationship
In our experience with R1, it is hard to get someone with substantive knowledge who can actually...
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Value
R1’s bias is probably to charge for things, but we have forced them to not charge us for certain things....
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Relationship, Services
R1 has people who are empowered, but that doesn't always translate to changes.
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Services
The cash flow has been more inconsistent, meaning we have bad months and then a really great month....
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Value
My superiors are somewhat disappointed. We are hitting the cash target on a monthly basis, but the...
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Services
If someone were planning to outsource their revenue cycle, my likelihood to recommend R1 would be...
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Services, Value
With R1, our A/R days are higher than the industry benchmark. We have seen some incremental...
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Relationship, Services
We have had some gaps regarding R1’s impact on the patient experience on the really high-touch...
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Relationship
We have regular check-ins with R1, and they are very accessible. The senior leadership is engaged. I...
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Loyalty
I was very involved in the decision to ultimately go with R1 because they were the best solution for...
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Loyalty
R1 needs to continue to make operational improvements. They continue to learn a lot about their...
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Loyalty, Services
In R1's business, it is hard to ever consistently exceed expectations. For me, the work is about the...
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Relationship
My interface with R1’s regional leaders is good. R1 is great at relationships; they know how to make...
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Loyalty, Relationship
Everybody hates their firm at some point when things go bad, but R1 seems able to sell their...
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Relationship, Value
When we had to get good faith estimates, R1 led the charge in terms of understanding those, and...
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Relationship
When working with R1, clients should get to know the people assigned to their account. There might...
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Operations
I wasn't involved in the decision or the signing of the contract of R1, but I definitely felt the...
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Relationship
At first, I didn't feel like we had a partnership with R1, but maybe that is just because we went...
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Relationship
We have regular meetings with R1, and there are times when we talk about how the aging is or ask...
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Relationship
From the R1 perspective, the team tries very hard, and our representative is very good, but they are...
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Relationship
Things weren't going extremely well with R1's service, and we were hopeful that the firm would take...
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Relationship, Value
We don't get charged for every little thing. R1 is fair in that. However, the majority of my time is...
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Relationship
The offshore service is ineffective, but that is how R1 modeled the project. We have given R1 the...
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Loyalty, Relationship
For what we signed up for, we are absolutely not pleased with where we are today with R1. We sign up...
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Relationship, Value
R1’s impact on A/R days is bad. They are not working aged A/R, so the older stuff just hangs out,...
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Relationship, Services
When R1 wasn’t hitting targets, they tried to skew our collections by changing the way we do our...
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Relationship, Services
I get daily complaints from patients about R1, and our relationship does not feel like a...
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Operations
Everything at R1 is siloed. The person that I work with on a day-to-day basis has to go to different...
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Relationship, Services
I am not sure we would buy from R1 again. There have been a lot of performance issues with R1's...
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Loyalty, Services
With R1, we have some of the digital tools live, but a lot of the tools are not live. The process...
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Services
One of our challenges is just that we have multiple EMRs. People like to come in and tell me how...
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Relationship, Operations
Patients have historically been contacted by local resources onshore, but we transitioned the...
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Relationship
The transition has been challenging. My experience with R1 so far is that they aren't very...
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Services
With this engagement with R1, the success predominantly resides where we are able to implement some...
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Relationship, Services
I interact with R1 often for various things. We have a lot of technology that is still being...
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Relationship, Services
R1 does a good job around revenue capture. They do revenue integrity for us. It is in scope, so the...
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Relationship, Services
There are a few areas for improvement, but the largest opportunity for improvement is A/R...
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Services
One of the bigger disappointments with R1 was that they came a few years ago touting themselves as...
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Relationship
R1 is certainly attentive and will address any items that we bring forward. Sometimes they put...
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Relationship
There is certainly a good cadence of touchpoints, and we can express our concerns and provide...
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Relationship, Services
R1 does well with some of their revenue integrity and analytics focus.
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Relationship, Services, Value
R1's business model is that they try to squeeze all of the expenses out of organizations that they...
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Relationship
R1 has good individuals, and I like the R1 folks who are on-site at our organization. They...
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Loyalty, Relationship, Value
We struggle to get outcomes from R1's services. The firm's individuals who manage operations want to...
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Relationship
A lot of the way an organization engages with R1 depends on the organization and what they are...
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Services
Our accounts with R1 aren't being worked in as timely of a manner as they should be. That delays...
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Services
R1 has a lot of technology that they try to use well, and that technology is functional. The firm...
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Services
We hired R1 for end-to-end revenue cycle services. They do preservice and post-service work and...
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Services, Value
We have talked to other vendors and have done benchmarking, and R1 is average for end-to-end...
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Loyalty, Services
Years ago, we were not collaborating with R1 on denials, and we were not on a very good trajectory....
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Relationship
R1’s inability to actually resolve problems through customer service and quickly find the root cause...
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Relationship
R1 is not meeting our expectations in terms of relationship management and execution. The drive to...
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Value
If I were to buy R1 again, I would change some things about the arrangement of certain pieces. But...
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Relationship
R1’s executive involvement varies pretty widely. The folks that I interact with are empowered to...
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Relationship, Services
Our strength of partnership with R1 has decreased due to performance and the macroeconomic pressure...
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Value
We do receive our money's worth with R1 because the cost is lower, and there is a give and take in...
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Loyalty, Services
To help our satisfaction with R1 increase, they need to improve their driving performance, be...
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Relationship, Operations
R1 was hired to help with our company’s revenue cycle operations, and they pretty much came in and...
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Relationship
I think that a customer's experience depends on who they work with at R1. I work with the R1 team...
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Services
Being part of a bigger health system complicates the job. Revenue cycle work is a hard job. We have...
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Relationship
We are a large company, and R1 is a large company as well, as they work throughout the country....
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Loyalty, Relationship
R1 has some very good people on their team, and if there is something wrong, we text or call each...
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Relationship, Value
I appreciate that R1 wants to collect as much A/R as possible and handle the cash, but after a...
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Operations, Services
We recently had a system upgrade. In other patient accounting upgrades, there were always a lot of...
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Relationship
A lot of times, the success of a firm depends on the amount of effort we are willing to put in to...
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Relationship
I am happy with R1 in general and all my contacts at the firm. We have what feels like a good...
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Relationship
My contacts at R1 are empowered to solve my problems. Depending on the depth of the problem, when I...
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Relationship, Services, Value
I am very satisfied with R1’s impact on cash collections, A/R days, and denials. R1 does very well....
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Relationship, Services
I find R1 flexible and willing to do what we would like to see done. If a standalone hospital or a...
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Services, Value
R1 has deteriorated a lot. Our A/R days have gotten worse, and our denials have increased. All the...
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Relationship, Services
R1’s middle management team seems to struggle with embracing different methodologies. However, their...
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Relationship
We meet regularly with R1’s senior team and discuss the status of A/R, denials, and such. The firm...
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Loyalty, Relationship, Operations
It is still too early for us to say that R1 is incompetent and that things won't get better, but we...
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Services
We would like to take back the front end from R1 because they are not doing a very good job. We want...
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Relationship
R1 has some challenges with their workflows and resources and the amount of labor they have going...
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Services
R1 outsources a lot of functions offshore, such as scheduling, patient registration, and insurance...
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Value
R1’s pricing is out of the market from what I'm used to. I also feel like R1 struggles if their...
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Relationship
I have had better experiences and results from other firms in terms of customer communications...
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Services, Value
R1 does well with coding and clinical documentation and with the middle revenue cycle. We have seen...
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Relationship
Our partnership with R1 isn't on great terms. Our hospital leadership does not have confidence or...
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Services
R1 itemizes functionality, and we want to do billing and cash post all the different functions. R1...
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Relationship, Services
We would have expected to see some deterioration in the performance metrics just because of all the...
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Relationship, Services
I am disappointed that R1 isn't more structured with our performance improvement. We had a very...
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Relationship
R1 has lots of project management and structure around the transition activities, but they don't...
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Relationship
I have regular conversations with some of R1’s people, and they are generally pretty responsive. We...
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Loyalty, Relationship
We have been holding onto our people and waiting for R1 to get their technology up and going so that...
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Operations, Services
R1 is performing reasonably well according to their contract. However, their actual deliverables in...
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Operations, Services
R1 has stated that they go after buffalos and not squirrels in terms of collections, meaning they...
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Relationship, Value
We have expanded the services with R1 primarily because of their Cloudmed acquisition. There are...
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Relationship, Operations, Value
R1’s customer operations need to be overhauled, especially in terms of the firm's approach to who...
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Relationship
So far, the experience with R1 has been good. The firm has put forth the effort in building...
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Relationship, Services
R1 has done a good job of establishing metrics to monitor their performance. The firm always hits...
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Relationship, Operations
We had a big transition with R1, and there were some bumps. If some things, like how they handled...
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Loyalty, Value
All of the service lines that R1 is over have actually deteriorated and have cost us a considerable...
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Value
R1 will actually push the envelope or charge for additional services when it is favorable for them,...
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Relationship
The executive involvement at R1 is pretty broad, and we don’t get to the executive level. We have a...
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Relationship, Operations
There has been a failure to follow through on R1's initial claims for what they could do. They...
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Services
A positive thing with the firm is that I can get ahold of somebody when I want to. I may not always...
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Relationship, Services
With the performance reviews, R1 needs to have people who are operators who understand and know the...
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Relationship
I don’t know the backgrounds of R1's people who sit on the reviews and are our main contacts, but...
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Relationship, Operations
The firm needs better oversight and accountability around their collections teams, especially the...
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Value
R1 has a notion of prioritization, and we always have that in the revenue cycle. If we have a choice...
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Relationship, Operations, Value
In our relationship with R1, the incentive isn't there for them to add resources or bring in...
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Relationship
We are struggling with a few things with R1. The firm presented themselves to our senior leadership...
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Relationship, Services
R1 is very driven by KPIs and contractual outcomes. As a public company, they are very focused on...
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Relationship, Operations
My negative sentiments have developed over the last several months. I'm not afraid of issues or...
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Relationship
We have had some significant issues where R1 has fallen flat. Our executive leadership has had to...
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Relationship
Depending on who we talk to, there is a fair level of frustration with R1, and it varies based on...
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Loyalty
The arrangement we have with R1 has many more nuances to it than just a typical revenue cycle...
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Services
R1 doesn't have expertise in appeals and denials. They have some, but most of their teams deal with...
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Relationship, Services
R1 has incredibly smart people and good tools. They are just too focused on outcomes as opposed to...
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Relationship, Services
We have had a lot of challenges with the performance of R1. There have been some disconnects between...
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Value
We have lost a lot of revenue as a result of some of the inefficient processes and focuses that R1...
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Services
The firm's technology is a big piece end to end. There are different sections or components within...
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Relationship, Operations, Services
Some things that need improvement are staffing, hiring, and training as well as the quality of work...
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Relationship
R1 is not proactive at all. If there's new regulations, we're the ones that tell them. Then, they go...
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Relationship
The executives that I work with are very nice people, and they're very attentive. The problem they...
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Operations, Services
R1 has improved on the metrics that I am directly responsible for, but it's been a very long road....
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Relationship, Operations, Value
R1 has a lot of gaps in the revenue cycle, and they are unable to close the gap. I hear a lot of...
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Relationship, Operations
The challenges have been with staffing and processes. The problem on the front end is definitely due...
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Relationship, Operations, Services
R1 is very technical-driven versus people-driven. If something doesn't work in their technology,...
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Relationship, Operations
While the vendor’s technology is a bright spot, the implementations of those technologies have not...
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Loyalty, Services
We are in a pretty tough spot with R1 as things relate to cash and A/R performance. The main issue...
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Services, Value
Our A/R has increased significantly at some of our facilities. It is bad. The deterioration has...
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Relationship
The R1 model is that we don't go directly to operations to address issues or go over performance....
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Loyalty, Services
There have been challenges with R1. There have been some growing pains, which are to be expected in...
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Services
There are some bright spots with R1, such as the state-of-the-art technology that they bring to the...
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Operations, Services
We have a few different EMRs, so when we pull data or implement any integration or technology, there...
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Services
R1’s reporting system is pretty slick. I really like it. It is not the most user-friendly system,...
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Value
When we contracted with R1 and did the transition, the expectation was that no process would be...
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Relationship, Operations
R1 is inconsistent in their approach to client relationships. I think the client-facing individuals...
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Value
If I were to go with R1 again, there are things that I would do, but I probably wouldn't do...
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Relationship
We have a great client executive from R1. They work really hard for us, but I don't know how...
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Loyalty, Services
R1 has great technology. We are excited to get the patient experience and the front office technologies....
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Relationship
R1 is a good partner. They are committed to making things work. I can tell the folks I interact with...
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Relationship, Operations, Services
R1 lacks deeper revenue cycle experience. If the technology isn't working well or doesn't fit their...
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Relationship, Operations, Services
R1 has grown too fast. They are a technology company. They are lacking in terms of the fundamental...
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