R1 RCM End-to-End Revenue Cycle Outsourcing Commentary
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Subject Expert
Brittani Oliver
Engagement Partner
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User Commentary
Operations
R1 RCM’s impact on our denials rate is improving, but it isn't great.
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Relationship, Operations
The revenue cycle manager from R1 RCM is in charge of some of our processes, including things like...
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Relationship, Services
R1 RCM is showing great improvement for me personally. I hope other people working with them feel...
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Relationship, Services
Patient experience issues, such as billing complaints, patients who can’t reach someone, or...
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Operations, Services
The firm deployed a new system with iPads for registration, and I was told it was going live soon....
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Relationship, Operations, Services
R1 RCM executes certain initiatives well, but their communication with clients is not always optimal....
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Relationship, Services
R1 RCM needs some customer service training. I hear a lot of people saying that their boss told them...
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Relationship, Operations, Services
With R1 RCM, we recently got a person who is my go-to with revenue cycle work, and that has been...
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Loyalty
I honestly believe that at some point in time, I'm just going to retire and find a different form of...
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Value
We pay R1 RCM peanuts. I beg them to charge me more. Whenever I say I need more work or different...
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Services, Value
R1 RCM is helping us get better metrics. They are just not consistent. My A/R days and aged A/R are...
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Relationship, Services
I'm having an issue with authorizations. I don't see how no one at R1 RCM knew that the notice of...
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Loyalty, Relationship, Value
The more we find that R1 RCM is not able to get to certain things, like low-dollar stuff, the more...
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Relationship
Where I'm pessimistic with R1 RCM right now is that I need Joe Flanagan to pick up the phone once in...
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Loyalty, Services, Value
I wouldn't contract with anybody again. I would keep the work in-house. I wouldn't recommend any...
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Services
Our denials rate went down, and part of that was due to R1 RCM. The other part was due to our...
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Relationship
When we get patient calls to our customer service center, it triggers a work queue for R1 RCM. Our...
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Relationship, Operations
R1 RCM doesn't have enough experts. They hire customer service people. They need to do what another...
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Value
R1 RCM is consistently exceeding the original expectations of the purpose of the agreement between...
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Services, Value
In terms of performance indicators, everything is moving in the right direction but only because I'm...
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Relationship
With R1 RCM’s subject matter experts, I have good people. They are frustrated because they have...
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Relationship, Services
R1 RCM is not innovative. I know the things that I have done with R1 RCM have benefited all the R1...
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Loyalty
We have agreed to some SLAs and KPIs with R1 RCM, and we are trying to put teeth into the...
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Relationship, Value
In terms of the strength of the partnership, R1 RCM has added so many more people. When I call and...
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Relationship, Services
R1 RCM keeps talking about technology, but the technology is very slow to actually be seen. If the...
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Operations, Services
Part of me wonders whether some of the firm's recent efforts are a Hail Mary to save our account,...
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Loyalty
I think the scope of work with R1 RCM will be reduced. In fact, with our current journey, there are...
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Loyalty
We recently had a meeting with R1 RCM where they showed off their partnership with Palantir and some...
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Value
To meet our expectations, R1 RCM would need to provide us with the least average service. If our...
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Services
I think things have gotten better with R1 RCM over the past year, so that has been good. There are...
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Relationship
R1 RCM is very engaged and available. They listen. R1 RCM takes action as best as they can. I think...
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Value
With the way our contract works with R1 RCM, I don't think we get nickel-and-dimed for stuff. When...
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Operations
Over the past year, we have realized that there are a lot of opportunities to improve, especially...
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Value
R1 RCM’s contracting and their pricing around contracting is very deep and intricate, and we can't...
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Relationship, Operations
R1 RCM has recently been providing me information, especially around interoperability, and that is a...
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Services
R1 RCM has been responsible for hiring at our facility, and they haven’t made the best hires. Some...
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Operations, Services
R1 RCM’s reporting is very good, like their monthly operating packages. Our representative at R1 RCM...
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Loyalty, Relationship, Operations
One of the reasons we signed with R1 RCM was technology. We were very excited about the financial...
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Operations, Value
R1 RCM waits too long to work on denials, and then we lose a timely filing. I am seeing a lot of...
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Services
I have concerns around our R1 RCM offshore employees returning phone calls and getting back with...
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Relationship, Services
Some of the senior leadership that R1 RCM recently brought in will give a fresh, new perspective to...
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Loyalty, Relationship, Services
The firm is trying to do some AI things. We saw a demo of different applications for patient access...
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Relationship, Services
Denials are a big focus. Our corporate team has had to drive denials initiatives with R1 RCM because...
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Relationship
I think the firm is trying to be strategic, so I have to give them credit for that. I just don't...
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Value
The firm isn’t driving tangible outcomes; we have a lot of denials issues with them. We aren’t...
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Relationship
One of the things that would help R1 RCM is to hire experienced people who have truly worked with...
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Relationship
We have reduced some of our work already with R1 RCM. My team does that work now because we just...
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Relationship
If there were some way for us to be able to move on and realistically get out of our contract with...
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Loyalty, Value
R1 RCM nickel-and-dimes us to death. How the base fee was derived is so complicated that when we...
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Loyalty, Operations, Value
There are certain aspects I would highly recommend from R1 RCM, but I wouldn't recommend all of...
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Relationship, Operations, Services
R1 RCM has some really good people at certain levels. Their customer operations team has excelled...
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Relationship, Services
R1 RCM has such good qualities and capabilities; something is just missing there. I know the...
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Operations, Value
The A/R-resolution cash looks pretty good; R1 RCM has done much better on cash this year. But a lot...
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Services
We get pretty consistent complaints about language barriers with R1 RCM’s offshore team from patients....
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Operations, Services, Value
The people we work with at R1 RCM are great. I have zero complaints about the hired individuals and...
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Operations, Services, Value
We have had to make some adjustments to some R1 RCM teams that we have to manage. They just make...
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Loyalty, Value
R1 RCM is deploying new technology, and that is great, but with the way our contract is set up, we...
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Value
R1 RCM’s impact to our cash collection has gotten better, and so has their impact on our A/R days....
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Loyalty, Relationship, Operations, Value
I’m somewhat optimistic about R1 RCM. Where they are going actually has some potential for...
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Loyalty, Relationship
I would never recommend the partnership that we have with R1 RCM; it is one of my biggest gripes. R1...
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Relationship, Operations
One of my biggest concerns with R1 RCM is the fact that they are approaching relationships from a...
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Relationship
I respect almost all the people I work with; they are trying. I'm just not seeing a change in the...
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Services
If the firm had a revenue cycle model that says how things work best and that they are moving to...
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Loyalty, Value
We are not getting an analysis of the A/R in terms of the opportunity, what we are going to do, and...
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Relationship, Value
We are stumbling with our proactive conversations. If there is an issue, a special project, or...
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Relationship, Services
We have an engagement at the system level, and the hospital is very important to our leaders. We...
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Relationship
I would recommend the firm to a peer, depending on what they need. If they need a turnaround group,...
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Relationship
I don't feel like the firm has a detailed execution strategy plan, so they just kind of turn things...
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Relationship
I do want the engagement to work. Sometimes we micromanage things too much, but we need to build our...
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Relationship
There is a sense of urgency that isn't always there because the firm will look at how we are...
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Operations
R1 RCM does a fine job. They are extremely good at carrying out our policies and directives and...
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Relationship, Operations
R1 RCM does a decent job front-to-back. I would not give them any gold medals, but at the same time,...
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Operations
Denials are an area where R1 RCM really needs to buckle down and put some more AI in place.
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Relationship, Services
R1 RCM has recently been doing more frequent NPS surveys, and they have been rounding with some of...
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Loyalty, Relationship, Services
It has been painful to get to where we are, but by the end of our time frame, if we stay on pace or...
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Relationship
The client-facing folks are stellar. They do a good job of working with us. We speak a lot of the...
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Services, Value
R1 RCM has some really great points and some great technology. Given the complexity of our...
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Relationship, Services
As far as the end users and the folks who are actually doing the work are concerned, R1 RCM has...
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Relationship
One of the asks that we had was to have more folks and resources available to our hospitals. What...
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Relationship
When it comes to patients having questions about their bills or trying to get scheduled or things...
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Relationship, Services
The folks at R1 RCM have knowledge. They are pretty well-informed about what is going on in the...
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Loyalty, Operations, Services
As R1 RCM has rolled things out, they have taken a bit long. They have almost been the gift that...
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Relationship
Within the past year, R1 RCM has really stepped up. They have come strong to the table and taken a...
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Relationship
There have been a lot of changes with the R1 RCM team. I feel like there is a lot more engagement....
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Services
From a denials perspective, R1 RCM is not as aggressive as I would like to see them be with pursuing...
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Relationship, Services
A major frustration with R1 RCM is the disconnect between the client-facing teams and shared...
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Loyalty, Relationship
R1 RCM tries to own everything, but no firm can do it all, so we are increasingly using specialized...
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Relationship, Operations
R1 RCM’s staffing quality is mixed. Some of the field staff members are excellent, but others lack...
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Loyalty, Relationship, Operations
Despite the challenges, I’m optimistic. R1 RCM's new CEO has the right vision and seems serious...
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Relationship, Services
R1 RCM has the desire to improve, but performance isn’t improving as fast as we would like. We have...
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Relationship, Operations
With Joe Flanagan back, things have definitely gotten better at R1 RCM. He is more responsive than...
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Relationship
If things fit within R1 RCM's operational model, those things will work very well. However, if they...
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Value
R1 RCM is incentivized to hit certain denial performances, and our A/R has grown significantly...
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Relationship, Value
R1 RCM has all of the technical resources and capabilities to really knock things out of the park,...
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Relationship
I think we have had some good outcomes with R1 RCM. The majority of the things with cash collections...
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Relationship
We work with a number of people at R1 RCM who are very good and capable. However, I think other...
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Relationship, Services
With one of our biggest denial strategies, R1 RCM couldn't figure out how to connect the dots. I...
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Relationship
We had shared and escalated things directly to an R1 RCM person. They said they were trying, and...
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Services
We have had some issues with offshoring and other considerations as well. I think we do a lot better...
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Relationship, Services
Most of the ideas and solutions for doing things differently or solving problems are coming from us....
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Relationship, Value
The reality is that people need to understand the level of frustration we are facing. We are dealing...
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Services
Over the last few months, in some cases, things with R1 RCM have gotten worse, and our need for...
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Loyalty
We are optimizing R1 RCM’s workflow technology. It was a deciding factor between the other solutions...
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Loyalty, Relationship
R1 RCM has said there are a couple of changes in the pipeline to address our recent issues. I wonder...
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Relationship
Clients need to be brutally direct with R1 RCM in asking what the firm really thinks they are going...
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Loyalty
There will be automated denials, and I think those are going to add a lot of value. A lot of people...
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Loyalty
We are going through an exhaustive process to peel back the layers on what things really mean. The...
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Relationship, Services
R1 RCM can’t figure out how to do a mid-month projection on bad debt and charity care. I have edited...
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Loyalty, Relationship, Services
One of my big concerns is that the hospital and physician operations are two different companies. It...
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Services
R1 RCM has some really solid modular services and some good end-to-end pieces. I appreciate R1 RCM’s...
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Relationship, Services
R1 RCM's timeliness to solve the problems is what we are struggling with. We need R1 RCM to assist...
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Value
The advice I would give someone considering going with R1 RCM would be to set clear, aggressive...
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Services
With R1 RCM, there is a quality component related to a lot of the offshore processes and a decrease...
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Relationship, Services
There are a few niche areas that are very important for providers but that might not be as valuable...
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Operations, Value
The firm's business model is based on how low they can get their costs while balancing that with...
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Services, Value
When it comes to the firm’s impact on the patient experience, someone told me the other day that it...
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Value
When I think about getting my money's worth, I think about the way our contract is structured and...
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Relationship, Operations, Services
Since R1 RCM went private and since Joe Flanagan took the helm, I have felt a desire from him to do...
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Operations
We have heard of the firm's R37 lab, which is their joint venture with Palantir. I want to be...
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Relationship, Services
One of our big challenges is with the executive involvement from the firm. I think the firm is aware...
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Value
The firm’s impact on our cash collections has improved. We are also in a very holistic agreement...
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Value
Notably, we have achieved some key successes with R1 RCM, particularly in negotiating reduced fees...
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Relationship, Services
There are several areas where improvement is needed with R1 RCM, including customer support. We...
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Relationship, Services
As a smaller organization not using a specific vendor, we often feel outside R1 RCM’s core customer...
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Services
R1 RCM’s strategic investment in software and application development has been good. They appear to...
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Value
If someone is looking for a cheap alternative to their own staff being expensive and if someone is...
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Operations, Services
When I pushed the envelope enough and forced the issue, R1 RCM gave us more staff. When there were...
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Operations, Services
We would like R1 RCM to be ahead of the metrics. If they see a trend, we want them to come to us...
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Relationship, Services, Value
We did some specific things as incentives to R1 RCM, and those have had a night-and-day change to...
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Loyalty, Operations
Since TowerBrook has come in, they have been looking to redesign and reengineer R1 RCM as a company....
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Loyalty, Operations, Value
Sometimes it is hard to split apart some of the performance trends that we have that everybody else...
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Services, Value
I feel like we are getting regurgitated metrics from R1 RCM. I already know what cash is and what...
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Operations, Value
We have had to basically give R1 RCM templates on how to give us reports and tell them how to...
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Operations, Services
Most of the staff members from R1 RCM are good. Like with any group, some aren’t. I enjoy the...
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Loyalty, Relationship, Operations, Services
We would like to see R1 RCM invest the time and money to do something more than make a slightly...
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Loyalty, Value
I would not contract with R1 RCM again. Looking at things overall, the last several months might...
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Relationship, Operations, Services
R1 RCM has great, smart people. They are technically competent and knowledgeable. They are great...
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Operations, Services
In some ways, R1 RCM’s impact on our patient experience is getting better. Scheduling is still a...
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Relationship
With some changes we are making at our organization, it has been a challenge to work with R1 RCM’s...
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Operations, Services, Value
We don't interact a lot with the operators at R1 RCM. We work with them a little, but my guess is...
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Loyalty, Relationship
I am somewhat optimistic about the future with R1 RCM. Part of that is based on recent performance....
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Operations
R1 RCM is investing heavily in future technology. They have a partnership with Palantir with a new...
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Loyalty, Relationship, Services
R1 RCM has gone private and has new leadership at the top. With the current plan we have worked on...
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Operations, Services
The technology to facilitate a positive patient experience on the front end for patient access and...
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Relationship, Services
Historically, R1 RCM’s executive involvement has been very low, but with the adjustments that R1 RCM...
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Loyalty, Value
We have pushed back a lot on R1 RCM charging for everything, and they have kind of conceded to not...
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Operations, Value
I don't know how R1 RCM utilizes AI internally to our benefit. We have another revenue cycle partner...
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Value
I was expecting R1 RCM’s performance to be higher. We have had a pretty substantial lag in cash...
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Commentary Summary
Comment Type Breakout