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, 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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Value
By this point with R1 RCM, I would have expected more insights, more ability to look at something...
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Relationship
R1 RCM did a very good job at the people management and transition sides, so I have to give them...
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Loyalty
We talked to another firm when we were looking to outsource this work, and that firm had a lot of...
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Services
R1 RCM is not that great at strategic ability in terms of what I have seen today because everything...
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Relationship
The reason I rate R1 RCM’s executive involvement lower than average is that they don't have the same...
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Value
As of today, I'm more frustrated with my organization than R1 RCM, but I am disappointed on a...
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Relationship
The advantage R1 RCM has, just like any end-to-end revenue cycle outsourcing firm, is that we are so...
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Loyalty, Relationship
I am a pessimist by nature, but I'm semioptimistic about the future with R1 RCM. If what they are...
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Operations
R1 RCM did an excellent job at execution for the scope and scale of moving so many caregivers....
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Relationship, Services
R1 RCM still has this incremental approach. They run every client as their own silo. They might want...
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Value
I'm really blessed to have some super-smart internal people around contracting, and I'm not bad...
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Relationship
I have talked to R1 RCM's executives, and they are pretty transparent. I have an opportunity to tell...
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Loyalty
R1 RCM is behind the times with leveraging AI. If I had to evaluate them today, compared to some of...
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Services
What is working well with R1 RCM is we started working on a regular cadence of operating reviews....
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Value
The piece that is not working well with R1 RCM is the reality of the agreement, and the reality of...
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Relationship, Services
R1 RCM is trying, but they are just not listening. For example, the engagement has had a negative...
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Relationship
Some senior people from R1 RCM are going to meet with us, so the fact that they are taking the time...
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Loyalty, Operations
I wouldn't recommend R1 RCM for end-to-end outsourcing. One of the things that I am learning from...
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Value
Our deal was made to have a massive, true outsourcing of the end-to-end revenue cycle and...
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Loyalty
I want to be optimistic and climb on the bandwagon that this will be good and will solve the issue...
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Relationship
If I were rating the R1 RCM staff based on whether I could work with them, I would give the staff a...
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Relationship
There are a whole bunch of things that contribute to R1 RCM’s performance. One might be that like...
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Services
A/R days are really where we are struggling right now. What has been challenging from an end-to-end...
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Relationship, Value
My question is whether the outsourcing model really works or whether we should be using a group like...
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Relationship, Services
R1 RCM’s execution on some really high-priority things is not going well. I know there are plenty of...
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Relationship, Operations, Services
In trying to understand what is going on with R1 RCM and to build relationships, I have developed...
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Relationship, Services
I'm relatively new to the revenue cycle space, so I'm coming in with fresh eyes looking at what is...
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Loyalty
One of the complexities for us a bit is our different platforms. R1 RCM promises to be able to bring...
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