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
Services, Services, 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, Relationship, Relationship
R1 has some challenges with their workflows and resources and the amount of labor they have going...
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Services, Services, Services
R1 outsources a lot of functions offshore, such as scheduling, patient registration, and insurance...
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Value, Value, 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, Relationship, Relationship
I have had better experiences and results from other firms in terms of customer communications...
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Services, Services, Services, Value, Value, Value
R1 does well with coding and clinical documentation and with the middle revenue cycle. We have seen...
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Relationship, Relationship, Relationship
Our partnership with R1 isn't on great terms. Our hospital leadership does not have confidence or...
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Services, Services
R1 itemizes functionality, and we want to do billing and cash post all the different functions. R1...
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Relationship, Relationship, Services, Services
We would have expected to see some deterioration in the performance metrics just because of all the...
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Relationship, Relationship, Services, Services
I am disappointed that R1 isn't more structured with our performance improvement. We had a very...
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Relationship, Relationship
R1 has lots of project management and structure around the transition activities, but they don't...
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Relationship, Relationship
I have regular conversations with some of R1’s people, and they are generally pretty responsive. We...
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Loyalty, Loyalty, Relationship, 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, Services
R1 has stated that they go after buffalos and not squirrels in terms of collections, meaning they...
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Relationship, Relationship, Value, Value
We have expanded the services with R1 primarily because of their Cloudmed acquisition. There are...
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Relationship, 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, Relationship
So far, the experience with R1 has been good. The firm has put forth the effort in building...
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Relationship, Relationship, Services, Services
R1 has done a good job of establishing metrics to monitor their performance. The firm always hits...
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Relationship, Relationship, Operations, 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, Loyalty, Value, Value
All of the service lines that R1 is over have actually deteriorated and have cost us a considerable...
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Value, Value
R1 will actually push the envelope or charge for additional services when it is favorable for them,...
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Relationship, 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, Relationship, Operations, Operations
There has been a failure to follow through on R1's initial claims for what they could do. They...
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Relationship, 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, Relationship, Services, Services
With the performance reviews, R1 needs to have people who are operators who understand and know the...
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Relationship, 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, Relationship, Operations, Operations
The firm needs better oversight and accountability around their collections teams, especially the...
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Value, 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, Relationship, Operations, Value, Value
In our relationship with R1, the incentive isn't there for them to add resources or bring in...
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Relationship, Relationship
We are struggling with a few things with R1. The firm presented themselves to our senior leadership...
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Relationship, Relationship, Services, Services
R1 is very driven by KPIs and contractual outcomes. As a public company, they are very focused on...
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Relationship, Relationship, Operations
My negative sentiments have developed over the last several months. I'm not afraid of issues or...
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Relationship, Relationship
We have had some significant issues where R1 has fallen flat. Our executive leadership has had to...
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Relationship, 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, Loyalty
The arrangement we have with R1 has many more nuances to it than just a typical revenue cycle...
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Services, 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, Relationship, Services, Services
R1 has incredibly smart people and good tools. They are just too focused on outcomes as opposed to...
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Relationship, Relationship, Services, Services
We have had a lot of challenges with the performance of R1. There have been some disconnects between...
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Value, 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, Services
The firm's technology is a big piece end to end. There are different sections or components within...
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Relationship, 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, Relationship, 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, Relationship, 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, Relationship, Relationship, Operations
The challenges have been with staffing and processes. The problem on the front end is definitely due...
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Relationship, Relationship, 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, Operations, Operations
While the vendor’s technology is a bright spot, the implementations of those technologies have not...
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Loyalty, Loyalty, Loyalty, Services, Services, 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, Services, Services, Value, Value, Value
Our A/R has increased significantly at some of our facilities. It is bad. The deterioration has...
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Relationship, Relationship, 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, Loyalty, Loyalty, Services, Services, Services
There have been challenges with R1. There have been some growing pains, which are to be expected in...
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Services, Services, 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, Operations, Operations, Services, Services, Services
We have a few different EMRs, so when we pull data or implement any integration or technology, there...
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Services, Services, 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, Value, Value
When we contracted with R1 and did the transition, the expectation was that no process would be...
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Relationship, Relationship, Relationship, Operations
R1 is inconsistent in their approach to client relationships. I think the client-facing individuals...
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Value, Value, 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, Relationship, 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, Loyalty, Loyalty, Services, Services, Services
R1 has great technology. We are excited to get the patient experience and the front office technologies....
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Relationship, Relationship, 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, Relationship, Operations, Services, Services, Services
R1 lacks deeper revenue cycle experience. If the technology isn't working well or doesn't fit their...
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Relationship, Relationship, Operations, Services, Services, Services
R1 has grown too fast. They are a technology company. They are lacking in terms of the fundamental...
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Loyalty, Loyalty, Relationship, Relationship
The firm could do better in terms of cash collections. Things have improved, but they are still...
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Value, Value
I would not buy this service again because looking back on the deals years later, we realize the...
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Value, Value
The firm has been very flexible with what they charge. I did an outsourcing deal with another firm...
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Relationship, Relationship
Small rural hospitals aren’t going to be moneymakers for RI. When we are dealing with large RCM...
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Relationship, Relationship
The firm is sincere in trying to get to the more sensitive complaints. But when it comes to issues...
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Loyalty, Loyalty, Relationship, Relationship
I am optimistic that things will get better with the new leadership. They are really good and...
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Relationship, Relationship, Relationship
R1's collaboration is their greatest strength. I feel as though I have hired employees to work for...
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Relationship, Relationship, Operations, Services, Value, Value, Value
R1 has a lot of offshore workers, and that can put people off, but I would tell others to give R1 a...
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Relationship, Relationship, Relationship, Services, Services, Services
R1 has a lot of analytics that they promote, and sometimes there is too much. We have regular...
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Relationship, Relationship, Relationship, Value, Value, Value
I would never recommend full outsourcing. In our engagement, we retain full authority over all of...
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Relationship, Relationship, Relationship, Services, Services, Services
I am very happy with certain aspects of R1. There are other aspects we have had to fight through...
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Value, Value, Value
For the most part, R1 avoids charging for every little thing. They are reasonable when we raise...
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Loyalty, Loyalty, Loyalty, Value, Value, Value
If our system worked appropriately, we wouldn’t need R1. Our organization is doing everything we can...
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Relationship, Relationship, Relationship, Value, Value, Value
R1’s frontline staff is in the middle of the road. They struggle as we do with fighting the company...
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Relationship, Relationship, Relationship
Because of their business, R1 absolutely has knowledge that I don’t have, and they try to share that...
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Services, Services, Services
We are doing well on the coding side of things. Our DNFC is good, and I attribute a lot of that to...
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Relationship, Relationship, Relationship, Services, Services, Services
I have pretty high expectations, and I don’t think R1 exceeds them. But they meet my expectations,...
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Relationship, Relationship, Relationship, Services, Services, Services
Any relationship with a firm takes time to develop. At this point, we are hitting our stride with...
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Value, Value, Value
There are other firms out there that perform better than R1. We are not any better off since using...
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Relationship, Relationship, Relationship
Our partnership has been rocky at best with R1. On our side, we are dissatisfied with the services...
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Relationship, Relationship, Relationship
The people at the top that we work directly with from R1 all seem to be very knowledgeable, capable,...
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Relationship, Relationship, Relationship, Services, Services, Services
R1 doesn’t seem to be very proactive in most cases. They do a lot of reactive strategizing. The firm...
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Relationship
R1 is quick to respond when we have a need, and they take us seriously. They don't treat us...
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Relationship
We are very tight with the executives at R1. We speak frequently, and we have a big project that...
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Relationship, Services
R1 has good reporting and tools that they have developed and shared with us. They give us insights...
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Relationship, Services
R1 meets our expectations, but they don’t exceed them. R1 goes after the big dollars first, and that...
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Relationship, Operations
Providers looking to use R1 should make sure to carefully review the scope of services that R1 will...
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Relationship, Relationship, Relationship
First and foremost, R1's customer service is excellent. R1 responds to any needs or concerns we...
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Relationship, Relationship, Relationship
R1 is a great partner with us. While we outsource to R1, we feel like they are our employees, are on...
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Relationship, Relationship, Relationship, Services, Services, Services
There are always opportunities that R1 is working on. They set good goals and usually come up with...
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Value, Value, Value
R1 does great work, but their fee is on the high end. R1's services are not cheap, and our finance...
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Loyalty, Loyalty, Loyalty, Relationship, Relationship, Relationship, Services, Services, Services
We would not choose to buy R1 again because of their talent acquisition and retention. There are...
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Relationship, Relationship, Relationship
The R1 leadership is okay, but from the supervisors down, it is inconsistent. The firm does a lot of...
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Relationship, Relationship, Relationship
R1 has a different sort of payment model. They do have KPIs and SLAs, and they react to those. In...
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Relationship, Relationship, Relationship
Our issues and problems are well known to R1. The issues are well communicated and discussed, and...
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Services, Services, Services
We would recommend R1 with caution. We would tell friends or peers that if they are going to use R1,...
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Relationship, Relationship, Relationship, Services, Services, Services
R1’s end-to-end work has been a little clunky. The handoffs aren’t always as good as they should be...
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Relationship, Relationship, Relationship, Services, Services, Services, Value, Value, Value
Over the last few years, we have seen good performance from R1 in reducing our denials and A/R days,...
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Services, Services, Services
R1 does a fine job with about 80% of the work, but 20% still hangs out there. Things are missed and...
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Relationship, Relationship, Relationship
We deployed some new technology in a certain area for our hospitals, and we found after the review...
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Relationship
Usually, R1's follow-up on issues is great, but with some changes, it takes a little longer to get...
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Relationship
Things with R1 are pretty good. We communicate regularly. I feel like we are on the same page, and...
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Relationship
If there is an issue, the people who I speak with at R1 don't just ignore it. They help me and look...
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Relationship, Services
I don't think anybody in our organization would be doing the things that R1 does if we didn’t have...
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Relationship
I don't really concern myself with the high-level changes with R1. Our relationship with R1 has...
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Services, Value
Acquisitions are not what we worry about. Our worries are up-front cash collections, back-end cash...
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Relationship, Services
Our revenue cycle meetings are really strong. Generally, we are aware of the problems equally as...
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Relationship, Services
Everybody was and still is dealing with a staffing crisis. R1 has pivoted many times and brought...
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Relationship, Services
R1 has a layer of tools that they are using, but they have to layer the tools onto our systems, so...
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Relationship
If someone is looking to outsource the revenue cycle process and find a partner, they would...
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Relationship
As a whole, the leadership I deal with at R1 is responsive; I don't have issues with their...
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Loyalty, Services
With regard to the Cloudmed integration with R1, I really don't have any views at this point in...
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Value
We have certain base fee expenses, but it seems like sometimes there is some nickel-and-diming...
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Relationship, Services
R1 has good people, but their processes, technology, and siloing within the organization have caused...
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Loyalty, Relationship
We look to a revenue cycle vendor as being the expert in helping us to prepare if there are...
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Relationship, Services
R1 may execute if we identify a problem or issue. However, we end up running into the same issues...
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Relationship
Our relationship with R1 on the executive level has improved. We are meeting and constantly having...
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Relationship, Services
We would like R1 to fix the silos within the organization. They have so many different groups...
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Relationship
The people I work with at R1 are very responsive and professional. I like working with them.
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Relationship
When R1’s CEO retired, I was told that the CEO was always talking about retiring and that when the...
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Relationship, Services
Our DNFB numbers have spiraled out of control, and we have been getting things back under control....
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Relationship
We have a dedicated team from R1, and the team's lead boots-on-the-ground person is not very good at...
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Relationship
I asked R1 why their team wasn’t coming to me with certain things or making any recommendations, and...
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Relationship
When I send requests for information, R1 gets back to me very promptly. My contact reached out...
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Relationship, Operations
A lot of the firm’s outsourcing is overseas. So we have had lots of obstacles in terms of trying to...
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Relationship
I like our partnership with the firm’s consultants. They really work with us, and they understand...
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