Outsourced Revenue Cycle Services 2019
Are Outsourced Revenue Cycle Services Worth the Investment?

70% of Cerner RCO Clients and 33% of All Respondents Have Buyer's Remorse

Across RCO firms, one-third of customers would not buy their firm’s services again, and a large number are dissatisfied. Since 2017, multiple firms have seen declining overall satisfaction—Cerner by 18 points (out of 100), nThrive by 13 points, and Parallon by 10 points. 70% of interviewed Cerner clients would not use the firm's RCO services again. Nearly half of respondents report nickel-and-diming, and many feel Cerner oversold their services; some describe resources as inexpert and slow to work on outstanding claims. nThrive clients report there are few consequences for the firm if they underperform and that little strategic guidance is offered to help improve clients’ revenue cycle. Parallon clients feel resources are quick to give up on hard-to-resolve claims and slow to respond to concerns. Organizations using Conifer Health Solutions report a cookie-cutter approach and insufficient staffing, and they would like the firm to more proactively identify and resolve revenue cycle inefficiencies.

Navigant Partners with a Flexible Approach; Analytics Tools from R1 RCM (Limited Data) Drive Satisfaction

A wide gap divides high performers Navigant, R1 RCM, and Ensemble Health Partners (data on the latter two is limited) from the previously discussed firms. Navigant and R1 customers are the most likely to be using a wide scope of services (business office, patient access, and HIM services). Navigant customers, mostly smaller organizations (less than 500 beds), praise the firm’s flexible approach in contracting for and executing services. Contracts often require the firm to meet certain performance metrics, and resources proactively identify gaps in processes and share best practices. R1 RCM clients feel the firm’s tools bring value by providing clear visibility into revenue cycle weak spots. Clients also praise staff members’ analytics expertise that helps clients get more out of the tools. Of the three interviewed Ensemble clients, two report high satisfaction, saying engaged executives respond quickly and make proactive recommendations when denial rates increase.

MediRevv Drives Outcomes with Strong 
Pre-Engagement Planning; PwC Offers Strategic Guidance Based on Analytics Insights

MediRevv’s strong pre-engagement planning, which focuses on setting clear expectations and understanding clients’ objectives, has a strong positive impact on financial, efficiency-related, and patient-satisfaction outcomes. MediRevv also incorporates patient complaints into resource training. Bolder clients are highly satisfied as well and see increased patient satisfaction, partly because of customer-centric resources who walk patients through the billing process. Bolder also analyzes patient phone calls to identify how to better respond to patients and sends call recordings to clients when requested. Of the measured EBOS firms, PwC has the highest impact on financial and efficiency outcomes due to strong financial analytics tools that identify trends and new revenue opportunities. PwC also offers strategic guidance for improving workflow efficiency.

MedAssist & HGS (Limited Data) Create Transparency with Proactive, Detailed Performance Reports and Regular Review Meetings