Administration: DHHS & Collections Referrral and Debt Recovery Project
Problem Statement: The Human Services bills submitted for collection exceeds and average debt age of 4 years. These accounts resulted in over $29.6 million (46.3% of total principal referred) of uncollectable debts which negatively impacts the condition of patient information, recover percentage and customer satisfaction.
Results: The goal was to reduce the non-value added time and cycle time by 5%. The results reflect a 76% overall improvement. The team exceeded the goal by 71%. Hard savings included reducing process time from 59% to 25% of total time to process, reduced cycle time by 11 minutes and increased referral batch count from 95 to 172 within less time. Printer costs savings of $5,366.40 yearly and storage fees eliminated with new process.
