Modernizing the Pre-Service Payment Process
Allied Anesthesia Associates is no longer the last in line to bill patients and has optimized obtaining pre-surgery fees.
Using HST’s solutions, the anesthesia group:
- Obtained nearly $2,000 in pre-payments on day one
- Improved patient relationships with proactive education
Center: Allied Anesthesia Associates
Featured products: HST Clariti
State: Texas
Customer type: Anesthesia Group
The Challenge
Allied Anesthesia Associates (“Allied”), an anesthesia group based out of Dallas, TX, was looking to optimize their process for obtaining pre-surgery fees associated with anesthesia services. Traditionally, surgeons and facilities collected fees upfront if they were confident they could provide an accurate cost share. However, Allied often faced limitations in obtaining patient information prior to surgery, hindering their ability to proactively reach out and collect payments before surgery. Post-surgery, Allied struggled with the same challenges of unresponsive patients who were not properly educated about their anesthesia financial responsibilities prior to service. They often found themselves in the position of being the last in line to bill the patient. Not realizing anesthesia fees are separate and in addition to surgery center fees led to resistance from patients who believed all their surgery commitments were already paid.
Additionally, Allied wanted the opportunity to understand and verify the patient’s insurance plans in advance of care, which would ultimately reduce denials and Days in A/R. Difficulties in receiving payments were influenced by factors such as the case and payor mix beyond their control. Recognizing the importance of obtaining all outstanding funds in the face of rising staffing costs and payor challenges, Allied needed a more efficient approach for pre-service payments.
The Solution
Allied implemented HST Clariti, which helped the anesthesia group significantly, particularly their billing team. HST Clariti enabled them to reallocate resources to pursue old claims, resubmit previously denied claims, and make the overall process more efficient and effective. Reaching out to patients has become much easier for Allied’s staff with HST’s autonomous solution.
Allied also uses the HST Patient Support Center to contact patients before surgery, to provide education about the anesthesia estimate and plan cover they received via text/email from HST, and to assist in taking payment over the phone. Additionally, Allied provides HST’s 800 number to the surgeons, facilities, and patients for any questions the patients may have, a service that has increased surgeon and facility staff satisfaction. HST’s call center staff essentially acts as an extension of their business office, enhancing the overall effectiveness of their pre-payment process. By utilizing the HST Patient Support Center, their billing staff is able to focus on pursuing denied claims, remaining balances, and engaging with insurance companies.
HST Clariti handles communication and payment, substantially reducing the need for manual data entry while streamlining their processes. Collecting payments after surgery can be unpredictable, at best. HST Clariti helps boost revenue by streamlining pre-payment efforts. It has proven to be far superior to their old process of manually calling patients after the surgery and requesting payments, especially when patients claim they have already settled all financial obligations with the surgeon and facility. HST Clariti has relieved Allied of this burden, significantly enhancing their operations.
This takes a lot of the guesswork out for us. It’s a whole lot better than having somebody on the phone calling patients asking for money when they’re insisting, they’ve already paid for everything because they’ve paid the surgeon and they’ve paid the facility
Houston Landry
COO
The Results
Implementing HST Clariti has tremendously exceeded Allied’ expectations. On the first day alone for only one facility, Allied obtained nearly $2,000 in pre-payments. Since then, their pre-payments have consistently followed a positive trajectory, making it a wonderful asset for their anesthesia group.
Additionally, the implementation of HST Clariti has been exceptional for their team. The implementation team demonstrated their expertise by addressing all Allied Anesthesia Associates’ inquiries promptly and adhering to the agreed-upon timelines. The training provided was excellent, and Allied Associates is highly satisfied with the ongoing support they have received. Overall, their experience with HST Clariti has been nothing short of outstanding by allowing their team to transform their entire process for pre-service payments.
It frees up your staff to go on to other higher revenue generating tasks and it gets that money in the door prior to surgery.
Houston Landry
COO
The Future
Thrilled with the results and impressed by the time savings, Allied is now looking to implement HST Clariti across all their affiliated facilities. They recognize the immense value of leveraging the HST Patient Support Center and educating patients about anesthesia financial responsibility prior to surgery. HST Clariti plays a crucial role in their future strategy, aiming to enhance patient satisfaction, engagement, and overall financial success for the company.