From front-desk check-ins to back-end billing, reliance on manual processes create slow, error-prone workflows that frustrate patients and staff alike. Integrating digital tools that automate administrative workflows can lead to faster payments, cleaner claims, improved patient experiences and leaner staffing models.
Next Level Urgent Care, a Houston-based healthcare provider with clinics across Texas, transformed its revenue cycle and front-end operations through a multiyear partnership with RevSpring.
During a recent webinar hosted by Becker’s Hospital Review, Bill McGrath, chief technology officer with Next Level Urgent Care, discussed how digital engagement tools helped Next Level improve operational efficiency, staff workflows and patient satisfaction.
Here are three key takeaways:
Note: Quotes have been edited for length and clarity.
- Automation improves intake and reduces billing bottlenecks
Next Level previously relied on fragmented systems that created workflow redundancies, particularly during patient registration and insurance verification. Staff had to manually transcribe patient data between platforms, which sometimes resulted in errors or claim denials. The situation created a significant amount of burdensome work for staff
“We used to have a massive team of patient account representatives who literally were just taking calls,” Mr. McGrath said. “Now we don’t have that anymore…our patient accounts team has been able to be redeployed to higher value tasks.”
- Streamlined processes improved the patient experience
With the new system, pre-registration time dropped from eight minutes to four and a half. About 80% of patients complete digital registration before arriving at the clinic, which reduces in-clinic wait times and front-desk congestion. Mr. McGrath noted average wait times are now under 10 minutes.
Patients also benefit from clear cost estimates, card-on-file payment options and digital-first billing.
“Patients are a lot more confident that the balance we’re charging them is actually real,” Mr. McGrath said.
The organization also saw notable improvements in patient sentiment. Net Promoter Scores rose from the mid-70s to the high 80s and low 90s.
- Partnering for growth
Next Level’s partnership with RevSpring has been an integral part of the organization’s expansion strategy. Next Level has been able to grow its clinic footprint without making significant increases to administrative headcount. The company now handles about 50,000 visits each month and supports more than 50,000 direct primary care members.
“That was definitely an excellent strategic choice,” Mr. McGrath said of the RevSpring partnership. “No question. Even with hindsight years later, no question we’d make the same choice again.”
