Mercyhealth Case Study
The Problem
When Kim Scaccia joined the Mercyhealth team as VP of Revenue Cycle in March 2020, she was faced with no small task. Overseeing an organization that encompasses $1B in net patient revenue among six hospitals and 800 physicians would have been daunting to anyone, especially at the onset of a worldwide pandemic.
The Solution
Thanks to the speed and resourcefulness of Vispa’s team and dynamic service capabilities, Scaccia and the team at Mercyhealth have reinforced what it means to work smarter, not harder, while significantly increasing their cash flow.
The Results
Decreased days in Accounts Receivable (AR) by 17 days
Experienced three of the highest cash earnings in a span of three months, one being the fourth highest ever
Beat June 2020 cash goal by over $20M
Kim Scaccia,
VP of Revenue Cycle, Mercyhealth
"Effectiveness metrics provide valuable insight into steps that matter the most and shed light on where adjustments are needed.”
How It’s Done
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Healthcare, especially the revenue cycle, moves notoriously slowly and often resorts to the same old way of doing things. Scaccia was challenged to find a new way, and Vispa was there to meet the need. Through Vispa’s technology, Scaccia could determine which staff members needed to work on which accounts. Gone are the days when multiple people had been viewing the same account for hours with no reward. With this solution, the staff’s workload is configured based on the sector type (i.e., facility or physician), and duplicative work is eliminated through new capabilities:
Detailed tracking of remote staff productivity and effectiveness
Intelligent routing of the next most-valuable accounts to team members
Ability to quickly identify and analyze high and low performers
Closed training gaps for staff
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When people ask different questions, they see different results. In Scaccia's case, she had to shift the approach with her team. In the past she asked, how many accounts did you touch today? Now she asks, did you take the right actions today? By embracing the next-most-valuable account mindset, the team focused on the right work at the right time, maximizing efficiencies and increasing cash flow. By empowering her team to focus on what they do best, Scaccia built rapport and helped her team focus on the organization's mission.
"I think it’s important for people to embrace a different mindset. We have had such great success with the application that we’re exploring putting additional folks into the system. With the benefit of analytics we have shifted from a ‘hold people accountable’ to a ‘how do I elevate my staff’ approach.”
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Scaccia’s new approach delivered positive results. Each member of her team is focused on a different type of sector, allowing for greater efficiencies. Since implementing Vispa at Mercyhealth, Scaccia’s team has:
Decreased days in Accounts Receivable (AR) by 17 days
Experienced three of the highest cash earnings in a span of three months, one being the fourth highest ever
Beat their cash goal by over $20M
By studying the data and seeking support from the Vispa team, Mercy has made up for lost time and continues to increase cash flow as a result.
With the implementation of the Vispa software solution, Scaccia can support her team regardless of location: remote, onsite, or a hybrid combination. “We look forward to adding more team members in the system,” she says.“Prioritizing effectiveness tracking above pure productivity metrics helps increase cash flow and also has a positive impact on retention and employee morale.”
Ready to simplify your revenue cycle? Let Vispa help you reach your financial goals and improve productivity.