Case Study

Work smarter. Not harder. MercyHealth improves bottom line with Vispa.

 
 

"We had the single highest cash collection day we’ve had in a year from third-party collections. And we beat our monthly cash goal by over $20 million. Most of this is a direct result of having the right person work the account at the right time and focus on the next most-valuable account.”

Kim Scaccia
VP of Revenue Cycle, Mercyhealth

The challenge

Kim Scaccia was faced with no small task when she joined the team at Mercyhealth as VP of Revenue Cycle in March of 2020. Overseeing an organization that encompasses $1B in net patient revenue among 6 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 along the way.

The victory

  • 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

The difference with Vispa is the difference across healthcare overall. Vispa looks at your receivables and says ‘I want you to work by exception. I only want my staff to work the accounts they need to work.’ This is a very different mindset from most healthcare organizations, and it’s a gamechanger.”

1. Work the right accounts

Healthcare, especially revenue cycle, moves notoriously slowly and often resorts to the same old way of doing things. Scaccia was challenged with finding a new way, and Vispa was there to meet the need. Through Vispa’s technology, Scaccia was able to determine which staff members needed to work which accounts. Gone are the days of multiple people 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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2. Shift your approach

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 stayed 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 also 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.”

3. Listen and Learn

Scaccia’s new approach delivered positive results. Each member on 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.

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"Effectiveness metrics provide valuable insight into steps that matter the most and shed light on where adjustments are needed.”

Kim Scaccia,
VP of Revenue Cycle, Mercyhealth

Moving full speed ahead

With the implementation of the Vispa software solution, Scaccia can support her team regardless of their 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.