Case Study Alabama Medical Group and InstaMed

Alabama Medical Group Streamlines Patient Payments in GE Centricity With InstaMed and CONNECT Powered by Focus

Alabama Medical Group struggled to collect higher patient balances promptly, with manual processes and paper statements burdening their billing department.

Overview

Alabama Medical Group is the largest independent, physician-owned, multi-specialty clinic in Mobile, Alabama.

The Challenge

Alabama Medical Group faced difficulties in collecting higher balances from patients in a timely manner. Manual processes and paper statements placed a significant burden on their billing department.

The Solution

Alabama Medical Group turned to InstaMed and CONNECT powered by Focus for streamlined payments in GE Centricity. This approach improved patient collections by offering advanced payment tools, including online payments, eStatements, and automated payments.

“We value our relationships with patients and didn’t want higher balances due to deductibles to interfere. InstaMed helps Alabama Medical Group provide a simple and convenient payment experience. Plus, our billing department does less but collects more than ever!”
Kristyn Ford
Alabama Medical Group

A Deeper Look The Challenge: Balancing Strong Patient Connections with High Patient Balances

As a growing, independent organization, Alabama Medical Group prioritizes patient experience across its various specialties. However, legacy collection processes became a source of friction due to rising balances associated with high deductible health plans. Leadership sought a payment experience aligned with their care standards.

Increased Workload in Patient Collections

The billing department struggled to manage increased patient collections. Rising balances led to more paper statements and increased mailing costs. Moreover, patient inquiries about balances doubled the call volume. Manual payment postings added to the workload, especially during patient visits, and caused delays in payment visibility, often leaving room for human error.

The Solution: New Payment Options Enhance Patient Experience

Alabama Medical Group implemented InstaMed payment and billing solutions to offer an omnichannel, electronic, and automated experience for patients, allowing them to handle their balances conveniently.

  • InstaMed Patient Billing With eStatements: Offers a consumer-tested statement with clear displays of amounts owed and payment options. Patients can sign up for eStatements through the Patient Portal, a feature that quickly gained popularity.

  • InstaMed Patient Portal: Facilitates online payments, which surged by 136% and now constitute 12% of all payments.

  • InstaMed Payment Plans: Allows patients to manage large balances through automated, recurring payments, leading to a 174% increase in payment plan transactions within a year.

Streamlined and Enhanced Processes for the Billing Department

Alabama Medical Group turned to InstaMed and CONNECT powered by Focus for seamless payment integration with GE Centricity. This automation eliminates manual data entry, speeding up processes related to patient balances. Additionally, real-time payment visibility ensures staff have up-to-date information, reducing posting errors and saving time.

Optimizing Staff Processes for Optimal Collections

InstaMed improves payment experiences for both patients and the billing department. Call volumes decreased, and fewer paper statements are sent out, thanks to patients having the tools to manage their payments. The front office benefits from reduced check-in times as payments automatically integrate into GE Centricity via InstaMed and CONNECT.

Efficient End-of-Day Reconciliation and Comprehensive Reporting

The billing department can now reconcile payments faster with the GE Centricity integration powered by CONNECT. Detailed reporting allows staff to analyze daily activity, while leadership gains insights into payment trends and patient preferences.

“The Focus Solutions team is opening new channels for our business and allowing our customers automation that previously did not exist.”
Jesse Shoplock
Vice President of InstaMed