A regional hospital in the South was struggling to build trust and manage collections among its growing self-pay patient population. Many patients felt uncertain or overwhelmed when navigating their financial responsibilities, leading to prolonged calls, inconsistent follow-through, and overall dissatisfaction. The hospital’s leadership recognized that to provide a more supportive experience and to improve collections, they needed a partner capable of both operational expertise and compassionate patient-centered communication.

Click the button below to download the full case study to learn how ElevatePFS^® Customer Service Advocates addressed patient concerns promptly, reducing call times while increasing patient confidence. The hospital saw measurable improvements in self-pay collections and a reduction in call volume. ElevatePFS^® used a variety of reporting tools to track performance and consistently surpassed performance goals. The provider was thrilled with the abandonment rates, collections, and responsiveness.