How CityDoc Improved Patient Payment Collection 3x with Solv Pay
For many urgent care operators, upwards of 50% of revenue now comes from patient responsibility; it’s never been more important to effectively collect patient payments. CityDoc, a four-location urgent care group in Dallas, looked to Solv to help collect outstanding patient balances -- and prevent them from building up in the first place through improved patient and staff experiences.
Challenge
Before using Solv Pay, CityDoc relied mainly on their EHR’s paper billing solution to handle patient collections. Patients needed to mail a check or call to provide their credit card information in order to pay their bills. These traditional methods of collecting payments were time-consuming for staff and difficult for their patients, resulting in delayed collections -- often 90 days or more after the date of invoice.
Not only was the payment experience frustrating — it was creating a significant financial problem for CityDoc, due to a build up of patient A/R.
Before we started using Solv Pay, collecting payments was a constant struggle. We had to chase after patients for payments, often leading to uncomfortable conversations. This not only impacted our cash flow but also added a lot of stress to our daily operations.
Solution
Since CityDoc already used the Solv platform for its patient experience, weaving payments capabilities throughout the entire patient journey was seamless.
Patients could now upload their credit card during the booking and registration process, or in-clinic via the Solv terminal. With saved credit card information, CityDoc is able to auto-collect owed amounts once claims are processed. Patients without a saved card on file are prompted to pay through automated text reminders and an easy mobile checkout that can be completed in just two taps. This comprehensive approach aimed to streamline the payment process, reducing aged A/R while also enhancing staff and patient experiences -- not to mention reducing paper bills and other costs associated with their legacy payments process.
“Solv Pay was incredibly easy to implement and seamlessly integrated with our existing workflow. The user-friendly interface made it simple for our staff to adopt, and the automated processes have significantly reduced the time and effort required to manage payments. It’s been a smooth transition that has made a real difference in our daily operations.”
Results
Thanks to Solv Pay, CityDoc’s financial health has improved drastically. They were able to collect 36% of bad debt in just the first month, creating a helpful boost to their bottom line. Consumer-friendly payment features during pre-registration and at the point of sale help CityDoc collect credit cards on file for over 80% of visits, laying the foundation for long-term financial success. And with clear patient communications and an automated verification process that keeps payment methods up-to-date, autocollect increased CityDoc’s patient collection by 3X.
All in all, Solv Pay has had a significant impact on CityDoc’s recovery rates. At both the 30- and 60-day timeframes, collection rates utilizing autocollect were more than doubled compared to a traditional text-to-pay system alone. Using ClearPay, Solv’s AI-powered patient responsibility estimate, CityDoc even collected the full owed amount -- at the time of visit -- for 1 in 5 patients.
“Using Solv Pay not only boosted our bottom line by speeding up cash flow and cutting bad debt, but it’s made things easier for patients. It gives them a smoother, hassle-free payment experience.”
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