A multi-state imaging network with more than 175 centers and four million annual scans replaced their offshore contact center handling patient billing inquiries after excessive call transfers overwhelmed onshore teams.
The previous vendor lacked billing expertise, creating bottlenecks across billing inquiries, payment disputes, account research, and refund validation.
The network partnered with Infinx Healthcare to address these challenges and transform their revenue cycle operations.
Connecting the contact center directly to other RCM workflows (A/R, coding, cash posting, and compliance) meant billing questions got resolved faster, with fewer hops between departments.
Patients had a smoother experience and client staff could focus their time on the escalations that actually needed it.
The Challenge
A contact center without RCM expertise couldn’t handle healthcare billing
The previous vendor’s contact center agents couldn’t explain EOBs or resolve billing questions on their own, pushing nearly every inquiry, dispute, and refund request back to the onshore teams.
The organization required support for:
- Billing inquiries and disputes
- Payment processing and soft collections
- Account research and investigation
- Refund validation workflows
- Escalation management
- Coordination across A/R, coding, cash posting, and compliance teams
These limitations stretched resolution timelines, left patients waiting on unresolved bills, and added operational cost as escalations consumed the onshore teams’ capacity.
The Solution
A revenue operating system with radiology billing expertise
Rather than functioning as a standalone contact center, Infinx embedded billing-trained agents into the organization’s revenue cycle workflows, allowing more patient issues to be resolved without unnecessary transfers or handoffs.
Key components included:
- Billing-trained agents with radiology workflow expertise
- Structured onboarding for client systems and payer rules
- QA gating and ongoing calibration programs
- Integrated workflows connecting contact center, A/R, coding, cash posting, and compliance teams
- Visibility into account information through the organization’s billing and workflow systems
The Results
Faster resolution, higher quality, lower cost
The engagement delivered immediate results. Call quality went up, patients were happier, and operating costs came down significantly.
Call volume & quality improvement
Resolution time dropped from 10–14 days to 2–3 days. Transfers decreased by 70%+, and agents could resolve more inquiries on the first call.
Fewer transfers improved patient experience
Connecting the contact center directly to accounts receivable, coding, cash posting, and compliance meant billing questions got resolved faster, with fewer hops between departments.
Patients had a smoother experience, and onshore staff could focus their time on the escalations that actually needed it.
Financial impact
- Experience: 87.9% CSAT with 3% abandonment rate
- Cash acceleration: 7–11 days faster on disputed/inquiry accounts
- Efficiency: 70%+ transfer reduction
$800K–$1M in annual cost savings
By avoiding 8–10 onshore FTE hires, the network achieved $800K–$1M in annual savings while improving service quality and patient satisfaction.
Impact at a Glance
From failing vendor to integrated RCM partner
| Metric | Impact |
|---|---|
| Average Speed of Answer | 39 seconds |
| First Call Resolution | >80% |
| Resolution Time | 2–3 days |
| Refund Processing | 50% faster, near-zero errors |
| Annual Cost Savings | $800K–$1M |
Ready to transform your patient billing operations?
We help imaging networks improve call quality and accelerate cash flow with healthcare-trained RCM professionals and integrated systems. See how at www.infinx.com/request-a-consultation.