SITUATION
Ascension Health is one of the largest nonprofit healthcare systems in the United States. Financial assistance is critical to ensuring access to care for their underserved patient population. Ascension’s community health ministries serve these populations through innovative care models addressing social determinants of health, and they have a robust program designed to support individuals facing financial hardships.
But patients applying for financial assistance have historically gone through a cumbersome paper process. Applications are mailed or downloaded, printed, and then mailed or returned by hand. More than 40% of those applications required additional information. Few digitization vendors exist in this space, and they offer limited functionality to improve the patient experience.
Financial assistance applications
72,557
received annually
42%
required additional information from patient
32
average days to determination
SOLUTION
Working closely with Ascension, R1 developed a custom digital application workflow for patients. The new platform streamlines an expedited application process. Updates include:
- Automated calculation of financial inputs: This replaces the need for financial counselors to manually calculate income, assets and expenses.
- Digital upload capability: Patients can upload documents directly.
- Shared visibility: Both Ascension and the patient receive a PDF of the application and supporting documentation.
- Patient record matching: Account number or patient name, date of birth and phone number are used to match application to patient record within R1Decision for maximum accuracy.
Now, Ascension patients enjoy a more efficient and user-friendly application process.
RESULTS
Digitizing the application process has reduced both application processing time and the number of patient applications that require additional follow-up. This reduces administrative burden on Ascension staff and improves patient experience.
- Digital-first approach
- Decreased time to determination
- Simpler, more accessible language
- Patient-centered approach that prioritizes experience, including text messaging updates
- QR code to access application on statements, website, registration materials and other collateral
- Downloadable determination letters
The success of the pilot phase paves the way for expansion of online assistance applications to all Ascension markets in the U.S.
Results realized by Ascension Health
Reduction of
50%
in processing time
Reduction of
38%
in applications requiring additional information
Increase of
239%
in digital applications < 60 days
