Situation
Operational scale
Eastside Emergency Physicians has three emergency departments and manages about 100,000 annual patient visits in Washington state. Operating at this scale requires a revenue cycle solution that keeps pace with high patient volumes while maintaining accuracy, speed and transparency.
Partner requirements
When the Eastside team began searching for a new solution, it wasn’t just looking to replace an RCM vendor. It was looking for a true partner. Eastside needed a partner that operated with transparency, delivered outcomes that mattered to the business and communicated clearly at every step. Most importantly, the partnership needed to drive measurable improvements across key performance areas, including clean claim rates, collections performance, coding accuracy and a reduction in aged AR.
The organization also needed a partner it could trust to safeguard the business. Strong security, regulatory compliance and business continuity were essential to protect patient data, defend against cyberattacks and ensure uninterrupted operations in an increasingly complex healthcare environment.
Solution
Complete RCM ownership
R1 assumed responsibility for the entire revenue cycle, including coding and documentation support, billing and claims processing, denials management services and collections.
Dedicated account management
A key differentiator is R1’s dedicated account management. Eastside gained a consistent, highly engaged partner that worked closely with leadership to align on goals and proactively address issues.
Quality + operational controls
Regular performance reviews, transparent communication and rapid responsiveness ensured challenges were identified early and solutions were implemented quickly. R1 implemented strong quality assurance and operational controls to improve outcomes across key areas.
Performance highlights
95.75%
clean claim rate, above 95% industry benchmark
>98%
coding accuracy, better than 95% industry benchmark
18.5%
A/R >120 days, better than 20-25% industry benchmark
0.95 days
coding - billing turnaround time, faster than 2 to 3 days industry benchmark
Outcome
With R1 as its revenue cycle partner, Eastside achieved measurable improvements across every major performance metric while gaining greater confidence in its operational model.
Performance improvements
The organization:
Surpassed industry benchmarks for clean claims, coding accuracy and A/R performance
Effectively managed aged receivables (AR)
Strengthened visibility into performance through clearer, more reliable reporting
Operational impact
Just as importantly, the partnership transformed how the organization views its revenue cycle. Now, Eastside operates with a more stable, transparent and high-performing revenue cycle. It’s better equipped to support high patient volumes while managing continued stability and growth across its locations with the same RCM partner.
These results reflect measurable improvements in revenue cycle efficiency, accuracy and overall financial performance.
R1 gave us the opportunity to reset expectations—even our own. It felt less like a vendor relationship and more like a partnership built on transparency, trust and shared goals.
