The Challenge
A large health system managed pre-arrival financial clearance in its Central Business Office (CBO) but struggled with the financial assistance phase.
- Their existing vendor operated post-discharge and inserting that vendor into pre-arrival would introduce delays.
- They needed a solution to identify candidates pre-admission, capture the right documentation and approvals, and auto-post approved adjustments during billing—all inside the current pre-arrival process.
The Solution
We implemented Facilitator™ to orchestrate end-to-end pre-arrival financial assistance—no new bottlenecks, no vendor dependency.
Components Deployed
- ActiveASSIST™ (Financial Screening): Configured rules to flag potential financial-assistance candidates pre-admission based on policy criteria and visit context.
- Electronic Forms Automation: Auto-population of assistance applications with e-signature support for patients/guarantors; documents filed back to the account with full audit trail.
- Approval Sequence (Policy-Driven): Multi-step approvals triggered by estimated charges and linked prior balances, ensuring the right sign-offs for the total potential write-off/discount.
- Auto Adjustments (Billing Phase): Automation agents calculate and auto-post approved adjustments during billing, eliminating manual keying and reducing downstream errors.
Operational Fit: Everything ran within the existing pre-arrival workflow, preserving CBO cadence and keeping clinical operations unaffected.
Impact / Results
- No Added Delays in Pre-Arrival: Screening, forms, and approvals occur within the same workflow, keeping schedules intact.
- Higher Conversion of Eligible Cases: Candidates are identified before service, improving approval rates and reducing surprise balances.
- Lower Manual Effort & Fewer Errors: Auto-population, guided approvals, and auto-posted adjustments remove repetitive tasks and reduce rework.
- Cleaner AR & Fewer Write-Off Surprises: Approved discounts are applied consistently; prior balances are considered in the same approval path.
- Audit-Ready Compliance: E-signatures, approval timestamps, and posting logs create a complete, defensible record.