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Hybrid Delivery Model Optimizes Patient Financial Services

Exela helps reimagine reimbursement operations for major academic health system by enabling omni-channel intake, digital processing, and improved workflow management.


Major academic health system’s payment operations were mired in manual processes prone to error and document loss. Difficulties included the ingestion of both physical and digital information, high overhead related to technology, staffing, real estate, and storage, and integration with legacy systems (Epic)

  • Managing disparate data sources

  • Maintaining compliance with HIPAA

  • Need for holistic approach to process revision


Exela’s Patient Financial Services suite was able to digitize clinical and back-office documents to help optimize workflows, data management, and reimbursements, while also reducing operating costs.

  • Common intake platform capable of handling paper and digital channels

  • Document digitization, optical character recognition, and intelligent data extraction

  • Unified online portal used to query, view, and download reimbursement documents

  • Direct provider and payer connection to facilitate appeals management and integration with EHR system to improve efficiency

  • 25%+ reduction in full time employees

  • 30%+ increase in collector efficiency

  • $4.3B+ net patient revenue serviced through Exela’s PCH platform

  • Claims and correspondence analytics help to increase cash collection, reduce AR days, and increase employee productivity

  • Reproducible, scalable model across all PFS departments

  • Downstream opportunities for underpayments recovery


Discover What Exela's Digital Solutions Can Do For You