Challenge:
Based in Rancho Cordova, CA, Kids Care Dental & Orthodontics delivers the top-tier pediatric dentistry and orthodontic care to 23 locations in Northern & Central California.
Prior to onboarding with Pearly, Kids Care manually sent thousands of paper statements to parents monthly. This process required numerous staff hours per month, while also not resulting in an adequate collection results. Consequently, aging A/R outstanding was becoming problematic.
Because of sending inconsistencies, there was often a delay in when parent guarantors would receive statements and confusion concerning services rendered. This led to a subpar billing experience, and over time led to reduced cash flow and increased balance write-offs.
With Pearly, the goals were to improve the effectiveness of statements, reduce the aging A/R balances, and, most importantly, ensure a modern and positive billing experience for Kids Care’s guarantors, as the vast majority of patients were still active.
Solution:
Kids Care was quick to onboard with Pearly and to implement the solution into their workflow. After training RCM managers at Kids Care’s locations, Pearly started sending automatic itemized digital statements.
With some additional configuration to Pearly’s outreach automation, Kids Care then started engaging high-value past due guarantors with timely and intuitive bills, each highlighting their children’s treatment history and balances owed.
The transition to an automated system was done on regimented schedule to accommodate parents that would have questions about the changes to their billing process.
Impact:
Within 90 days after onboarding, Kids Care collected over 54% of aging A/R balances (60+ days past due) that they engaged with Pearly. From this effort, thousands of collected balances were over 90 days past due and under $150– balances with characteristics that are often written off.
During this period patient payments were collected via 1-7 digital statements via email or text that were automatically sequenced. This collection campaign also saved over 4,300 hours of staff time.
After receiving initial positive feedback from parent guarantors and seeing the collection results, Kids Care scaled their patient outreach with Pearly. The organization now has an efficient, hassle-free process for communicating with and billing their patient base.
