RevCycle, Inc. designs customized solutions for every stage of the consumer's revenue cycle journey, aiming for the highest netback at the lowest cost, with dignity and respect in every contact.

• 90% accuracy rate
• 70% faster call reviews
• 2.3X agent improvement opportunities

The challenge

RevCycle wanted a call audit solution more accurate than its speech analytics provider. With proInsight, accuracy moved from about 50% to a human-level rate above 90%. proInsight also delivered 70% faster automated call scoring, with transcripts and tags that spare QA agents and managers from listening to entire conversations.

The opportunity

In healthcare, the patient financial experience is part of the overall care experience. RevCycle is known for patient retention and client reputation, which is why Prodigal is a natural partner. Prodigal's AI is trained on more than 400 million consumer finance calls, including healthcare revenue cycle management, so it understands the context and sentiment of conversations. That gave RevCycle something extra: data showing that agent empathy was key to a positive patient experience.

The results

RevCycle's agent empathy was already best-in-class, thanks to training on how to respond when patients are frustrated by the payment process. Prodigal's AI found even more moments to offer empathy when patients expressed vulnerability. By reinforcing those behaviors through training, RevCycle continues to delight and retain patients while strengthening its clients' reputations.

“Not only has proInsight exceeded our goals for improving accuracy, it has given us the opportunity to improve patient satisfaction with valuable insights that improve agent performance and ensure strong relationships with clients and patients.”
Donald Strobel, Chief Operating and Strategy Officer, RevCycle

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