Brightree Drives $1.88m in Patient Collections with AI-Powered Virtual Agents. 

Brightree, a subsidiary of ResMed Inc., is one of North America’s largest providers of technology solutions and services for out-of-hospital organizations in home medical equipment, home infusion, hospice, and more. 

Problem

Brightree offers Revenue Cycle Management services to help healthcare organizations resolve payment issues before accounts are turned over to third-party collections. As demand for this service grew, Brightree’s contact centers reached their operational capacity, limiting how many patients they could reach every day. 

Meanwhile, patients increasingly demanded self-service options to settle their accounts without waiting to speak with an agent. With the goal of maximizing the quality and frequency of their human conversations, Brightree set out to: 

• Automate conversations that were better suited for self-service
• Help their partners achieve business goals by recovering lost revenue
• Above all, deliver a frictionless patient experience

Solution

To tackle both rising call volumes and the need for fast, convenient payment options, Brightree partnered up with Capacity.

We developed an intelligent virtual agent (IVA) to independently call thousands of customers per day to remind them of upcoming or overdue payments. During the call with the virtual agent, the customer can negotiate payment arrangements, request an extension, or settle their account in its entirety. They can do all this on the spot, in natural language and without the need to engage with a live agent. 

With secure and full access to Brightree’s data, each call is personalized based on how much the patient owes and where they are in the billing process. If the patient does not answer the call, the virtual agent leaves a voicemail and requests a call back.

 “With our virtual agent, we have been able to provide our partners with cost-effective ways to collect patient-pay receivables without the cost of additional headcount.”

– Jennifer Leon, Vice President of Patient Collections, Brightree

Results

By implementing Capacity’s intelligent virtual agent (IVA), Brightree made it easier for customers to manage their payments through simple, conversational self-service. The results speak for themselves:

• $4.7M collected in late stage debt
• $6.5M collected from agent transfers of inbound and outbound calls

Today, more than 400 of Brightree’s partners use Capacity’s IVA for proactive outreach and collections. Thanks to this partnership, Brightree now generates $1.88 million in payments annually, helping many of their partners achieve a return on investment of 200% or more.

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