Patient Access Opportunity Review
Unlocking $11.8M in Annual Impact
A preliminary view of CommonSpirit Health’s access journey points highlights recoverable revenue in no-show reduction, collections uplift, referral conversion, and avoidable call volume — the levers with the most direct impact on care continuity.
Where Patients Are Experiencing Friction
Referral journey silos
22–30% of referrals never convert to a booked appointment, largely due to a lack of automated follow-up as they cross service lines.
Voice journey fragmentation
Fragmented legacy phone systems cause long hold times, unnecessary transfers, and lost context—whether patients call about H.R. 1 requirements, billing, or scheduling — straining already-stretched access teams.
Post-discharge follow-up
A 30-day readmission rate of 15–20% is directly linked to missing proactive follow-up after discharge—a costly, largely preventable gap.
Authentication friction
Manual verification and shared-access workflows create friction and identity-management risk, especially for patients relying on family caregivers to help manage their care.
Affordability barriers to care
67% of patients with healthcare debt can't fully pay a bill due to lack of funds—common among the self-pay and underinsured populations Catholic and community IDNs serve.
Where Patients Are Experiencing Friction
Stronger referral completion, easier access
Recovering referrals keeps patients inside the network's care ministry, protecting continuity of care and downstream revenue.
Scalable multilingual support
Fewer dropped or frustrated callers across languages, preserving trust and compassionate service without scaling interpreter or agent staffing costs.
Protect operating margins
A few points of readmission reduction avoids CMS penalties and uncompensated care costs, frees bed capacity, and restores care continuity across the network.
Lower operational burden and compliance risk
Fewer repeat calls, transfers, and escalations tied to authentication problems, and lower exposure to identity-related compliance risk.
Uplift in patient responsibility collections
Providers using automated self-service and outreach to provide upfront cost estimates have seen pre-service collections increase by up to 47%—improving cash flow and reducing bad debt and downstream write-offs.
WestCX Orchestrate Works Across the Entire Care Journey—So No Patient Gets Left Behind
Delivering consistent, personalized communication across the full care journey isn’t something teams can manage manually. WestCX Orchestrate handles it automatically—across channels and around the clock. Its intelligence layer listens to existing systems, understands intent, and guides the next best action in real time, based on exactly where someone is in their journey.
