Transforming Revenue Cycle Management with TCN

The client

As one of the nation’s leading revenue cycle management companies, Meduit delivers efficient and effective revenue cycle solutions that lead to measurable, high-performing results and maximized ROIs for hospitals, health systems and physician groups.

With decades of experience, Meduit serves more than 1,100+ hospitals and large physician practices in 48 states. By combining a state-of-the-art accounts receivable management model with advanced technologies and an experienced team, Meduit takes a compassionate and supportive approach to patient engagement.

The challenge

Meduit has a range of clients with a highly diverse set of needs. This required a very flexible, adaptable and easy to implement solution to meet those needs. The platform also had to provide the stability Meduit needed to unify their solutions to allow integrations to help drive rightparty contacts (RPCs) and offer reliable self-service options with dynamic skills-based routing. With TCN Operator, they found all of this with the added bonus of TCN’s cloud redundancy that Meduit could leverage for reliability and access to the latest technology and updates.

The solution

Meduit started looking at TCN due to its recent PCB and CMRE acquisitions. They needed a more flexible/scalable solution that would facilitate growth and give them more software control. The big difference between TCN and other providers was the flexibility and adaptability that allowed them to implement their own CRM system and take control of their future. From the start, they noticed a significant improvement in platform scalability and customer service, far surpassing competitors’ offerings and meeting the high end of their expectations.

“TCN has helped revolutionize our operations at Meduit. With a dedicated TCN expert on board, they empowered our team to truly make the software our own, ensuring a seamless integration into our workflow. Gone are the days of waiting weeks for updates and reports. The self-service nature of TCN puts the power back in our hands, allowing us to shape our future with confidence.”

Doug Marcum, Sr. VP of IT at Meduit

The results

The collections landscape has shifted significantly in recent years, with RPC numbers dropping off due to heightened consumer awareness and increased tendencies to block unfamiliar numbers. By combining its in-house tech with TCN’s Operator platform, Meduit has taken control of its operations and greatly increased its rate of successful RPCs. But that’s not all – through TCN’s software’s flexibility, Meduit has significantly improved its overall contact center operations. Take a look at some of the most notable achievements:

• Changes to their IVR system, which took eight weeks with other providers, were completed in less than half the time with TCN.
• With TCN handling the virtual machines and data centers, scaling became a breeze for Meduit because they were empowered to grow without further burdening their resources.
• TCN empowered Meduit to implement a tiered agent structure with individual thresholds for each hospital. This enabled them to seamlessly manage inbound calls while simultaneously conducting outbound campaigns.
• TCN’s intuitive reporting system delivered instant access to flexible, custom reports. Powered by a snowflake system, Meduit can analyze data from all departments effortlessly.

There when needed

Meduit finds immense value in the agility afforded by TCN’s operational model. Unlike traditional setups that necessitate meticulous 30-day or more planning for hiring or implementing changes, TCN’s flexibility enables Meduit to adapt swiftly to evolving circumstances, allowing them to accommodate customer needs more quickly. This freedom streamlines decision-making processes, allowing for more responsive actions that align with Meduit’s dynamic requirements.