How East County Urgent Care Drastically Improved Its Occ Med A/R
East County Urgent Care had a lot of occ med A/R in the 120-day basket, stacks of paper, and constant phone calls from their EPS customers. Since installing Cowork, their 120 basket is empty, customers pay within 15 days on average, and their communication is happening in real-time.
Here’s their experience in their own words…
Jackie Williams, Operations Manager here at East County Urgent Care. We used to do it, super old school. Everything was on paper.
I think our, our biggest challenges were really just paperwork. We had endless stacks of paper, cause we needed to report and then billing was a challenge cause we had to send all of those out by mail. So you were having to manually print, it was just a high cost. It took forever. And then we didn't even know if we were sending it to the right person. There wasn't a good way to communicate with the employers if they were missing something. So we were really bogged down with phone calls that were really just sort of troubleshooting paperwork.
We try to report our stuff, which that's where Cowork comes in, within 24 hours. So your app has helped us immensely, and it's super user friendly.
And we were very excited about it the moment that we could see it. When we saw it, it looked actually super practical and, really user friendly and it didn't seem like it'd be a hassle to sort of explain it to the employer. So we were very, very excited to get started. And what's better about that is that it lived up to that expectation.
It takes away other tasks that we would have to do in order for like, I mean, simple enough, even them sending out the invoices. It kind of cross cancels the time that we're saving doing other things that we no longer have to do.
Now our admin team is able to focus a lot more on streamlined communication. We can see a little bit more volume because we're able to process those results faster. Our billing to payment time has reduced, I think it's like 15 days out now from the time that the bill goes out to the time we get payment on average. Some people pay right away, so that's really nice. Before Cowork we had a lot of aging accounts, like 120 days plus, and now that 120 basket is essentially empty. Which we love.
Sending the invoices, that was a, maybe one or two, three day process for them to send everything before Cowork. I mean, mailing 'em alone took time. So it's nice to kind of batch everything, send everything at once, and know that it's done.
But the billing, I'm not sure that people realize how helpful it is to be able to batch upload invoices like that, and to be able to make comments back and forth to communicate if the employer has a question about that bill.
We can see when they've looked at it. We can, ask questions in the same thread that you're sending those results, which is really, really nice. But I think, you know, our biggest thing is being able to bill faster and receive payment faster.
That day alone I got five invoices to be paid online.
The response time is a lot faster. They're messaging basically real time. We're getting less calls for authorizations, and there's simple requests in there that, you know, we can handle without one person having to take that load on.
Them receiving everything in real time is, everyone's like a lot happier.
We love it. It's been very, very easy to work with you guys and to sort of like, we feel like you have our needs in mind.
It's so easy. I mean, a little kid could do it if they knew how to use a computer.
We were spending hours and hours on the phone having to help people understand that stuff, and we really don't have to anymore. They just pay it.
Bam, bam, bam.
You don't know how funny it is to where they're like, oh my god, we're gonna get the update on Thursday. And we're all excited about it. Like it's, it's funny to us cause we're just like, oh, we'll get to do this, this is that. I feel like it's just getting better and kind of just morphing with what we need.
Nice people providing quality service. That's Cowork.