Outsourcing: Optimizing Operational Efficiency and Customer Experience

Tag: Billing PolicyHealthcare CollectionsPatient Pay

In today’s challenging healthcare landscape, providers face mounting pressure to improve cash flow, manage staffing constraints, and meet rising patient expectations—all while navigating increasing administrative complexity. That’s why more organizations are turning to strategic outsourcing partnerships to streamline operations, boost performance, and enhance the patient experience.

At the recent HOMES Annual Conference, Allegiance Group’s SVP of Business Development, Bruce Gehring, joined Kim Cuce’ of VGM & Associates and Kyle Neese of ACU-Serve to explore how outsourcing can be a powerful lever for growth and efficiency.

When Does Outsourcing Make Sense?

Outsourcing isn’t just about cutting costs—it’s about optimizing resources and creating operational resilience. If your organization is struggling with:

• Staffing shortages or turnover
• A backlog of aging accounts receivable (A/R)
• Poor patient pay recovery
• Delays in intake or eligibility processing
• A desire to reallocate internal teams to high-value tasks

…then it may be time to evaluate outsourcing as a strategic solution.

Outsourcing Is a Partnership, Not a Quick Fix

The session emphasized that outsourcing isn’t a “set it and forget it” solution. Instead, it should be a partnership built on collaboration and accountability. For best results, providers should:

• Conduct process mapping and time studies to identify inefficiencies
• Benchmark current KPIs and set measurable goals
• Set clear expectations and maintain consistent communication with partners
• Address systemic issues (like denied claims) with joint process improvement initiatives

Common pain points like frequent denials—due to missing authorizations or incorrect payer info—won’t automatically vanish with outsourcing. But with the right partner, you can redesign workflows, implement smarter pricing tables, and educate internal teams to reduce denials and speed up settlements.

What Can Be Outsourced?

From intake to final payment, outsourcing can support a wide range of front- and back-office functions, including:

• Eligibility and benefits verification
• Claims processing and A/R management
• Patient communication and collections
• PAP compliance, re-supply coordination, and virtual setups
• Human resources, accounting, and IT support

Outsourcing enables your organization to focus on core clinical operations while ensuring that financial and administrative functions are handled with efficiency and expertise.

Is It Time to Explore an Outsourcing Strategy?

If more than 15% of your Claim A/R is over 90 days, your Patient A/R days-to-settlement is rising, or you’re simply ready to improve financial performance and reduce internal strain, it’s time to evaluate your outsourcing options.

The key takeaway? Outsourcing done right is not about relinquishing control—it’s about forming a results-driven partnership that brings expertise, scalability, and improved outcomes to your organization.

Want to learn how Allegiance Group can support your revenue cycle through patient pay optimization and strategic outsourcing?
Schedule a consultation here or Bruce Gehring at bgehring@allegiance-group.com or 913-388-4790