33% reduction in bad debt placement at a regional health system — compliant patient collections
A regional health system was placing 18% of self-pay balances to bad debt within 120 days, partly because outreach was one-channel, one-touch and often non-compliant. pronix.ai deployed a compliant, multi-channel collections agent on voice and SMS with payment-plan negotiation — bad-debt placement fell 33% and TCPA/FDCPA audit findings stayed at zero.
Regional health system, 14 hospitals · Amazon Connect · Kore.ai Agent Platform · Epic MyChart
- Client
- Regional health system, 14 hospitals
- Industry
- Healthcare Providers
- Platform
- Amazon Connect · Kore.ai Agent Platform · Epic MyChart
*Representative outcome; results vary by client, scope and platform configuration.
The challenge
Self-pay accounts grew post-pandemic and the legacy collections process was a single letter followed by phone calls during business hours. Patients wanted SMS and after-hours options, but compliance risk made the team cautious of any new channel.
Our approach
Consent-first outreach
Every contact respected channel preference, time-of-day rules and opt-out status pulled from Epic and the dialer DNC list — no outreach without documented consent.
Empathy-bound negotiation
The agent offered payment-plan options, financial-assistance screening and charity-care triage — never pressuring, always routing hardship cases to a counselor.
Voice + SMS in one flow
Patients could start on SMS, switch to voice, and pay through MyChart without re-authenticating — channel continuity cut drop-off by half.
Compliance audit trail
Every call, text and payment offer logged with script version, consent record and outcome — state and federal audit ready.
“We recovered more revenue and received fewer complaints. That's the opposite of how collections usually works.”
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Read →Illustrative case study. Scenarios, metrics, quotes and client details are representative composites based on Pronix engagements and industry benchmarks unless a named client is shown with written consent. Outcomes vary by client, scope, data quality and platform configuration. Nothing on this page is a guarantee, warranty or professional advice. See our Terms of Use for the full disclaimer.
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