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.
- 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.”
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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