Overview
RCM in dental has always struggled with inefficiencies, especially when it comes to making manual payer calls. Jackie highlighted how these issues have been a real challenge for her team, dragging down productivity and making their work harder:
Jackie Holloway, a seasoned Revenue Cycle Management expert with over 20 years of experience in dental operations and revenue management. With a portfolio of over 100 locations, Jackie has been pivotal in optimizing processes, ensuring operational efficiency, and implementing innovative solutions to address persistent industry challenges.
Challenges
RCM in dental has always struggled with inefficiencies, especially when it comes to making manual payer calls. Jackie highlighted how these issues have been a real challenge for her team, dragging down productivity and making their work harder:
- Operational Strain: Manual processes forced her team to multitask inefficiently, leading to frustration and increasing the risk of errors.
- Extended Hold Times: Post-pandemic, insurance hold times skyrocketed, consuming valuable hours. Jackie’s team often sat on hold for up to two hours per call, impacting productivity.
- Limited Claim Processing: Due to long hold times, her team could process only 10 claims per day per account, far below the potential.
Headquarters: Tempe, Arizona
DSO Size: 110 locations
Solution: AI Automation With InsideDial
In September 2024, Jackie and her team adopted InsideDial, InsideDesk’s AI-powered solution designed to automate payer calls and streamline claim resolution. Initially skeptical, Jackie started with a small batch of claims to prioritize accuracy and results. As the tool consistently delivered measurable benefits, her confidence in its capabilities grew, transforming how her team tackled payer inefficiencies:
- Efficient Call Management: InsideDial’s AI handled calls seamlessly, eliminating the need for her team to spend hours on the phone.
- Accurate Information Gathering: The AI retrieved necessary claim information—such as
- missing documentation or claim status—allowing her team to focus on high-value tasks.
- Scalable Implementation: Jackie’s initial test of 600 claims expanded to over 5,000 claims within weeks, showcasing the tool’s scalability and reliability.
A Team Transformed
The implementation of InsideDial delivered transformative results for Jackie’s RCM operations:
- Significant AR Reduction: Within a short period, Jackie’s team achieved a $700,000 reduction in aged receivables and processed over 1,300 claims in two weeks.
- Time Savings: By automating repetitive tasks, InsideDial saved her team months of manual effort, enabling them to reallocate time to more strategic activities.
- Team Empowerment: Initial skepticism turned into enthusiasm as the team saw the tangible benefits of automation.
“The team’s actually enjoying it,” Jackie noted.
InsideDial has revolutionized Gen4 Dental Partners’ approach to RCM by addressing inefficiencies, enhancing team productivity, and driving significant financial outcomes. Jackie’s journey underscores the transformative potential of AI-driven tools in the dental industry.
Next Steps
Looking ahead to 2025, Jackie is optimistic about the future: “The more automation we have, the quicker we can turn around claims and enhance the patient experience.” She advises organizations considering InsideDial to view it as a complementary tool that empowers teams rather than replacing them, enabling a more efficient and effective RCM process.
