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Optimizing Front-End Operations to Improve Revenue and Patient Experience

Optimizing Front-End Operations to Improve Revenue and Patient Experience

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Challenge

A federal qualified health center (FQHC) was facing inefficiencies in its front-end registration processes that were contributing to billing errors, high accounts receivable days and inconsistent charge capture. Across multiple sites, the lack of standardized policies and procedures, coupled with gaps in IT systems integration between scheduling, billing and the EHR, was creating operational bottlenecks.

Our Approach

Our team conducted a comprehensive operations assessment using a multi-step methodology:

Data Analysis & Benchmarking

  • Reviewed financial and operational data against industry best practices.
  • Assessed and added KPIs to monitor rejection rates, AR days, denial rates and patient throughput.

Process Observation

  • On-site evaluation of workflows in registration, coding, billing and payment posting.
  • Identified bottlenecks and redundancies in patient intake and claims submission.

Stakeholder Interviews

  • Engaged leadership, front-line staff and billing teams to understand pain points.
  • Gathered insights on organizational culture and readiness for change.

Compliance Review

  • Evaluated adherence to HIPAA, OSHA and payer requirements.
  • Assessed risk management protocols and documentation standards.

Technology Assessment

  • Reviewed EHR and PMS functionality for integration and reporting capabilities.
  •  Optimized system for mandated fields, improved efficiency and accuracy.

Results

The organization achieved significant improvements:

  • Accounts receivable days decreased by 18% within 6 months
  • Clean claim rate increased to 96%
  • Patient experience improved through streamlined registration
  • Compliance posture strengthened, reducing audit risk

These changes provided the organization with a foundation for sustainable operational efficiency, stronger revenue integrity and enhanced patient satisfaction.

Looking to reduce billing errors, improve cash flow and enhance patient experience? FD is ready to help. Contact our team today to get started.

Contributors

Sarah Clarke, Partner, Frazier & Deeter Advisory, LLC

Heather Gibson, Senior Consultant, Frazier & Deeter Advisory, LLC

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