A growing Urgent Care Group operating three centers in the Los Angeles region was facing increasing pressure on collections, aging receivables, and payer-related delays. While patient volumes remained healthy, significant revenue was being trapped in the revenue cycle due to claim processing bottlenecks, unresolved insurance balances, and operational inefficiencies. The organization partnered with Lister to manage the end-to-end billing process and improve financial performance across all three locations.
When Lister began supporting the organization, revenue captured per patient was significantly below potential. At the same time, several operational and payer related challenges were impacting collections and cash flow:
Major payers including Global Care IPA and Healthcare LA IPA were taking more than 60 business days to process claims. Since these payers represented a significant portion of the centers’ patient population, the delays created a substantial buildup in Accounts Receivable across all locations.
The billing team experienced difficulty obtaining claim status updates and payment resolutions from multiple insurance companies. Outstanding claims remained unresolved for extended periods, delaying reimbursement and increasing AR balances.
Documentation and Coding Bottlenecks
Provider signatures and coding clarifications were not always completed in a timely manner, slowing claim submission and payment cycles.
Inconsistent E&M Charge Structures
The centers were using payer-specific billed amounts for Evaluation & Management services, resulting in inconsistencies that affected reimbursement optimization.
“IPA were taking more than 60 business days to process claims.”
Lister’s Approach
Rather than simply working AR, Lister focused on improving every step of the revenue cycle to maximize reimbursement per patient encounter.
The centers followed a three-day charge entry process after the date of service. During implementation, Lister identified several workflow gaps that contributed to delayed processing and reimbursement.
Working closely with clinic leadership, Lister established:
As a result, claims moved through the revenue cycle more efficiently and with fewer delays.
Resolving Payer Processing Issues
Lister conducted extensive follow-up efforts with major IPA payers and established direct communication channels with payer representatives.
Through continuous escalation and claim tracking, Lister successfully:
The payer processing issues that began in 2021 were fully resolved, resulting in substantial AR reduction across all three centers.
For payers that were difficult to contact through traditional channels, Lister developed alternate escalation paths and secured direct points of contact. Outstanding unpaid and underpaid claims were systematically reviewed and pursued until payment was received.
Optimizing E&M Billing Practices
During a billing review, Lister identified opportunities to standardize Evaluation & Management billed amounts.
The revised approach:
Creating a Culture of Accountability
To ensure continuous improvement, Lister implemented:
This collaborative approach helped maintain momentum and sustain results.
Revenue Per Patient Increased by Up to 690%
One of the most significant outcomes was the dramatic increase in revenue captured from each patient visit.
Total Accounts Receivable Reduced by 70%
As payer issues were resolved and follow-up processes strengthened, overall AR declined significantly.
Total Closing AR
Reduced significantly from $2.52 Million to $747,749
Result: “70% reduction in total AR”
Insurance AR Reduced by 71%
Focused payer management and disciplined claim follow-up generated substantial improvements in insurance collections.
Result: “71% reduction in Insurance AR”
90+ Day AR Reduced by 91%
One of the clearest indicators of revenue cycle health is the amount of AR aged beyond 90 days.
Result: “91% reduction in aged receivables”
This engagement demonstrates that improving Revenue Per Patient is not simply about increasing charges, it’s about maximizing reimbursement through disciplined revenue cycle management. By resolving payer bottlenecks, improving operational workflows, strengthening AR follow up, optimizing billing practices, and partnering closely with clinic leadership, Lister helped this multi-location Urgent Care Group dramatically improve financial performance. The result was a healthier revenue cycle, stronger collections, lower AR, and revenue per patient growth of more than 5X across all locations. For healthcare organizations seeking to improve profitability without increasing patient volume, this case study illustrates the impact of a proactive, data-driven revenue cycle strategy.
Healthy patient volumes don’t always translate into healthy financial performance. As this case study demonstrates, meaningful revenue growth often comes from optimizing the revenue cycle, not only increasing the number of patients. Through disciplined billing workflows, proactive payer management, strategic A/R follow-up, and continuous reimbursement optimization, Lister helps urgent care and primary care practices maximize collections from every patient encounter. If your practice is collecting less than it should or struggling with aging receivables, request a complimentary Revenue Leakage Assessment. We’ll identify opportunities to improve reimbursement, strengthen cash flow, and help your revenue cycle perform at its full potential.
Proven RCM expertise. Measurable performance.
Whether you’re looking to reduce aged A/R, improve reimbursement, recover unpaid claims, or strengthen your entire revenue cycle, our specialists are ready to help.
Complete the form below to schedule your complimentary Revenue Leakage Assessment (Worth $1500) and discover practical opportunities to improve your financial performance.
