The Challenge Like the majority of outpatient facilities, Surgery Center of the Pacific was struggling to communicate with their patients regarding their financial responsibility. Staff was spending time manually verifying benefits and calculating costs with different payors when their time could have been spent elsewhere. Staff was also spending 40 hours per week on the phone with patients going over their benefits and out-of-pocket expenses with mixed results. Because of these challenges the Surgery Center of the Pacific was forced to maintain extra staff to make sure their objectives of cost visibility and pre- collections were met. The entire process was frustrating for the staff and patients. Reduce phone time with patients from 40 hours to 15 hours per week Reduce full-time financial

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