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30/60/90+ AR Aging Recovery
Sequenced payer follow-up, disciplined notes, and high-value lanes burned down aging and raised yield.
Context
- Aging >90 days growing across multiple specialties; limited visibility into lifecycle notes and payer callbacks.
- Follow-up cadence varied widely by associate; high-dollar and near-statute items lacked prioritization.
- Re-touches without progress created noise and rework.
Approach
- AR follow-up pods with lane design: high-dollar, near-statute, and re-work guardrails.
- Payer sequencing logic and callback macros; documentation standards for every touch.
- First-touch and callback SLAs with jeopardy views and owners.
- QA sampling for evidence completeness and disposition integrity.
- Dashboards for aging buckets, touch rate, yield, and callback adherence.
Measured Results
- Aging >90 days −19.6% in 8 weeks.
- Collections yield +13.3%.
- Touch rate +22% with stable adherence and fewer ‘no-progress’ touches.
- High-dollar recovery lane paid for itself within the first month.
Lessons Learned
- Prioritize by value and clock, not alphabetically.
- Lifecycle notes must enable the next touch in seconds.
- Guardrails reduce churn—avoid ‘bounce-backs’ and duplicate work.
- Measure adherence and quality, not just touches.
Turn aging into cash
Target high-value claims, standardize notes, and keep callbacks on schedule.
