The Challenge: Meet pressures to improve performance, increase our understanding of patient access benchmarking, and set realistic goals

Presbyterian Healthcare Services started in 1908 as a tuberculosis sanatorium and has grown into an integrated delivery system throughout the state of New Mexico serving one in three residents. As the largest private non-profit in New Mexico, we have 8 hospitals, employ nearly 800 providers, and exceed 1.3M visits annually.

Our current revenue cycle challenges include: 

  • Pressure to improve performance—specifically reduce denial write-offs, increase self-pay collections, and reduce uncompensated care
  • Lack of patient access benchmarking—we have several KPIs for this area but haven’t had a sense as to whether we were truly operating in an acceptable range
  • Realistic goal setting—we push to improve prior performance but sometimes we set goals that are too high or two low compared to industry averages 

The decision to look at MAP App was to help meet the above challenges. The specific factors leading to our decision to become a subscriber include: 

  • Standardized KPI calculations—eliminated variation and ensures that we are comparing apples-to-apples
  • Identified improvement opportunities—and target specific areas for improvement
  • Benchmarking capabilities to "like" organizations—we can subdivide our delivery system and benchmarking along those subcategories
  • Revenue cycle transparency—in distributing KPIs to leaders across the organization, there is a higher level of understanding of performance 

One of the key features that we have deployed to our revenue cycle leadership is the customized  dashboards. The dashboards allow us to see all MAP Keys or just those related to a certain person’s job function. Or, we can span across all MAP Keys related to patient access, revenue integrity, claims adjudication, and management.

Our team really likes the opportunity reports as they allow us to quantify opportunities into organizational opportunities. So, for example, if we are able to improve denial write-offs by 0.3%, then that revenue impact to the organization is more than $227,000. We are really looking into using this feature more to drill down and understand where we can make improvements that contribute to the bottom line.

We also like the ability that MAP App gives us to sub-divide our health system. We have created separate views for facilities within the system giving us the ability to find similar comparisons and benchmarks. In doing this, we have an idea of how those facilitates should be performing instead of what we have traditional done which is aggregate them into one big bucket and then compare them against other organizations which may not end up being that similar. 

    MAP App Customer Stories

    Brad Cook Color

    Looking ahead, here is what we plan on doing with MAP App: 

    • Develop benchmarks using benchmarks from similar systems
    • Target 90th percentile for KPIs with new revenue opportunity
    • Engage operational leadership through distribution of KPIs
    • Redeploy staff to New Revenue Improvement team
    • Shift operational focus from traditional cost cutting to revenue enhancement opportunities
    • Deploy the physician practice module
    • Leverage additional MAP App features like custom alerts and the learning center


    Ultimately, MAP App will provide us with the insights, opportunities, and continuous learning that will help us improve our revenue cycle and the bottom line.


    Interested in learning more?

    Contact the MAP Team.