From Backlog to Breakthrough: How Breez Solved a 2,000-Application Bottleneck and Revived a Hospital’s Financial Assistance Program 

The Challenge 

A hospital system was grappling with a significant backlog of financial assistance applications, some dating back over a year. This delay created frustration and financial challenges for patients while contributing to operational challenges, including inflated accounts receivable and overburdened staff. With only three employees managing a workload designed for five, the hospital was unable to keep up with new applications, let alone address the growing backlog. 

The Solution 

Breez brought a two-pronged solution to this challenge, first implementing their Online Financial Assistance Portal to allow patients to self-check their eligibility and submit applications online. The hospital integrated the portal into its website and made it accessible via QR codes on billing statements and in waiting areas. 

Next, the hospital implemented Breez’s Automated Application Processing solution, that cross-references patient-provided application data with third-party income verification sources. This system digitized and reviewed all applications, including paper applications received by the hospitals and scanned into the Breez portal by hospital staff, enabling faster and more accurate determinations. 

The Impact 

• Application Backlog Cleared in Record Time 
  With these solutions, Breez eliminated a 2,000-application backlog in just three weeks, restoring efficiency to a process that had been stagnant for over a year. 

• Faster Application Decisions 
  Processing turnaround times dropped to less than two weeks, ensuring patients received timely answers and support when they apply for financial assistance. 

• Empowered Staff, Reallocated Resources 
  With the streamlined system, the hospital is reallocating two team members to other critical roles while maintaining one employee to manage the new, efficient process. 

• Elevated Patient Experience 
  Patients now enjoy greater clarity and peace of mind with faster determinations, reinforcing trust in the hospital and its commitment to providing affordable healthcare services to all of their patients.