Red Rock Leverages Automation to Create RCM Consistency and Confidence

Overview

Red Rock is a leading provider of behavioral health services in Oklahoma and one of the first Certified Community Behavioral Health Clinics (CCBHC). They provide a variety of services that are available to individuals of all ages, including psychiatric services, military services, individual and group therapy, family therapy, crisis intervention, MAT services and more.

The Objective

Red Rock Behavioral Health Services wanted to make improvements in their revenue cycle management (RCM) processes. More specifically, they wanted to provide their collectors with more efficient workflows. That’s where the powerful automation of AlphaCollector comes in. Prior to leveraging AlphaCollector, Red Rock collectors relied on manually updating project spreadsheets to track claims – a time-consuming and error-prone process. The lack of centralized data led to duplicate work, difficulties in measuring productivity and challenges with training new team members.

Red Rock sought out revenue cycle automation to:

• Mitigate the reliance on outdated spreadsheets
• Centralize and standardize claims tracking
• Enhance visibility into collector productivity
• Simplify training for new staff members
• Optimize workflows for insurance and grant-based claims

The Solution

With AlphaCollector, Red Rock found the answer to their revenue cycle management challenges. By centralizing claim-related data into a single system, Red Rock Behavioral Health Services facilitated efficiencies for their collectors.

Centralized Information & Consistent Data Tracking

Before AlphaCollector, tracking historical claim information was inconsistent, making it difficult to follow up on claims. Now, the entire department has access to a unified system where claim status, denial reasons and required actions are clearly documented.

Gail Harber, Business Office Manager at Red Rock, said, “Having everything in one central location made the difference for us in being able to see what work was being completed and if follow ups were needed. AlphaCollector allowed us to meet all of those needs in one solution.”

By implementing structured canned notes and standardized data elements, Red Rock’s staff can consistently document claim activities. This change simplified reporting and root cause analysis for claim denials, empowering the team to take the right corrective actions in a timely manner.

Improved Workflows

Through AlphaCollector, Red Rock found an area of opportunity in working with their non-insurance department of mental health contracts. They recognized that some claims were in a pending status purely because there was no money left on the contract to pay. By pulling those out of the collector work bucket, worklists were narrowed down and collectors had a better view of which claims needed to be worked. This refinement significantly enhanced efficiency by keeping collectors focused on actionable claims.

"To put it into perspective, we have 4 staff members working AR, and currently, about 8,200 claims are in pending status. Thanks to AlphaCollector, our team doesn’t have to sift through those unnecessary claims—this is a huge time saver for us," said Harber.

And by eliminating claim cherry-picking, Red Rock was able to facilitate fair and measurable productivity across the team, as no two claims are exactly alike. The system provided visibility into claim processing which allows managers to pinpoint bottlenecks and offer targeted support where needed.

"With the new system, I can check dashboards at any moment and see exactly what my staff is working on. This has helped me better guide productivity and streamline training,” explained Harber.

Streamlined Training & User Adoption

One of the biggest wins for Red Rock was how quickly staff embraced AlphaCollector. Given the frustrations with the previous spreadsheet-based process, employees were eager to switch to the new solution. With an intuitive interface and guided workflows, new hires could ramp up in roughly two days according to Harber, which started new collectors off on the right foot.

Ongoing Opportunity

Red Rock continues to utilize AlphaCollector to further enhance efficiency and effectiveness. The team views the solution as a tool that guides optimal revenue cycle performance, which ultimately supports their mission of providing meaningful care.

We were able to create a bucket for all the claims that were sitting in a pending status only because there was no money left on the contract to pay them. By pulling that out of our collector’s work bucket, their worklist narrowed down. To put it into perspective, I have 4 staff members working AR. As of now I have approximately 8,200 sitting in that pending status. Those are claims they don’t have to sift through to get to items that truly need to be worked. It’s a huge time saver for us.”

Gail Harber, Business Office Manager, Red Rock Behavioral Health Services