Success story: West Tennessee Healthcare

A/R continuity during a system conversion

Situation and challenges

West Tennessee Healthcare is a public, not-for-profit system serving a population of 500,000. Their 7,000 employees provide a broad spectrum of care across seven hospitals and multiple clinics.

In 2016, West Tennessee Healthcare learned their current system would be discontinued, necessitating a conversion. After selecting a new system, they began looking for help in resolving their legacy hospital and physician third-party A/R, so they could keep cash flowing, focus on new-system training, and avoid legacy system maintenance fees.

Actions and solutions

West Tennessee Healthcare selected Xtend Healthcare to resolve its legacy A/R because we could:

  • Work all account types and minimize any returned, uncollected accounts
  • Staff an onsite director at the client’s location, for in-person, hands-on support throughout the project
  • Dedicate a team to work exclusively on the client’s accounts
  • Apply our strong experience with this type of project — and our deep knowledge of the local payor environment — to streamline processes and maximize resolutions

While West Tennessee Healthcare and their new provider worked through some implementation delays, we customized a three-phase solution that could adapt to our client’s changing needs throughout the conversion.

“Xtend Healthcare efficiently and professionally resolved our legacy A/R. This critical support helped us keep cash flowing, so we could get our new system up and running and continue to deliver compassionate care in our community.”

— Executive Director of Patient Financial Services, West Tennessee Healthcare


West Tennessee Healthcare placed $283 million in A/R with us, in more than 83,000 accounts. By the project’s end, we achieved a resolution rate of 99% by account value (99.6% by number of accounts) and recovered $53 million in cash for our client.