Patient-Centric Financial Engagement Drives Strong Results for Anesthesia Practice

A leading anesthesia provider, North American Partners in Anesthesia (NAPA), has reported significant improvements in both financial performance and patient experience following the implementation of a digital-first financial engagement platform.

By adopting an AI-powered solution from Cedar, the organization achieved a 25% relative increase in cash collections, while 87% of patient payments were completed through self-service channels. Patient satisfaction also reached an impressive 92%, underscoring the success of the transformation.

From Reactive Collections to Proactive Engagement

NAPA’s revenue cycle management (RCM) operations previously faced challenges common across healthcare: fragmented workflows, reactive outreach, and limited personalization. As patient financial responsibility grew, the gap between clinical care quality and financial experience became increasingly evident.

According to Lynn Brennan Van Houten, Senior Vice President of RCM at NAPA, the organization lacked the ability to anticipate patient behavior at scale. This often resulted in friction-filled interactions and inconsistent engagement strategies.

To address this, NAPA shifted from a transactional, vendor-driven model to a data-informed, patient-centric approach, aiming to guide patients proactively through their financial journey.

AI-Driven Personalization and Automation

Cedar’s platform introduced advanced analytics and intelligent automation, enabling NAPA to tailor financial interactions based on individual patient preferences, behaviors, and financial situations.

Key capabilities included:

• Dynamic, personalized communication strategies
• Continuous learning from patient interactions
• Optimization of outreach timing, channels, and messaging
• Real-time analytics for operational decision-making

This marked a transition from static workflows to an adaptive system designed to evolve alongside patient needs.

Seamless Integration and Operational Transformation

The platform was fully integrated into NAPA’s Athena IDX practice management system, creating a closed-loop data environment. This integration allows real-time updates of patient information—such as insurance details—reducing administrative friction and improving accuracy.

Operationally, NAPA’s Patient Advocate Center of Excellence shifted from a call-heavy model to an exception-based strategy, focusing on complex cases and high-value interactions. Patient advocates now have full visibility into engagement history, enabling more informed and personalized conversations.

Additionally, secure pay-by-phone capabilities and self-service tools have streamlined payment processes while enhancing security and convenience.

Measurable Impact on Financial and Patient Outcomes

The transformation has delivered strong, measurable results:

• 25% increase in cash collections
• 87% of payments via self-service channels
• 92% patient satisfaction score

Patients benefit from a more intuitive experience, including:

• Easy access to billing information
• Flexible payment plans and HSA/FSA integration
• Personalized communication that simplifies complex billing scenarios

For NAPA, the shift has enabled a more agile and insight-driven RCM operation, with improved visibility into regional trends and performance drivers.

Redefining Revenue Cycle Management

NAPA’s experience highlights a broader shift in healthcare: revenue cycle management is no longer just about collections—it is becoming a strategic function centered on patient engagement and experience.

By aligning financial interactions with modern consumer expectations, organizations can not only improve cash flow but also build trust and long-term patient relationships.