Prioritizing Front Desk Collections with Hospitality + Accountability
From 50% to 90%: Transforming Patient Payment Collections Through Hospitality & Accountability
Following COVID, many healthcare organizations saw patient payment collections at the time of service plummet. One urgent care group’s collection rates dropped to below 50%, creating significant financial strain. They partnered with Guaranty Health Solutions to not only recover lost revenue—but to build a sustainable, hospitality-driven approach to financial interactions.
The Challenge
Patients were hesitant to pay upfront, and staff often avoided difficult financial conversations out of discomfort. Without training, accountability, and consistent communication, collection percentages stalled far below pre-pandemic levels
The Solution
GHS leadership implemented a structured 60-day turnaround plan that combined hospitality-based scripting, frontline training, and accountability-driven communications. Staff were equipped with compassionate yet firm language to discuss payment, while leaders received transparent dashboards and performance tracking.
The Results
Collections increased from
<50 to 75 in just 30 days
Achieved a 90% collection rate
after only 60 days of training
Average Google review increased from 3 to 4.4
3x increase in positive online reviews and patient referrals
Staff gained confidence through structured, hospitality-focused communication
Guaranty changed the way our staff approached collections. Patients feel respected, staff feel supported, and our financial performance has never been stronger.
Ready to make every patient touchpoint intentional and impactful? Let’s talk about building your hospitality-driven communication framework.
25+
years blending hospitality and healthcare leadership
30%+
average lift in patient acquisition within the first year
95%
client retention rate
5+
healthcare verticals served nationwide