How HBS Helped Riverbend Health Save $1.05M/yr & Fix Admin Bottlenecks Across 9 Departments
hires placed in 12 months
departments supported
time-to-hire
annual savings
Riverbend’s clinics were missing calls, prior auths were stalling, and A/R was aging. Local hiring took weeks and turnover stayed high. Denials rose from missing eligibility notes and inconsistent follow-ups. Leadership needed a compliant, scalable way to add trained people—fast.
HBS deployed a managed team of pre-vetted, HIPAA-aligned VAs working inside Epic, athena, Dentrix, and Open Dental.
Roles covered: reception, eligibility, prior auth, claim status/A/R, denials/appeals, scribing, recalls/treatment follow-ups.
We set SOPs per payer, daily production logs, and weekly KPI dashboards (FPR, denial mix, A/R aging, answer time).
+37pp improvement in calls answered under 60s
96% first-pass clean-claim rate (up from 91%)
–23% A/R over 90 days in 6 months
7-day average time-to-hire, consistent coverage
$1.05M/yr cost reduction vs. in-house staffing
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