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How Highlands Oncology Group Transformed its Financial Navigation Program, Quickly Boosting Revenue

Spike in financial assistance revenue leads to TailorMed paying for itself within a month

Highlands Oncology Group is a nationally recognized provider of comprehensive cancer care serving nearly 8,000 patients and their families in Northwest Arkansas. As part of that commitment to providing accessible care for the poor and underserved in its community, members of Highland's experienced financial navigation team are responsible for identifying those in financial need and procuring medication copay assistance for them. They relied on manual workflows to manage an average of 800 enrollments per year. This included the time-consuming tasks of printing out daily schedules and manually reconciling them to identify patients in financial need and prepare assistance applications prior to their visits.

Highlands selected TailorMed's financial navigation platform to help them automate their financial navigation processes. Staff could now proactively identify patients at risk of not affording care prior to treatment, and quickly enroll them in matching copay card programs. Now they were able to jump on every possible grant opportunity for more patients needing financial support.

Since launching TailorMed’s platform in December 2020, Highlands has increased patient enrollments and revenue. In the first half of 2021, Highlands increased copay assistance program enrollments 24% compared to the same period in 2020.
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400+ appointments/day
4 Financial Navigators
4 Practices
Increase in Financial
Assistance Revenue
1/2020 vs. 1/2021
Increase in Patient
1H 2020 vs. 1H 2021
Days ROI
was achieved
Quickly enroll patients in matching copay card program
Proactively identify patients with out-of-pocket responsibility and prepare their documents earlier
Implementation went smoothly due to high-touch onboarding process
Automating processes gave team more time to follow up on claims and ensure payments are received

“Improving financial performance and access to quality cancer care are strategic imperatives for this program. TailorMed helped us achieve these by accelerating our capacity to fund more patients needing financial resources. The spike in revenue generated led to TailorMed paying for itself within a month.”

Jeff Hunnicutt
CEO, Highlands Oncology