The Claims Were Ready. The Portal Was Holding Them Back.
A mid-sized hospice client in Ohio had a growing number of rejected and suspended claims—not because the documentation was incorrect, but because no one was responsible for managing the portal.
Here is how Scribent helped get the claims moving and recover the delayed revenue.
Results at a Glance
Delayed claims recovered in one quarter
Reduction in days in accounts receivable
Missed NOE filing windows since launch
The records were complete. The payments were stuck.
The clinical team was completing its work correctly. However, a mid-sized hospice client in Ohio, with an average daily census of around 120, had a growing backlog of rejected and suspended claims inside the NGS portal.
No one had clear responsibility for reviewing or following up on them. As a result, claims stayed in the portal and continued to age.
The effects went beyond the backlog. NOEs were missing the five-day filing deadline, while eligibility overlaps were quietly creating non-covered days that were not identified in time.
The client had already earned the revenue, but a gap in the workflow was keeping that money from being collected.
Workflow Transformation
Comparing operational clarity before vs. after Scribent joined the workflow.
Before Scribent
Uncontrolled RiskClaims were aging with no assigned owner.
Important deadlines were being missed.
Overlaps were creating non-covered days.
With Scribent
Full Compliance & OwnershipDaily reviews were assigned to one accountable team.
Deadlines were identified and shared ahead of time.
Claims were reviewed across every level of care before submission.
What Scribent Did
We took ownership of the portal.
Scribent moved the client to the Revenue Shield plan and assigned one accountable team to manage the portal. Instead of the backlog being everyone’s concern but no one’s responsibility, portal management became a clear daily process.
The NGS portal was reviewed every day so rejected claims did not sit unnoticed. Eligibility overlaps were also identified before they became non-covered days.
Important filing deadlines were flagged several days in advance instead of being discovered on the final day, preventing missed five-day NOE filing windows.
Every claim was checked across all four levels of care before submission, reducing preventable rejections at the source.
Suspended and aging claims were reviewed, corrected where needed, resubmitted, and cleared instead of being left unresolved or written off.
The Claims Moved. The Revenue Followed.
Within one quarter, the backlog was cleared and the revenue process was running more smoothly.
Scribent helped recover $180K in previously delayed revenue during the first quarter. Days in accounts receivable dropped by about one week because claims were no longer sitting untouched in the portal.
With NOE tracking in place, the client has not missed a filing window since launch.
The clinical team did not need to change how it documented patient care. The issue was in the workflow—and that is where Scribent focused the solution.
“It paid for itself within a few months. We are seeing far fewer rejected claims, and the whole team finally has room to breathe.”