Are you measuring the right revenue cycle activity in your organization?

December, 2021
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Are you measuring the right revenue cycle activity in your organization Image

Compare these leading practice Key Performance Indicators (KPIs) to see how you measure up.

Why are KPIs Important for RCM?

A Key Performance Indicator (KPI) is a set of quantifiable measures used to gauge the long-term performance of an organization. Because KPIs are quantifiable measures, they help you avoid anecdotal discussions like “Jane thinks our denials are trending favorably, however, John does not share the same opinion.”. KPIs spotlight on one single version of the truth and become indispensable for informed decision making and accountability.

KPIs help you unambiguously define what success looks like for every single individual in your organization
The right KPIs will empower everyone to focus on the same goals
Because KPIs help you measure, they will guide you on the path to operational improvement
KPIs surface inconsistencies in your data to drive actionable steps and issue remediation

However, nailing down the most important KPIs for your provider organization can be confusing. Not knowing which KPIs to track or even tracking the wrong KPIs, can waste valuable management bandwidth and demarcate the organization away from the long-term goals.

KPIs that can help you benchmark Revenue Cycle Performance.

Revenue Cycle Area or Function Key Performance Indicator (KPI) KPI Impact
Scheduling / Orders Appointment No Shows & Cancellation % No-shows and cancellations can have a deeper negative impact than you might think. The scheduling team must now spend additional time rescheduling patients. It negatively impacts revenues as your practice may lose out on billable time.
Pre and Time of Service Time of Service Collections An efficient upfront or time of service collection process positively impacts your cash flow and offers an opportunity to educate the patient on their overall financial picture. When this KPI is high or increasing, it means you are clearly communicating to patients, building trust, and collecting revenue early in the RCM process, decreasing the risk of aging AR.
Billing Denial Rate % From the moment patients begin providing information to your practice to the end of the care encounter, the risk of a denied claim increases every step of the way. This KPI should be a north star for your practice to sense for potential issues leading to denied claims.
Payment Net Collection Rate Collecting everything owed to your practice is critical so you aren't leaving money on the table. This KPI allows you to measure your collection rate based on contractual agreements with payers. Net Collection Rate also monitors how well your team is collecting “collectable dollars”.
Payment Days in AR Timely payments and revenue are the lifeblood to keeping your practice running. This KPI helps you sense for delays in patient or insurance reimbursement so your revenue cycle team can focus their energy in the right place.


Imagine a pilot having to fly a jumbo jet without her dashboard, gauges, and dials or with faulty instrumentation. First, it would be highly dangerous and second, she would have to rely completely on her instincts. Running your provider practice without the right Key Performance Indicators is the same. Establishing and monitoring appropriate KPIs helps provider practices track their performance, drive accountability, broadcast a vision of excellence to arrive at a financially healthy operation. A meaningful and adequate set of Indicators will tell your provider practice if it is headed in the right direction.

casey peters

Casey M. Peters


Casey Peters brings over 16 years of experience in the health care industry as an operational leader, project manager, and financial transformation consultant. From start-ups to complex health systems, Casey leads teams that solve complex challenges with technology, thoughtful organization and innovative business strategy. As the Senior Director of Consulting and Transformation, he is responsible for positioning organizations to reach their strategic, operational, and financial goals through transformational revenue cycle management initiatives.

About SYNERGEN Health

Founded in 2011, SYNERGEN Health is a pioneer in the technology and data-driven revenue cycle transformation for the U.S. health care industry. SYNERGEN Health provides complete revenue cycle services, advanced analytics, payment solutions, machine learning, robotic process automation, consulting services and other software solutions.
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