A Maine eye center faced a $10 million billing backlog during COVID-19 due to staff shortages, outdated software, and missed timely filing deadlines.
Shoreline Healthcare Technologies worked manually within their existing system, negotiated with payers to reopen filing limits, and recovered $3.8 million without costly software upgrades.
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A Maine based Eye care facility for providing comprehensive ophthalmology and optometry services, with advanced diagnostic technology and with experienced multi-specialists.
Location:
Southern Maine (Portland region)
Annual patients volume:
approx. 25,000-30,000
Providers:
approx. 20-25
Annual Revenue:
approx. 20-25 million dollars
Before the COVID-19, the organization had a well-functioning in-house billing team and like many healthcare facilities, they faced severe staff shortages during the pandemic. Claims piled up quickly, and because their practice management software was an older version, they couldn’t submit claims electronically.
Their situation was further complicated when several outsourcing companies refused to take on the project unless the eye center upgraded its entire billing software, a change that would cost them thousands of dollars and weeks of downtime. The revenue cycle came to a grinding halt. And by the time the pandemic settled, nearly $10 million was sitting idle in Accounts Receivable (AR) and most of it looked unrecoverable.
At Shoreline Healthcare Technologies, we believe that technology should serve providers and should not burden them. Instead of recommending a costly system upgrade, our team decided to work manually within the existing platform, saving the provider from an unnecessary investment.
Our billing specialists collaborated with the practice’s internal staff to access claim data, cross-verify patient records, and ensure compliance accuracy. Each claim was carefully reviewed, corrected, and submitted manually. Even though it was time-consuming, it saved the practice significant costs and avoided the chaos of a system transition.
For claims that had already crossed the timely filing limit, our team took an unconventional route, we directly contacted the Chief Operating Officers (COOs) of several private insurance companies. We explained the unique circumstances where during the pandemic, healthcare workers prioritized patient care over paperwork. Many risked their own safety to keep patients healthy, and administrative processes naturally took a back seat. Some insurance companies empathized with the situation and agreed to reopen the filing windows temporarily. Our negotiations with the payer was key to recover funds that were previously considered uncollectible.
In parallel, Shoreline’s virtual assistants initiated a structured follow-ups for the overdue balances. Through compassionate communication and transparent payment options, we were able to collect nearly $800,000 directly from patients who had outstanding balances.
Shoreline’s 4 phase approach that transforms challenges into measurable financial excellence
Our team conducted a deep audit of the client’s Accounts Receivable (AR) backlog, reviewing payer types, claim statuses, timely filing limits, and software capabilities. We categorized claims based on their recovery potential and compliance status.
We divided claims into timely filing and past timely filing segments to focus resources efficiently. This step helped streamline the recovery process while maintaining compliance with payer-specific timelines.
Our President reached out directly to the COOs of multiple insurance companies to reopen the filing limits under COVID-19 exceptions. Simultaneously, our patient engagement team conducted structured outreach for overdue balances through transparent communication.
After recovering the possible old AR, we have started a regular AR tracking, with denial pattern analysis, and customized reporting to ensure sustained revenue integrity and future claim compliance.
Collected from timely filing claims.
recovered from re-opened claims following insurer negotiations.
collected through patient follow-ups.
Together, this amounted to an impressive$3.8 million in recovered AR all without a system upgrade or additional technology costs.
Even better, 95% of timely filed claims were accepted upon first submission, proving that Shoreline’s accuracy and hands-on approach can deliver measurable results even under challenging circumstances.
“Shoreline didn’t just fix our AR; they restored our trust in our billing process. Their team worked tirelessly within our old system, negotiated directly with payers, and helped us recover millions we thought were lost. They truly understood our challenges and delivered beyond expectations.”
— COO, Eye Care Center in Maine
My first time in solo practice I was very concerned about my
ability to manage "the business side" of medicine. The
personalized care and guidance this group provided to me and
my staff were really a life saver. They always had quick
turnaround on any questions I sent in, and were very
knowledgeable for problem solving on the fly! I never feel
like just a number, as I might have with a large
corporation.
“We use Shoreline Healthcare technologies for all our
billing needs, the support is second to none! They are
always up to date with coding updates which helps to ensure
timely billings and prompt payments. I highly recommend
Shoreline Healthcare technologies for your billing needs.”
I have been using Shoreline Healthcare technologies for
almost 2 years, and I could not be more pleased with their
service. They really care about my business. With all the
complexities of medical billing, we needed a professional
partner to help us. Shoreline delivered.
We switched to Shoreline Healthcare technologies. Our claims
are getting paid, and we are getting friendly, knowledgeable
service. We highly recommend Shoreline.
I’m a small pediatric OT practice and have been with
Shoreline for several years now. They have made it so easy
for me to keep my focus on patient care by being so
knowledgeable and so efficient with all aspects of my
billing. When I do have questions, they are always available
and able to help quickly. Couldn’t be happier!
Thanks so much for working so hard to help my company:) It
sound cheesy, but having a biller I could trust changed my
life by giving me the headspace/time to focus on clinical
work, scale my business and sleep better at night. I've had
quite a few people ask about you on Facebook Messenger from
my posts. Overall, the feedback I've heard back from
everyone is that you guys are very responsive and helpful.
Hi, following up on our conversation about Shoreline. I did
let them know that I had some concerns and they were very
understanding. They have been very responsive and proactive
in their billing process, reports and communication. It has
been very good. Thank for recommending them.
Before Shoreline, billing was a constant headache. Now, our
reimbursements are faster, and I’m no longer chasing unpaid
claims. Their team handles everything so efficiently, it’s
one less thing I need to worry about.
We at Shoreline Healthcare Technologies go beyond claim submissions to build lasting partnerships that drives revenue, compliance, and confidence.
Secure & Encrypted Platform. Every process we follow meets 100% HIPAA privacy and security standards.
Expert billing staffs with hands-on experience across multiple specialties.
Round the clock assistance whether it is a claim update or a reporting query, our support team is just a call or message away.
We deliver enterprise-level billing expertise without the heavy overhead.
Secure, easily accessible and interoperable cloud-powered systems.
From solo practices in Texas to large hospitals in New York we cover diverse geographical areas.
From Billing companies in California to Nurse practitioners in Washington we serve multiple specialities.
Download the complete case study to explore our strategies, challenges, and the remarkable results we achieved for our client.
