Case Study · Patient Payments · Mend Engage

Jefferson Center lifts co-pay collections with Mend's Patient Payments

From 43% to 80% commercial co-pay collection and 21% to 75% for prescribers -- all within 6 months of going live with Mend Engage.

43% → 80%

Commercial co-pay
collection rate

21% → 75%

Prescriber co-pay
collection rate

6 mo

Time to above-industry-
benchmark results

About Jefferson Center

Jefferson Center for Mental Health is a community mental health center serving the Denver metro area. With a diverse payer mix and a high volume of appointments across therapy, psychiatry, and prescriber services, collecting co-pays consistently and efficiently is critical to financial sustainability.

Mend Products Implemented

Mend Engage Patient Payments Co-Pay Collection Payment Plan Workflows

The Challenge

Jefferson Center was collecting co-pays at rates well below industry benchmarks. Commercial collections sat at 43% and prescriber collections at just 21%. The existing workflow relied on staff to manually prompt patients at the point of care -- an inconsistent, time-consuming process that left significant revenue on the table.

The core problem: Without a standardized, automated payment workflow, co-pay collection depended entirely on individual staff interactions -- and results varied widely.

The Solution

Jefferson Center implemented Mend Engage to standardize and automate the co-pay collection process. Key elements of the solution included:

Standardized prompts

At check-in and checkout for co-pays, ensuring every patient encounter includes a consistent payment touchpoint.

Payment plan workflows

Available at the moment of care for eligible scenarios, removing friction for patients who need flexible options.

Automated payment capture

Charged per visit, with payment plan charged on the 1st and re-triggered on the 19th if missed.

Leadership visibility

Into progress and blockers so leaders could identify friction points and remove them quickly.

The Results

Month 1

Go-live with Mend Engage payment workflows

Month 3

Commercial collections climb past 60%

Month 6

Commercial at 80%, prescribers at 75% -- above industry benchmark

43% → 80%

Commercial co-pay
collection rate

21% → 75%

Prescriber co-pay
collection rate

Above
Benchmark

Both rates exceed
industry benchmarks

"Mend Engage gave us the structure and automation we needed to make co-pay collection consistent. Within 6 months we went from well below benchmark to above it -- and our staff no longer has to chase payments manually."

Jefferson Center Leadership
Jefferson Center for Mental Health

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