MRH Brings Billing Services Back In-House
When patients call Memorial Regional Health (MRH) with billing questions, they now hear a familiar voice—someone who works for MRH and is invested in the hospital, the community, and the people it serves. That personal connection is at the heart of MRH’s decision to bring billing services back in-house after several years of outsourcing.
Billing had been managed by an external vendor since 2018, but in October 2025, MRH intentionally returned this critical function to local control to better support patients through clearer communication, greater responsiveness, and a more personalized experience.
“We believe this change will benefit our patients and our community,” said Brittany Johnson, MRH Chief Financial Officer. “Although billing can be complex and will never be a perfect process, having an in-house team gives us greater ability to listen, adapt, and improve.”
The decision to bring billing back in-house did not come lightly. After nearly a year of evaluation and intentional consideration, MRH leadership identified clear opportunities for improvement, including greater control and transparency, stronger communication between billing, coding, and revenue cycle teams, increased accountability, and long-term financial responsibility.
Benefits of MRH In-House Billing
- Greater control and transparency
- Faster, clearer communication
- More personalized patient service
- Stronger accountability
- Long-term cost savings for MRH
“We’ve already seen improvements in our clean claim rate—meaning claims are going out correctly the first time—along with fewer denials and progress in reducing older accounts,” Johnson said.
Prior to bringing billing back in-house, MRH’s Revenue Cycle Department included 10 on-site employees. Today, the department has grown to 22 team members—13 local —dedicated to supporting patients with billing questions and financial concerns. Patients are increasingly using the MyChart messaging feature to connect directly with the billing team, allowing for faster responses and clearer communication. Whether in person, by phone, or online, MRH is committed to making the billing experience more approachable, transparent, and centered on the people it serves.
Contact the MRH Billing Team
- Onsite customer service team: Available Mon-Fri from 8am- 5pm.
- By phone: 970-826-3133
- Through MyChart: Patients with a MyChart account can submit questions that go directly to our billing team.
- By Email: [email protected]
For more information, visit: https://memorialregionalhealth.com/resources/billing-financial-assistance/
