How Regency Integrated Health Services Improved Billing Efficiency and Proactive Medicaid Management

Regency Integrated Health Services (Regency) is a healthcare management company that specializes in long-term care and skilled nursing facilities, with more than 65 long-term care facilities across Texas.

Misty Young joined Regency as VP of Accounts Receivable in 2023 with a mission to optimize billing processes.

Her first task: Medicaid Pending. With Medicaid eligibility rules rapidly changing during the COVID19 pandemic, Regency needed better visibility and tools to ensure applications were submitted, tracked, and approved without costly delays.

“Medicaid Pending is hard—it takes 242 steps to get an application approved. Having one place to track every single step is hugely important for our organization,” said Young.

Additionally, without a shared source of truth, billing, business office, and clinical teams—each busy managing their own complex workflows—found it difficult to maintain consistent communication. The team relied on manually updating spreadsheets, emails, and phone calls, which slowed processes and sometimes led to billing delays. When residents had Medicaid applications under review, gained approval, lost eligibility, or experienced a change in level of care, those updates didn’t always reach the billing department in a timely manner.

Finally, Young recognized the potential for compliance challenges related to 3618 and 3619 forms. Although staff completed the forms, the high volume made it difficult to consistently take the extra steps needed to confirm acceptance and accuracy.

“There was no easy way to look across all of the managed facilities and know what was wrong,” said Young. “If there was an issue with a 3618 form or an eligibility change, it was easy to miss and impossible to manage at scale.”

According to Young, “When I saw a demo of CoreCare, I remember thinking, this is the answer to my prayers,” she said. “A single, centralized place to see everything: who’s approved, what’s missing, where the hold-ups are. That kind of visibility is everything.”

Regency implemented CoreCare to:

• Track Medicaid pending applications and recertifications, along with 3618 and 3619 forms
• Enable billers to pinpoint why claims were unbillable, tagging relevant team members to address any errors or changes in eligibility
• Track MDS assessments, LTCMI forms, EHR rates and the TMHP MESAV

The results came quickly.

By the end of the year, Regency had reduced its Medicaid Pending accounts receivable by 17%. Before CoreCare, the manual processes and decentralized approach often resulted in billing staff working overtime in advance of billing days to try and pinpoint issues. No longer.

“Instead of going building by building, billers now use the dashboard and can prep billing in half a day,” Young said. “Twice a month, every billing cycle, we’re saving an entire month’s worth of time across our team. That’s a huge return in workforce efficiency.”

With CoreCare, teams can now monitor eligibility, patient liability changes, and form errors in real time. The system makes it clear who’s responsible and what needs to be fixed, enabling proactive corrections and fewer missed opportunities.

“It’s all about visibility,” she said. “Now I can see across the entire portfolio, find the problems, and push those out to the field for resolution. There’s no guesswork anymore.”

She’s also used the platform to build a culture of accountability. Managers are expected to monitor their buildings – not the other way around.

“Accountability doesn’t have to be punitive,” she said. “It’s about asking the right questions. ‘Is this a training issue? A resource gap? How do we support you to succeed? CoreCare provides us with the data so we can offer the right intervention.”