Goodbye Spreadsheets: Frost-Arnett Achieves a 6.3% Lift Through Smart Automation
By replacing antiquated processes with Vispa’s technology, Frost-Arnett created a transformation playbook that delivered measurable gains—including a 6.3% rise in action resolution and a 2.4-minute efficiency improvement.
Client: Frost-Arnett
Location: Nashville, TN
Product(s) Used: Vispa Collections
About: Frost-Arnett is a Nashville-based, family-owned accounts receivable management company with a legacy dating back to 1893. Known for its 96% client retention rate, ethical collections practices, and award-winning workplace culture, the company delivers end-to-end revenue cycle support through its skilled EBO follow-up team, medical billers, and certified coders.
Key Challenges:
The Challenge
Like many organizations in the space, Frost-Arnett had long relied on manual processes—primarily spreadsheets—to track denial management workflows. Representatives were required to sort and analyze large amounts of data for each account under review, creating more follow-up work and increasing the likelihood of delays.
This outdated approach impacted financial performance as well, contributing to longer AR days and slower cashflow due to missed or delayed follow-ups. Reporting was nearly impossible given the nuances of manual work, making it difficult to assess productivity and effectiveness for Frost-Arnett’s largely remote workforce.
Executive leadership recognized the need for a new, modernized playbook—one that could streamline processes, increase visibility, and reduce unnecessary administrative burden. That’s where Vispa came in.
“We discovered Vispa while seeking to automate manual denial management tasks, improve workflow efficiency, and gain better visibility into staff activity and claim status—key needs for managing a remote team,”
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Excel was the primary method to assign work, track progress and manage reminders.
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Reporting relied heavily on client-provided spreadsheets or custom files created by representatives.
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Lack of automation caused delays and overlooked next steps.
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Workflow setup for new clients was slow and labor-intensive.
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Client systems often have limited visibility and access to essential tools.
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As client volume shifted, staffing and assignments became harder to manage.
- Andrea Whitlow, Claims Reimbursement Specialist at Frost-Arnett
