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This outdated approach impacted financial performance as well, contributing to longer AR days and slower cashflow due to missed or delayed follow-ups.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
The Solution
Vispa partnered with Frost-Arnett to implement Vispa Collections, delivering tangible improvements through:
Multi-client collections functionality
Algorithm-driven workflows
Efficient task assignment and delineation
Vispa Control Tower for streamlined claims management
True machine learning that removes guesswork
Performance reporting and analytics
EHR integration capabilities
“Vispa distinguished itself through its robust automation, transparency features, and collaborative partnership,” said Wanda Torrence, Director of Extended Business Office for Frost-Arnett. “Their team worked closely with us, embraced our input, and offered flexibility to tailor the platform to our specific needs.”
Ongoing Support Included:
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Regular check-ins to share updates, gather feedback, and address challenges
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Strategic sessions to align on goals and evaluate performance
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A robust LMS to help staff get the most from the platform
Effectiveness
A major health system client in South Dakota saw a 6.3% increase in action resolution from March 2023–March 2025.
The Results
Efficiency
The same client experienced a 2.4-minute reduction in average time spent per claim from March 2023–24 to March 2024–25.
Automation Gains
Vispa began retrieving confirmation of promise-to-pay directly via claim status, saving representatives significant manual time. 20,000+ manual touches were eliminated for the South Dakota client by automating promise-to-pay verification.
Additional Impact:
Stronger Operations: Managers gained greater visibility into team performance and client inventory.
Greater Flexibility: Frost-Arnett can now adapt workflows quickly, including simplified invoicing through the Vispa interface.
Higher Morale & Accountability: Transparency and structure gave staff clearer roles and increased ownership of their work.
“Our partnership with Vispa has been outstanding. We hold regular monthly meetings to review client status and workflow updates, and we use their support ticket system to address issues, request changes, or share new ideas. Their team is responsive, communicative, and highly collaborative.”
- Andrea Whitlow, Claims Reimbursement Specialist, Frost-Arnett
Move full speed ahead.
Ready to simplify your revenue cycle? Let Vispa help you reach your financial goals and improve productivity.