Case Study

Apex IONM scaled payer outreach for IONM RCM—without adding headcount

Intraoperative neuromonitoring (IONM) supports high-risk surgeries by monitoring neural pathways in real time. Behind that clinical work is a revenue cycle that’s complex and highly payer dependent. Apex IONM partnered with SuperDial to automate the initial payer touchpoints so their team could focus on next actions and not hold times.

The Challenge

For Apex IONM, daily operations included:

Payer outreach for benefit & eligibility verification.

Claim follow-ups to get accurate status updates.

Repeated calls, long hold times, and inconsistent information depending on who answered.

Out-of-network dynamics made it even harder: many payers don’t offer the same self-serve portals or toolkits, so phone calls remain one of the only reliable paths to understand where accounts receivable stands—and to confirm coverage so there are fewer surprises for patients.

The Solution

Apex IONM started by putting SuperDial on the call types where phone outreach was most critical:

AR follow-ups (claim status, next steps, payer responses).

Benefits & eligibility verification (coverage details, patient benefits confirmation).

Results

1,500 hours of payer call time completed.

Successful payer engagement on ~ $12M in billed claims.

~1,000 benefit verification calls (in addition to AR calls).

Expanded usage after seeing consistent payer responses.

Enabled the team to focus on higher-value work—without hiring additional staff.