The healthcare industry relies heavily on efficient financial operations. For hospitals and large physician practices, mastering Revenue Cycle Management (RCM) can make the difference between thriving and merely surviving. This is where exceptional RCM companies play a critical role, enabling healthcare providers to explore financial complexities while focusing on patient care. Among the top players in this field, RSi stands out for its innovation, compassion, and commitment to excellence.
Under the leadership of Brent D. Rollins, RSi has emerged as a frontrunner in the RCM sector. Brent’s tenure began when he assumed the role of Chief Executive Officer, leading a transformative journey. Over the past decade, RSi has expanded from a modest team of 30 to a robust organization with over 600 employees across the United States. This growth is not just about numbers; it reflects a fundamental reshaping of RCM service delivery, blending advanced technology with human-centric solutions.
Headquartered in Columbia, South Carolina, with offices in Houston, Orlando, St. Louis, and St. Joseph, RSi focuses exclusively on healthcare providers. Their mission is clear: to enhance critical financial areas like cash flow, operational efficiency, and patient experience. RSi’s evolution from a regional entity to a national leader shows their commitment to delivering measurable improvements and maintaining high standards of service and professionalism.
Let’s understand in detail how RSi became a leader in Revenue Cycle Management, championing innovation and human-centric solutions in healthcare!
A Decade of Transformation Under Brent Rollins
Brent Rollins’ arrival at RSi in 2014 marked the onset of a significant transformation. From the start, Brent prioritized building a strong, cohesive team. Reflecting on his early days, he fondly recalls, “I met more than a few teammates on my first day in the office who are still here and still climbing 10 years later.” This highlights the deep-rooted loyalty and culture that is cultivated at RSi.
Central to RSi’s leadership philosophy is the development of a team of “A-Players”—individuals who are not only skilled but also deeply aligned with RSi’s mission and values. In today’s growing workplace, especially post-pandemic, attracting and retaining top talent is both a challenge and a key driver of success. Brent emphasizes, “At RSi, our capacity to seamlessly accommodate very different clients is rooted in our thoughtful approach to building and nurturing the absolute best talent.”
This proactive strategy for recruiting, training, and retaining top-tier talent has been crucial to RSi’s growth. RSi’s commitment to fostering a culture where employees are empowered and motivated is evident in how RSi has expanded its team and the organization organically, relying heavily on word-of-mouth referrals and a reputation for delivering exceptional results.
Strategies Behind Exponential Growth
RSi’s impressive growth over the past decade is no accident; it is the result of deliberate strategies centered on talent and client satisfaction. Since 2014 RSi’s workforce has expanded from 30 to over 600 employees, showcasing the company’s ability to attract and retain top talent. This growth has been driven by two core principles: building the best team _ “talent at every level” – and maintaining an unwavering focus on client outcomes.
Brent elaborates on these principles: “Our standard is for every client to be a reference. Every revenue cycle or finance leader we serve has a story that we play a part in improving, and those stories are what separates us from our competitors.” This philosophy highlights RSi’s commitment to exceeding client expectations and becoming an essential partner in their success.
Another aspect of RSi’s growth strategy has been its approach to acquisitions. For example, the 2023 acquisition of Invicta Health Solutions significantly enhanced RSi’s capabilities in eligibility and enrollment services. These acquisitions, coupled with continuous investments in technology and infrastructure, have bolstered RSi’s service offerings and expanded their market reach.
Core Values Driving Success
Brent’s recently published book, “Let’s Go: How Core Values and Purpose Create a Business Journey Worth Making,” explores the importance of these principles in shaping RSi’s culture and driving both employee engagement and operational excellence.
RSi’s core values—Growth, Candor, Team-Greater than Individual, No ROI-No Spend, and No BCD (Blaming, Complaining, or Defending)—are not mere slogans but actionable principles that guide every aspect of the company’s operations. Brent explains, “We use these Core Values to measure and take actions in how we hire and train talent, serve our clients, and grow the business.” This dedication to values has created a workplace where employees are encouraged to take risks, pursue learning opportunities, and prioritize teamwork over individual recognition.
Award-Winning Employee Engagement
RSi’s commitment to its workforce is exemplified by the five 2024 Top Workplace awards they recently received. These awards, based on confidential employee votes, highlight RSi’s success in creating a supportive, engaging, and flexible work environment. Brent takes immense pride in these accolades, noting, “For RSi, incorporating personal wellness and several additional initiatives connected to organizational health have great value for our workforce.”
RSi’s employee engagement initiatives are both innovative and inclusive. Their virtual monthly staff meetings are lively productions featuring prizes, giveaways, and transparent updates on the company’s financial health. These meetings are more than just informational—they celebrate successes and foster a sense of community among the largely remote workforce.
Furthermore, RSi offers a range of wellness programs, from virtual seminars with a licensed psychologist to daily inspirational messages. Their unique initiatives, such as Trivia Thursday and Name That Tune Friday, add a fun, interactive element to the workweek, keeping employees engaged and motivated.
One of the most impactful initiatives is the SSC: Stop, Start, and Continue program. This involves executives having one-on-one feedback dialogues with employees every quarter, which employees describe as a “game changer.” These sessions provide a platform for open communication and have been instrumental in generating new ideas and creating a culture of continuous improvement.
Balancing Technology and Human-Centric Solutions
RSi leverages advanced AI-driven solutions to enhance quality, boost productivity, and accelerate processes. However, Brent emphasizes that technology is just one part of the equation. “It’s about the people behind the tech, their expertise, their approach to service, and their ability to evolve with the industry,” he notes.
RSi’s approach to technology involves seamlessly integrating advanced tools with human-centric problem-solving. By focusing on the expertise and dedication of their team, RSi ensures that their technological advancements translate into tangible benefits for their clients. This mix of innovation and individualized attention distinguishes RSi in the competitive RCM field.
Building Trust with High-Profile Clients
With nearly half of the top 50 largest health systems in the country as clients, RSi has established itself as a trusted partner in the healthcare industry. This impressive client roster is a significance of RSi’s ability to deliver exceptional results and build lasting relationships. Brent attributes this success to four key concepts: being an integral part of the client’s team, deploying maximal resources, aligning goals with clients’ objectives, and upholding their core values.
“Healthcare revenue cycle isn’t easy and we are here to be in trenches with a client,” Brent asserts. This immersive approach ensures that RSi delivers a greater ROI than their competitors and builds deep trust with their clients. By focusing on personalized interactions and aligning their goals with those of their clients, RSi has become an invaluable partner in their clients’ success.
Commitment to Data Security
In an industry where data security is paramount, RSi’s pursuit of SOC 1 and SOC 2 certifications underlines their commitment to safeguarding client information. These certifications go beyond mere compliance—they are integral to building trust and confidence with their clients. As Brent Rollins points out, “Achieving and maintaining SOC 1 and SOC 2 certifications and actually living these processes demonstrates a big-time commitment to data security and privacy.”
The rigorous standards required for these certifications ensure that RSi maintains the highest levels of security and control over sensitive healthcare data. While the process demands ongoing improvements and meticulous attention to detail, for RSi, it represents a crucial investment in reinforcing client trust and security.
Leadership and Cultural Integration
At RSi, the leadership team in Operations, IT, and Technology Integrations plays a crucial role in driving the company’s success. These leaders are not just experienced professionals but embody RSi’s core values and vision. “Our IT, Executive, and Operational leadership is stacked deep with industry tenured, growth-minded, and collaborative people who could work somewhere else but choose to work at RSi every day,” Brent proudly states.
This leadership ethos extends to how RSi integrates new employees into its culture. Brent highlights the importance of transparency and cultural fit during the recruitment process. “We are transparent about culture, expectations for performance, and the ingredients for long-term career success during the courtship phase of recruitment,” he explains. This approach ensures that new hires are not just skilled but also aligned with RSi’s values and mission.
Resilience in the Face of Challenges
The healthcare RCM industry is fraught with disruptions, but RSi has consistently demonstrated resilience and agility in the face of challenges. A recent major cyberattacks on a clearinghouse vendor posed a significant threat, but RSi’s team swiftly mobilized to mitigate the impact and reassure clients. “RSi’s internal operational, technical, and information technology leaders worked a lot of overtime to identify safe, secure alternate workflows,” Brent recounts.
This incident highlights RSi’s proactive approach to crisis management and their commitment to maintaining uninterrupted service. Their ability to tackle such disruptions effectively reinforces RSi’s reputation as a reliable and resilient partner.
Navigating the Future
As RSi looks to the future, Brent and his team have ambitious goals for the next five years. Their focus is on expanding service capabilities, growing their leadership team, achieving all client driven outcomes, and leveraging technology to make everyone even better. Brent’s vision is clear: “We are not trying to do 50 things. We are having success in a handful of key areas consistently.”
Navigating the challenges and opportunities in the healthcare RCM sector will require resilience, adaptability, and a steadfast commitment to their core values. RSi’s track record and Brent’s strategic leadership provide a strong foundation for continued success and growth.
RSi’s Four Pillars of Success
- We are NOT a partner. We are an employee, and we want to be your best team member.
- We deploy maximal resources. AI, bots, websites, and automated messaging do not replace person-to-person interactions, especially in the patient contact space where interaction is directly correlated to end-user ROI.
- Our goals are our clients’ goals
- Our Core Values guide our daily actions and decisions. We know by upholding these values, we can create a culture of excellence and drive success for both our team members and clients.
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