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Self-Serve Future: Tech And The Shaping of Patient Experience

January 31, 2023

We all know that healthcare debt can happen to anyone (especially in today’s market where high deductibles are becoming the norm). It’s not a reflection on a person’s character or decision-making; no-one sets out to get sick and rack up medical bills. But for many people it’s an uncomfortable position to be in, and talking about it is embarrassing. With living expenses at historic highs and the impact of the Covid-19 pandemic, more and more people are finding themselves in this situation, and healthcare providers are struggling to collect on past due accounts.

Revco Solutions can help healthcare providers collect more revenue while offering a more positive patient experience through the use of technology. We pride ourselves on maintaining positive relationships with patients while helping them find workable solutions to satisfy their financial obligations to our clients.

Convenient 

Fortunately, modern technology can make payment reminders and making payments more convenient and less awkward for patients. Smart phones have dramatically changed the way most people do business. In the past, if an account was more than 90 days past due, a phone call was the best way to get a response from the patient. Nowadays, however, most people let calls from unknown numbers go to voicemail before deciding whether or not to respond. Sending politely worded email or text reminders that contain a link to self-service payment options has proven to be much more efficient and patient friendly. Since patients see text or email as less adversarial, they are more likely to respond.

While using email and texts greatly reduces the number of calls needed, it doesn’t entirely eliminate the need for them. When a phone call is necessary, our call center representatives are monitored through the use of speech analytics technology ensuring that the patient experience is protected to the highest level of ethical and customer service expectations. This enables us to work with patients to find a solution that works for them while keeping costs low for our clients by reducing the number of additional billing notices being sent. 

Efficient

Experts are predicting that the number of patients with healthcare debt is likely to surge in the near future. As inflation continues to eat away at patient resources, high unemployment levels and work disruptions, due to quarantines and illness, combine to create a perfect storm of financial difficulties.

When patients are struggling to meet even the most basic needs of their families, they are less likely to pay other outstanding debt. This rise in the volume of patients struggling to pay creates a need for more call center staff, which may not be financially feasible or practical. Technology enables us to increase the number of emails, text messages, and calls each of our call center representatives can handle per day and decreases the need to hire additional staff at a time when financial resources are limited.

Our integration of multi-channel communication technologies in the hands of our highly trained call center staff is the secret to our success–and our success is your success! Contact us to learn more about how we combine technology with compassionate patient centered solutions to produce results that make a difference for our client partners.

Affiliations Audits & Achievements

  • HFMA: Healthcare, financial, management, association
  • AAHAM: American Association of Healthcare Administrative Management
  • ACA International

Revco Solutions Locations

Durham, NC (Corporate Headquarters)

2700 Meridian Parkway
Suite 200
Durham, NC 27713

Oradell, NJ

800 Kinderkamack Rd
Suite 206 North
Oradell, NJ 07649

Jacksonville, FL

7016 AC Skinner Parkway
Suite 160
Jacksonville, FL 32256

Dewitt, MI

1161 E Clark Road
Suite 240
Dewitt, MI 48820

Dayton, OH

6450 Poe Ave
Suite 301
Dayton, OH 45414

Columbus, OH

250 E Broad Street
4th Floor
Columbus, OH 43215

Omaha, NE

5807 N 102nd St
Omaha, NE, 68134

Indianapolis, IN

3850 Priority Way South
Suite 114
Indianapolis, IN 46240

Austin, TX

Financial Corporation of America (FCOA)
A Revco Management Company
12515 Research Blvd., Suite 200
Austin, TX  78759