Hot ideas you don't want to miss...only for Epic clients

Epic customers expect breakthrough innovation and solutions that continuously propel your operations forward. RevSpring shares those key values. That’s why your exclusive Epic Hub includes a monthly look at what we’ll call “hot ideas” – information that empowers you to know more, manage better, and engage in more meaningful ways with your customers.


Intelligent Patient Engagement

Start your patient engagement strategy with intelligent reminders that surround the patient encounter with fluid engagement touchpoints. Consider the following areas that integrate with your Epic environment:

  • Appointment Reminders: Intelligent, tailored, and automated via phone, text, and email
  • One-Question Survey: Gain a quick view of the patient’s encounter experience
  • SMS Auto Responses: Validate the patient’s response with an automated receipt
  • On Demand Messaging: Easily send custom messaging regarding office closures or other alerts
  • Just in Time Messages: Automatically send a message several hours before the appointment, such as a copayment collection option
  • Survey + Messages: A robust post-visit survey, with specialty specific questions
  • No Show Messages:  Create a reschedule opportunity for patients who did not attend their appointment
  • Two-Way Messaging: Communicate securely with the patient, initiating the conversation from an encounter message appointment reminder

RevSpring would love to help make your patient engagement more engaging. Let our experts help complete your Epic solution by incorporating these options to provide intelligent patient engagement that delivers results.


Complete Your Epic World with Proven Payments Integrations

65% of Epic customers also use RevSpring. No matter where you may be on the Epic integration continuum, RevSpring has a payment solution that makes sense for your unique workflows.  We leverage a full suite of integration touchpoints for taking payments using MyChart or Hyperspace.

Check out our infographic which gives a side-by-side comparison of payment integration options and things to consider when making a payment integration decision. The goal is finding the integrated payment option that will work best for you to increase yield and user satisfaction for your organization.


A Payment System that Never Sleeps

Many healthcare organizations are struggling with a lean staff. Increase payments while alleviating pressure on your staff with RevSpring’s IVR Advantage. IVR Advantage allows you to take unlimited payments 24/7 and eases inbound payment calls by 20%. The cherry on top is that all payments are seamlessly posted back to your Epic system.

How does it work?

When a patient calls into your payments phone line, they are greeted with an automated attendant to verify their identity, enter an account number, and access current account balances and real-time payments using credit and debit cards or electronic check. Payments are then automatically posted into Epic and available for viewing immediately by your staff and patients.



Necessity is the Mother of All Innovation

As the saying goes, “Necessity is the mother of all innovation.”  In March of 2020, the RevSpring payments team needed a viable way to help our customers take secure payments when working from home.

Enter Deviceless Payments, a secure way to eliminate payment devices either at home or in the workplace when interacting with the patient’s credit/debit card or banking information over the phone.

Providers using Epic Hyperspace can seamlessly launch deviceless payments by quickly sending the patient a direct encrypted link via email or text. The link launches a payment page which allows them to complete the payment transaction. CSRs also can accept payments over the phone using RevSpring’s SafeMode, which allows patients to privately enter their credit card or ACH information with the DTMFs and payment information completely masked from the CSR and never crossing your network.

The best part is that these payments are then posted back into Epic in real-time, reflecting current payments and balances. Using RevSpring’s Deviceless Payments has allowed customers to save tens of thousands to millions of dollars on device maintenance and upkeep, depending on the size of the device operations.

View our infographic to understand how Deviceless Payments can help your organization collect more payments.



Giving Patients the Self-Service Options They Desire

Self-serve consumerism is a part of everyday life. Your patients are accustomed to accessing information, ordering items, and making payments without any other human interaction. Why would this behavior change when interacting with a healthcare organization?

One big self-serve area to explore is fulfilling patient responsibility payments. There are a number of technology options that can both meet patients how they wish to interact and alleviate some of the stress your stretched staff resources feel. The best part is that these all interact with your Epic solution.

Interactive Voice Response (IVR): Offload 25-30% of your call center payment calls by using a healthcare oriented IVR solution. It’s available to your patients 24/7/365 making it the ultimate self-service tool and we see 75% of inbound IVR calls result in a payment. Once a payment is made, it can be posted automatically into your Epic solution.

Online Portal: Providing patients access to making payments right within MyChart, is an easy solution for self service payments. Using the right payment gateway provider, you can complete every transaction without a patient leaving MyChart and the transactions are automatically posted back into Epic as your record of truth.

Self-service is here to stay. Make sure you are interacting with your patients in a way that best suits them. It can save your team for more complex interactions and fulfills your patients’ expectations.

Use the Know Me Approach with Epic

RevSpring’s Predict for Epic scores use a broad blend of data and dynamic modeling techniques designed to increase the precision of your patient insight. You can be confident that you are matching the best payment option to the needs of each of your patients individually.

By applying demographic and behavioral data to your patient information, you can better understand the probability that they can and will pay their responsibility. It also gives insight into whether they might qualify for financial assistance, curbing the likelihood of accidentally placing them on a bad debt track.

One thing that we have learned is not to use scores where the model includes credit scores. That model misses any patients who may not have credit scores or those who have a more non-traditional financial situation. It also can potentially cause their credit score to get hit when the model runs, which is not advantageous to patient satisfaction.

In addition to typical scoring post service – there are options within Epic to get this same intelligence pre and point of service. An example is our integration within Hyperspace where a staff person can access patient propensity to pay or financial assistance scores.  Knowing this information up-front can greatly assist your staff interactions with patients.

With all of this intelligence, you are able to further treat patients’ financial journeys individually leading to better payment outcomes.


RevSpring Announces Epic Willow Payment Integration with SIGIS IIAS-Certification

RevSpring’s new merchant services integration allows pharmacies to seamlessly take, process and reconcile payments without ever leaving Epic.

RevSpring’s Willow integration tracks the percentage of non-medical purchases within the same transaction as a pharmacy sale. Transactions are automatically categorized into non-medical versus medical and the SIGIS IIAS-certification eliminates the need to annually apply to prove IIAS compliance.

Read our announcement for more details on this exciting new integration.



Three Frictionless Ways to Enhance Your Payment Environment

You Epic investment is significant enough to make sure you get the most out of every feature. Payments is no exception.

RevSpring is hosting an educational webinar where we explore three areas where you can further enhance your patients and staff payment experience in Epic without creating the integration friction:

  1. Personalize every patient’s payment experience by instilling a “know me” approach. The more you can proactively know about each individual patient on their ability to pay, the more apt a patient is to act. How do you know the right payment option to offer? We’ll show you.
  2. Create a seamless self-payment environment all within MyChart. You need a flexible gateway solution that gives your patients a seamless digital payment experience within MyChart. Leveraging the Epic External Payment Page means patients never leave Epic to make a payment. We’ll show you the features and benefits of using the External Payment Page.
  3. Leverage an innovative deviceless payments strategy without ever leaving Hyperspace. Enable CSR and Point-of-Service personnel to take patients’ credit card and ACH payments. Integrated seamlessly within Epic’s Open Credit Card Framework, Deviceless Payments can initiate payments via phone, text, or email, mitigating PCI compliance risk by bypassing direct interaction with the patient when processing card or banking information.

RevSpring recently hosted an educational webinar on how you can further enhance your Epic payment environment to improve patient engagement and staff satisfaction without any friction.



Interoperability: Making Things Work Together

We often communicate about the value of a smooth, efficient and integrated patient experience. Not surprisingly, these same qualities are just as important for healthcare providers working with multiple vendors. No matter how many service providers you may engage, one seamless and efficient workflow always should be the result.

Learn more about RevSpring’s philosophy and approach to creating solutions that fit existing Epic workflows—without increasing the burden on your busy IT operations—by reading our guide Interoperability by Design.



Unlock Digital Doorways for Your Patients

Healthcare demands engaging patients how they prefer—and—driving results. Luckily, Digital Doorways powered by RevSpring let Epic users do both!

Digital communication, combined with targeted applications, automation and predictive analytics, is accelerating the advancement of patient-centric digital doorways that are key to better financial results for providers.

Digital doorways align perfectly with the needs of patients for communication and financial engagement that is convenient and flexible. Some are calling it a “digital front door,” which most typically refers to a marketing effort aimed at building a provider’s brand identity. At RevSpring, digital doorways for Epic users are more comprehensive. They encapsulate a holistic and connected approach to patient engagement, with tremendous benefits for patients and providers alike.

Most importantly, digital doorways can improve patient engagement no matter where a patient—or healthcare provider—happens to be today in their adoption of digital solutions.

 Digital Doorways can include:

  • Patient Outreach
  • Automated Appointment Reminders
  • Digital Patient Intake
  • Patient Satisfaction Surveys
  • Digital Payment Options

The true power of digital doorways lies in the strategy that connect them, ensuring that providers are able to generate best responses and highest rates of return.

The keys to unlocking such a strategy? Advanced analytics and smart automation that allow providers to act on data and make changes to patient engagement in real time.

Read our guide to learn how you can make Digital Doorways a part of your patient engagement strategy.



Hear from a Peer: How a Major Health System in South Texas Improved Patient Payments with RevSpring Solutions in Epic

“The results we have (achieved) with RevSpring are almost three-fold what we were bringing in. It’s amazing. You can see month-to-month, how many payments are being taken without (patients) talking to my staff. . . More than half of the payments. . . are going through IVR or through MyChart. That leaves my team more time to talk about real issues.”

Those are the comments of Steven Ballard, supervisor of Patient Financial Services at UT Health San Antonio, who shared his organization’s story in a short, recorded interview. He described UT Health’s experience with patient financial engagement using RevSpring solutions—including IVR Advantage™ and PersonaPay™ for Patient Self-Service—and how this has driven dramatic improvements in patient payments, including:

  • Three-fold increase in monthly payments
  • Fifty percent of payments are now self-serve
  • Convenient text messages drive payments directly into MyChart

“[RevSpring] integrated into MyChart (provides) the ability to take payments through there. I think that opened it up to the computer generation that really likes to do things online and on their own. That’s where the most of our growth has come from, through MyChart, and it is very much welcomed,” Steven added.

Check us out in the Epic App Orchard

IVR Advantage provides an inbound IVR with high quality digital recording that gives patients additional payment channels 24 hours a day, without having to talk to an agent. Seamless integration with Epic provides access to real-time account balances and direct posting back into Epic. Payments are tokenized, allowing payment plans as an option, greatly reducing the PCI scope for your organization.

With PersonaPay™ for Patient Self-Service, RevSpring also offers an external payment page that allows your patients to make payments through MyChart—greatly reducing the PCI scope for your organization. Patients enter payment information directly into the RevSpring payment page, which integrates seamlessly within MyChart, so PCI data never passes through MyChart servers.

PersonaPay enables higher financial results through data, empathy and payment expertise—all seamlessly integrated within the MyChart experience. Leveraging behavioral analytics and scoring behind the scenes, PersonaPay enables each individual patient to pay precisely what they can when they should from anywhere. Whether it is a payment in full, a prescribed payment plan, behavioral discounts or financial assistance, PersonaPay offers an easy way to set-up and manage self-serve payments, electronic statement delivery and payment preferences.

If you haven’t already, take a few minutes now to hear how these solutions were seamlessly integrated into the payment systems at UT Health and the Texas-sized benefits they enjoyed as a result!



IVR Advantage Improves Quality of Patient Information Within Epic

RevSpring is delighted that our IVR Advantage™ outbound solution is now fully integrated with Epic—joining our already integrated inbound IVR solution—so you can efficiently execute outbound communications and seamlessly update account notes for patients with Epic instance. In fact, you can run entire outbound campaigns without any administrative effort!


The beauty lies in its ability to make things simple for your team.


RevSpring’s proprietary outbound IVR solution automatically updates account notes for each specific patient in Epic based on the call result, including important details like call status and result.


Not only does this improve the quality of your patient information, it frees your staff to focus on more challenging tasks. The integration also allows staff to quickly identify when a patient was called and to see the type of communication a call involved.


The results speak for themselves.


Increase collections with a simple outbound campaign and watch the money roll in: 6 percent of balance reminders that go to voicemail result in a payment within two days.


Don’t hesitate.


RevSpring is trusted by more than 160 Epic customers today. Our precise, end-to-end solutions extend the value of your patient financial engagement and payment solutions. Check out this customer story to learn more about the power of IVR Advantage to reduce demand on call center staff while driving patient engagement in meaningful ways.



Enjoy peace of mind with payment security in Hyperspace

Epic Hyperspace users enjoy peace of mind while others worry about PCI scope when taking digital payments.

Their secret?

RevSpring’s certified payment devices, which are seamlessly embedded in Epic Hyperspace and provide ultimate security. And there’s an added bonus: no more concerns about how to integrate devices into Hyperspace with our flexible and convenient point of service and back-office payment processing solution that greatly reduces PCI scope.

Convenience means front-end staff can easily process payments at the point of service and business office professionals can efficiently process payments over the phone with a manual device keypad.

Payment devices from RevSpring offer you:

  • Credit card device support
  • P2PE (point-to-point encrypted) device payment processing
  • EMV device processing
  • PCI compliant solution, reducing your PCI scope
  • NFC contactless payments
  • Multichannel Tokenization support

Download our brochure to learn more!



Achieve Price Transparency compliance

The federal government’s Price Transparency rule for hospitals is now a reality, but as many hospitals struggle to meet the requirements it’s a case of “reality bites.”

Fortunately, there’s a cure and it’s painless to boot—especially for Epic customers!

RevSpring, which is integrated with the Epic HIS system, offers a streamlined method for complying with the Price Transparency rule through an easy-to-use online price shopping tool:

  • Embedded on your own website
  • Provide clarity to empower patients
  • Encourage patients to say “yes” to needed treatment and services

Coffeyville Regional Medical Center (CRMC) recently implemented RevSpring’s price transparency services. “These tools allow us to prepare patients for costs in advance. We are able to have conversations about costs, and if we learn they can’t pay it all, we can offer assistance through payment plans or even charity when appropriate. I also think this will allow us to collect more dollars upfront while continuing to provide the care that is needed,” explains CRMC director of patient financial services Shannon Uhrmacher.

CRMC—and other hospitals and health systems that meet, and even exceed, the price transparency rule—will be in a strong position to give patients more options, more choices, and more knowledge to prepare them for their financial responsibilities, which patients will reward with loyalty, more timely payments, and referrals.

Read more about the Price Transparency compliance strategies at CRMC.




Provide the best patient financial experience

Empower patients to pay precisely what they can, when they should, from anywhere. It’s possible with the new PersonaPayexperience, seamlessly integrated within Epic MyChart and Hyperspace. Many of our Epic clients are experiencing enhanced financial results including:

  • A 29 percent increase, on average, in their collection rate as more patients pay their bills or pay a bigger percentage of balances due.
  • A 15-30 percent reduction in print and mail costs.
  • A 20 percent year-over-year payment lift.
  • A substantial capital expense and operating expense savings—between $250 thousand and $1 million (depending on size of organization)—on new or maintained payment devices.
  • A 67 percent improvement in receiving payments in 3 days or less after receiving a statement.
  • A 50 percent increase in customer self-service resulting in more time for customer service reps to work on other issues.

Adding this portal capability doesn’t have to be difficult. A large Southwestern healthcare organization is further enhancing their Epic investment with PersonaPay and a personalized “know me” approach.

“I’m excited about what’s happening within MyChart with the PersonaPay integration—that’s where the patients can have all the magic at their fingertips,” — Vice President, Revenue Cycle Operations, large Southwestern Healthcare Organization

Read their story to learn how they initiated a personalized payment approach for each payment.


Accept payments 24/7 and verify transactions in Epic—in real time

RevSpring manages more than 25 million calls and 6 million IVR transactions annually. Our deep experience enables our customers to accelerate revenue cycles with our industry-leading call conversion rate and end-to-end data intelligence.

IVR Advantage™ integrated with Epic offers a safe, reliable, and secure payment solution for patients who don’t prefer speaking with an agent, or who need to make payments after normal business hours. Epic customers can offload up to 30 percent of inbound calls. And inbound calls result in payments up to 75 percent of the time. IVR Advantage leads to faster transaction times and lower overhead, all the while enhancing your Epic investment.


External Payment Page

Accepting patient payments is a challenge without the right tools. RevSpring’s External Payment Page creates a secure bridge for MyChart users to make payments. The External Payment Page includes reporting tools that allow your organization to aggregate payment and transactional details from multiple sources, including sources outside of Epic. Another plus: payment performance data that makes it easy to understand financial outcomes.

  1. Patients simply enter their payment information directly into the RevSpring External Payment Page without ever leaving MyChart.
  2. The External Payment Page is seamlessly integrated within MyChart so that PCI data never passes through your MyChart servers – mitigating your PCI scope and responsibility.
  3. We tokenize payment data to provide patients with the convenience of storing payment methods for quick and easy future payments, removing the need for your organization to store or expose sensitive payment data.


COVID-19 Vaccination Resources

Talksoft® from RevSpring is a pre-service messaging solution that enables providers to complement MyChart capabilities you already have – seamlessly integrated with appointment schedules in Epic. As vaccination programs roll out across the nation, there’s no better time to consider these capabilities.

Extend your Epic workflow with patient communication to fit the needs of your COVID-19 workflows.

Vaccination Appointment Reminders

Remind individuals of their vaccination appointments (first and second doses) through phone, text, and/or email and allow for confirmations and reschedule requests. Include instructions for where to go, what to bring, and what to expect. Reminders are connected directly to Epic appointment schedules, and reminder results are integrated to view within MyChart. Our bi-directional data feed is Epic App Orchard validated.

Broadcast Messages for Vaccine Clinics and Dosage Availability

Create broadcast messages for updates on vaccine availability. Custom phone, text, and email messages can be delivered to any list of contacts, uploaded or selected from the existing appointment schedule. You can use Broadcast to notify waitlisted patients if extra doses are available and communicate vaccine availabilities and clinics as states and communities move through waves of vaccine candidates.



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