Innovation seamlessly integrates automation with CSR-assisted payments to ensure secure payments over the phone
Livonia, Mich. (June 3, 2020) RevSpring, the leading provider of healthcare financial engagement and payment solutions, today announced the availability of an innovative new feature to enhance its recently introduced PersonaPay™ Customer Service Representative (CSR) portal. Assisted Payments provides a safe and secure mechanism for CSRs to take patient credit/debit card and ACH payments. RevSpring has integrated the capability to initiate payment capture via IVR, text or email within the PersonaPay CSR portal workflow to deliver a seamless patient experience.
“We’re tremendously excited about our new Assisted Payment integration because it greatly enhances payment efficiency and security for both patients and providers,” said Steve Callis, president of payments at RevSpring. “Not only does Assisted Payments mitigate PCI compliance risk in remote and office settings, it promotes first call resolution in the call center and increases convenience for patients with multiple payment options. All of this adds up to reduced costs for providers and improved payment rates.”
Assisted Payments eliminates PCI compliance risk because it bypasses the CSRs’ direct interaction with patients when processing card information, protecting patients’ privacy while conveniently and expeditiously fulfilling payment obligations.
The feature securely enables payment in one of three options based on the preference of the patient. For example, a CSR can send a patient an encrypted link via email or text to access the PersonaPay patient portal for a secure self-service payment. Or the CSR can connect a patient to the RevSpring IVR system where a patient can securely enter their card or ACH information. After completing the information entry, patients can be brought back to the CSR if there are any remaining questions or simply hang up.
Providing additional secure payment options increases payments and agent productivity. It also preserves a consistent experience for the patient by allowing secure payment options through automation on a single call.
RevSpring announced PersonaPayTM in March 2020. PersonaPay is designed to help healthcare providers precisely tailor the payment experience for every patient, ensuring consistency at every touchpoint, through every communication channel, to improve patient and provider outcomes. This, coupled with RevSpring’s full suite of digital patient engagement analytics, communications, and payments platforms, including merchant services with full settlement reconciliation, offers healthcare providers with a comprehensive patient communications and payments experience.
IVR Assisted Payments on a stand-alone basis is also available on any portal.
RevSpring leads the market in financial communications and payment solutions that inspire patients to pay. The company has built the industry’s most comprehensive and impactful suite of patient engagement, OmniChannel communications and payment solutions backed by behavior analysis, propensity-to-pay scoring, contextual messaging, and user experience best practices. Using proprietary data analytics to tailor the engagement from pre-service to post-service, we improve the financial experience and outcomes for providers and their patients. To learn more, visit revspringinc.com/healthcare.