November 29, 2022
Nashville, Tenn. (November 29, 2022)—RevSpring, the leading provider of healthcare engagement and payment solutions, today announced a new patient communications solution enabling bi-directional communication between patients and office staff and/or an automated agent. Conversations increases options for personal or automated communication to significantly reduce office call volume and improve patient engagement through OmniChannel communication access.
Conversations orchestrates incoming patient messages through a staff-facing messaging center, making it easier for healthcare providers to manage a higher number of patient interactions. Conversations can seamlessly transition from bot-led to staff-assisted interactions, allowing providers to maintain a balance between automation and hands-on personalization.
“We’re thrilled to introduce Conversations to the market to augment our suite of OmniChannel communication engagement tools with bi-directional capabilities,” said Howard Bright, CTO of patient engagement and analytics at RevSpring. “Enabling patients to dialog with providers using the device in their hand—anytime, anywhere—will help RevSpring customers bolster patient engagement while increasing satisfaction and loyalty.”
Research confirms that people prefer texting, with 78% of people expressing the wish to have a text conversation with the businesses with whom they interact. Conversations increases texting ease by routing incoming text messages through a messaging management tool. Staff are empowered to facilitate timely conversations and provide valuable resources to the patient using templated or ad hoc messages. Magic links connect patients to personalized actions in a few clicks, such as completing a check-in form or making a copayment. Message assignment can also be coordinated between staff and departments as needed.
Built on RevSpring’s leading Talksoft® platform, Conversations is seamlessly integrated across RevSpring’s solution set from preservice to payment, including appointment reminders, virtual check-in, and patient messaging. Conversations allows providers to send and exchange text messages across these applications from a consistent, trusted phone number, which becomes a valuable brand asset in other patient outreach.
“By leveraging the organization’s phone number for multiple communication options for the patient, messages will be more recognized, connected and trusted, which greatly increases the likelihood that patients will take desired actions,” added Bright.
The solution also eases staff demand by embedding artificial intelligence that enables Conversation bots to recognize intent, context and phrase variation common in natural human language. It can be used for a variety of use cases, including facilitating reschedule requests.
Conversations also helps reduce compliance risk associated with maintaining multiple SMS vendors by centralizing management of opt-out lists. In addition, patients can be automatically informed about HIPAA terms and acceptance before a dialogue occurs. Conversations saves this information in the patient’s messaging history to ensure proper documentation. With Conversations, both patients and healthcare staff experience communication that is secure, efficient and convenient.
RevSpring leads the market in patient engagement and payment solutions that inspire patients to participate in and pay for their healthcare. 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 preservice to post-service, RevSpring improves the patient experience and outcomes for providers and their patients. To learn more, visit revspringinc.com/healthcare.
The Harbinger Group