Improving Patient Experience Through Mobile-First Solutions and Custom Workflows

Since the start of the COVID-19 outbreak, the healthcare industry has had to adapt to closures, adopt automated processes and utilize telehealth more than ever before. Providers have been inundated with patient messages, phone calls and payments; in need of mobile-first solutions and custom workflows.

Relatient, a SaaS-based patient engagement company, helped University Physicians’ Association (UPA) to revamp its patient billing process for medical practices across East Tennessee, streamlining revenue cycle management (RCM) operations and extending a patient-friendly financial experience to patients and caregivers. The result was a 43% increase in patient payments with mobile-first billing.

Flexibility is key to meeting patient needs, and Relatient granted UPA the ability to extend self-service tools like mobile payments to the majority of patients who want this kind of access without neglecting those who still prefer to interact over a phone call. In addition to Relatient’s work with UPA, there are many other simple, practical ways to improve the patient experience.

Connect through Technology 

Telehealth allows for safe, remote care and eases up a doctor’s busy schedule, providing the patient the time they need with their doctor to get all of their pressing health questions answered.

In fact, the more advanced the telecommunications technology, the easier it is for physicians and their patients to set appointments. For instance, Relatient two-way patient chat reduces phone tag frustration. Doctors get notified when a patient responds to an automated message and wants to talk. Programs like this also make it easier for a patient to respond to a reminder about an appointment, or to notify the doctor if they’re running late.

Actively listen

Ensuring the patient feels seen and heard, especially when communicating through virtual appointments, is crucial.  Actively listening and taking the steps needed to minimize disconnects improves patient satisfaction and takes precedence during this time of uncertainty when patients need extra support from providers.

Educate Patients on Hybrid Care

While Telehealth provides the option for virtual care, in-clinic medical appointments are still situationally necessary. Enter the hybrid care model that combines both forms of care, minimizing exposure while ensuring patient needs are met.


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