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Patient Engagement Strategies: How to Build Relationships Throughout the Engagement Cycle

Posted by Nordis on August 14, 2015

The phrase “patient engagement cycle” sounds complex — like something you need to manage on a day-to-day basis. However, the right technology can make everything a lot easier. It can help you take advantage of the various consumer touch points throughout the cycle to connect with the patient and keep the conversation going — to seek their feedback, to tell them about relevant products and services — even help them pay their bills on time.

 

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Here are a few key patient engagement strategies you can implement using Expresso, our industry-leading customer communications management platform.

 

Make a Good First Impression with Print Communications

These are the basics. The most essential communications — delivered the traditional way. In many cases, those explanations of benefits, billing statements and privacy statements are the first communications a patient will receive from you, so you’ll want to make sure they’re done right.

 

Also, it pays to see these communications for what more they can be — opportunities to extend your relationship and cross-promote services that will help speed up the revenue cycle. For example, with Expresso it’s easy to add cross-sell messaging to these communications, targeting patients who haven’t signed up for services like electronic delivery or online bill pay.

 

Grow the Relationship with Multiple Payment Options

Unless electronic payments are the default option at your business, it’s likely that your patients will send in their first payment by mail. But is that their preferred way to pay? You’ll never know unless you ask. That’s why it’s important to make sure they know what payment options and methods are available.

 

ExpressoPay by Nordis Technologies gives patients multiple ways to submit their payment. This includes setting up recurring, future or one-time payments, as well as options to pay by debit card, credit card, ACH (bank account) or IVR (touch tone phone).

 

Give Them an Opt-In to Stay in Touch  

Opt-in emails give your customers the opportunity to select the type of communications they would like to receive. This will help your business deliver more of what your patients want and less of what they don’t, increasing patient satisfaction.

 

Expresso can help you create and deploy these emails, while providing real-time analytics to help you gauge effectiveness.

 

Stay Top-of-Mind Triggered Communications

Reaching the right people at the right time with the right message takes work. But it’s also incredibly important, especially when it comes to maintaining and extending relationships with your patients.

 

Expresso makes this process easier by enabling you to create personalized, triggered communications. For example, if a patient hasn’t signed up for electronic delivery of their statements or if they have a bill that’s past due, Expresso can automatically send reminders via email or tell them about alternate payment options.

 

Expresso and ExpressoPay by Nordis Technologies work together to help you build and maintain relationships throughout the patient engagement cycle. Together, they offer a complete solution for businesses looking to speed up their revenue cycles, attract prospects and increase consumer loyalty. For more information, or to schedule a free demo, contact Nordis today.

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