How Healthcare Revenue Cycle Leaders Make Patient Bills More Engaging

Nobody likes to get a bill, but leading healthcare revenue cycle companies and their provider clients are taking steps to make the process of receiving and paying medical bills as painless as possible.

And for good reason: Patients satisfied with medical billing are five times more likely to recommend the hospital than those who were not, 82% vs. 15%, according to a Connance survey of healthcare consumers.

As often the last part of the patient journey, the billing and payment process can make or break the overall experience. A TransUnion Healthcare survey of insured consumers found that people who had positive billing and payment experiences with their providers gave higher marks for care received than patients who had issues with their billing. 

To support the growing strategic focus on communications and payments as a critical part of the patient experience, Convergent Revenue Cycle Management, TeamHealth and Sutherland Healthcare are among the healthcare leaders that are adopting customer communications management (CCM) technology. Doing so gives RCM companies, and the providers they service, a robust, easy-to-use and flexible platform for organizing and executing patient communications.

How CCM Software Works

CCM software lets users create, modify, secure approvals, distribute, track and generate reports on print and electronic patient statements, letters, and other communications quickly and easily from their desktops.

The technology lets you build and organize your own content library with text, photos, logos and more, plus develop document templates for various communications programs. Once configured, users simply upload a data file and dynamically merge all the elements to customize and personalize each letter, statement, email and other patient correspondence.

The Benefits to the Healthcare Revenue Cycle

The control and flexibility from CCM technology means:

  • You can ensure bills are accurate and customized
  • Onboarding new facilities takes just days instead of weeks or months
  • Compliance updates are accomplished with just a few clicks
  • Adjusting to new business requirements is fast and easy
  • Communications and brand identity are standardized

“Considering the pace and competitive nature of this industry, I need to be in control. Waiting on someone else does not work,” says Brian Smith, Statement and Letter Manager for Convergent Revenue Cycle Management, which produces more than 3 million patient documents a year.

Both providers and patients benefit when RCM companies take control of their communications process. If you’d like to learn more, check out the Convergent Revenue Cycle Management case study. Or set up a meeting with us at HFMA’s ANI from June 25-28 or send us an email for more information at

About the Author

Rich leads Nordis Technologies’ sales and client relations teams and is responsible for revenue growth and client retention. He’s been integral to the company’s fast growth, doubling sales since 2010, and playing a key role in developing new products including ExpressoPay, ExpressoVote and ExpressoArchive. An expert in communications management, financial engagement, production execution and cost optimization, Rich uses his experience to assist customers dramatically improve their communications and payments operations and achieve key objectives. He is a member of the Healthcare Financial Management Association.