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66%
Reduced No-Shows & No-Gos
92%
Reduced Post-Op Calls
82%
Readmission Reduction
78%
Enrollment Response Rate
Auburn Community Hospital Drives 91% Patient Reach and 30% Click-Through to Payment with Dialog
Health’s Smart Links
Auburn Community Hospital’s Central Billing Office (CBO) increased patient engagement and collections by deploying Dialog Health’s advanced short link technology—resulting in a 91% reach rate and thousands of payment clicks in just 90 days.
13,755
Eligible Messages Sent
12,532
patients reached (91% reach rate)
3,740
patients clicked on a unique link
THE CHALLENGE
Collecting Past Due Balances is a Persistent Challenge for Healthcare Organizations
Manual phone calls and mailed statements are time-consuming, costly, and often yield low engagement and poor ROI. By partnering with Dialog Health, Auburn Community Hospital implemented an efficient, measurable way to prompt patients to pay outstanding balances while offering easy access to financial assistance resources.
THE SOLUTION
Since September 2022, Auburn Community Hospital’s CBO has partnered with Dialog Health to send text messages to patients with past due balances. In July 2025, Auburn enhanced its outreach by deploying Dialog Health’s new short link technology, enabling both general tracking and unique person tracking for actionable insights.
THE RESULTS
Dialog Health’s experts implemented a two-pronged short link strategy which didn’t just provide technology—they worked closely with Auburn Hospital to implement best practices and monitor performance. This partnership style ensures clients get technology AND guidance, not a “set and forget” solution. This looks like:
13,755 eligible messages sent
12,532 patients reached (91% reach rate)
30% unique link click rate (3,740 patients clicked)
3,740 patients clicked on a unique link 4,775 times
1,035 patients clicked multiple times (28%)
5,276 total clicks (including 501 general link clicks)
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