REVENUE CYCLE MANAGEMENT
REVENUE CYCLE MANAGEMENT SOLUTION: HIPAA-COMPLIANT, AUTOMATED AND TWO-WAY PAYMENT COMMUNICATION
Dialog Health's HIPAA-compliant, easy-to-use texting solutions automate communications to patients about their financial responsibilities, balance due notices, and other payment requests. Proven RCM strategies that achieve better financial outcomes with less work.
Increase revenue
Decrease A/R
Save staff time and reduce expenses
Send payment links patients trust
Improve patient satisfaction
Real-time reporting and analytics
Trusted by leading healthcare organizations.
PATIENTS OWE MORE THAN EVER - AND COLLECTING IT KEEPS GETTING HARDER
Calls go unanswered, statements sit unopened, and portals demand a login nobody remembers - every extra step lowers the odds you get paid. Texting meets patients where they already are: a message gets read in minutes, one tap opens your secure payment portal, and questions get answered right in the thread.
98% - SMS open rate
200%+ - higher response rate than phone calls
9 days - average time to payment, down from ~20
OPTIMIZING HEALTHCARE REVENUE CYCLE WITH TEXT MESSAGING
Increase Revenue
Texts get opened and paid fast - more balances collected, fewer written off.
Trusted Payment Links
Secure, trackable links open your existing payment portal. Patients tap, view, and pay.
Decrease A/R
Automated reminders shrink aging balances. One ASC cut patient A/R 54% in six weeks.
Happier Patients
Patients find a text less hassle - and more welcoming - than a phone call.
Cut Costs & Workload
Replace mailed statements and outbound calls with texts that send themselves.
Real-Time Analytics
AnalyticsPRO shows who paid, who clicked, and exactly who to follow up with.
CASE STUDY
REDUCED A/R BY 54% REAL RESULTS
Proof from a high-volume ASC
Chasing past-due patient balances was expensive and slow - staff placed repeated calls and mailed letter after letter, and the facility still carried $110,000 in outstanding patient accounts receivables. Already using Dialog Health for appointment communication, the ASC added payment-due messages to the same two-way platform, each one carrying a link to its payment portal and a number patients could call with questions.
$110,000 in patient A/R before texting
$48,000 balance after six weeks - a 54% reduction
Every message included a payment portal link
Staff time returned from outbound calls
Direct texts did what repeated phone calls and mailed letters could not. Dialog Health is healthcare's leading conversational texting software.
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BUILT FOR THE TEAMS RESPONSIBLE FOR GETTING PAID
Dialog Health's HIPAA-compliant texting scales across the entire enterprise, serving:
Hospitals & health systems - enterprise-wide balance and co-pay communication
Ambulatory surgery centers (ASCs) — the exact setting behind our 54% A/R case study
FQHCs - accessible, multi-language payment outreach
Billing / revenue cycle teams & call centers — direct texting that replaces manual dialing and mailing
Typical users: revenue cycle teams, billing and collections staff, call-center agents, patient financial services, and administrative staff.
FREQUENTLY ASKED QUESTIONS
How does texting actually improve RCM and collections?
Texts get read - around 98% of the time - and patients can pay in a single tap instead of finding a checkbook, a stamp, or a forgotten portal login. Payment links sent by text see dramatically higher engagement than the same links by email, and a large share of patients pay within minutes of the first message. Adding text notifications to your existing statements has been shown to cut average time-to-payment from roughly 20 days to about 9. The result: faster cash, lower A/R, and less manual chasing.
Is texting patients about bills HIPAA-compliant?
Yes — when it's done correctly, and Dialog Health is built for it. From hosting and storage through processing and transmission, the platform adheres to HIPAA, SSAE, TCPA, CTIA, and SOC II standards. The key practice is the “minimum necessary” rule: your payment texts don't need to contain any protected health information. A compliant balance reminder says a payment is due and links to your secure portal - it never includes a diagnosis, procedure, or detailed account information.
What can and can't be sent in a payment text?
Can: your practice name, the patient's first name, a general note that a balance is due, a secure payment link, a phone number for questions, and opt-out instructions. Shouldn't: diagnoses, procedures, clinical details, or anything that reveals a specific health condition. Sensitive detail lives behind the authenticated payment portal the link points to - not in the message itself.
What about TCPA, consent, and opt-in / opt-out?
Under the TCPA, communications strictly for treatment, payment, or healthcare operations - such as billing and balance reminders - generally require prior express consent (typically satisfied when a patient provides their mobile number for that relationship), not the stricter written consent reserved for marketing. Every initial message includes clear opt-out language such as “Reply STOP to opt out.” As of the FCC's April 11, 2025 rule, patients may revoke consent by any reasonable method, and requests must be honored promptly. Dialog Health tracks opt-ins and opt-outs at the patient level to keep you compliant.
Are the payment links secure?
Yes. Dialog Health uses its proprietary short-link technology (DH Links), which lets you control and track each link and see who clicked. The link routes patients to your own secure, mobile-optimized payment portal - best practice is a page that requires no login or app download and offers guest checkout - so sensitive payment details are entered in a protected environment, never in the text thread.
Does Dialog Health process the payment, or link to our existing portal?
Dialog Health is a communication platform, not a payment processor. It sends the secure, trackable text and the payment link - and patients pay through your existing payment portal, exactly as the ASC in our case study did. That means you keep the payment system, merchant relationships, and reconciliation you already trust, and simply add the fastest, most-read channel to reach patients.
Will it integrate with our EHR, PM, and billing systems?
Yes. The platform is integration-agnostic and designed to enhance the technology you already use, including Epic, Cerner, Greenway, ModMed, NextGen, Meditech, and Athenahealth, plus ASC systems and payment platforms. It accepts CSV, HL7, XML, and JSON over UI, sFTP, or Web API, and keeps your data securely in sync so balances and contact details stay current.
How long does implementation take, and is it hard to set up?
It's fast. Dialog Health is cloud-based - no hardware to buy and no app to download - and runs on the computers, laptops, and tablets you already have. The self-service console lets your team build automated payment workflows without coding, using best-practice healthcare templates. Most teams are up and running quickly, backed by a client success team that guides implementation and go-live.
How does two-way texting work, and how do staff handle replies?
It's true conversational texting. When a patient replies with a billing question, the conversation stays in one thread your billing staff can pick up and respond to - with pre-written responses or free-hand replies. This matters because confusion is the number-one reason patients don't pay; resolving it in real time turns a stalled balance into a completed payment. (Best practice: make sure trained billing staff are available to respond during your texting windows.)
What reporting and analytics do we get?
AnalyticsPRO provides real-time delivery receipts, click tracking, reply and opt-out data, message history, and campaign comparison/A/B testing - all exportable. Your revenue cycle leaders can see which balances are being paid, which patients clicked but didn't pay, and where to focus follow-up, and can report ROI with hard numbers.
What kind of results and ROI should we expect?
Results vary by organization, but Dialog Health's clients have seen a 54% increase in cash flow and a 21% year-over-year decrease in A/R balance, and texting drives a 200%+ higher response rate than phone calls. In our featured case study, an ASC cut outstanding patient A/R from $110,000 to $48,000 in six weeks. You also save on the $3–$7 cost of every mailed paper statement and reclaim the staff hours spent dialing and mailing.
Who is this built for?
Hospitals and health systems, ASCs, specialty and physician practices, FQHCs, and billing/revenue cycle teams and call centers - anyone responsible for collecting patient balances. The platform scales from a single practice to enterprise health systems.
What's the pricing, and how do we get started?
Pricing is tailored to your organization's size and use case. The best next step is a quick, no-pressure demo: we'll show the platform in action and map it to your RCM workflow. Schedule a 15-minute chat and see how much faster your patients can pay.
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