Patient engagement and billing are central to efficient operations and financial success in today’s healthcare landscape. During a recent webinar, ImagineSoftware’s Director of Revenue Cycle Strategy, James Chasteen, introduced ImagineEngagement, a powerful, technology-driven solution designed to optimize the billing and collections process. Here, we’ll walk through the key highlights and features of ImagineEngagement, from automated pre-billing and personalized payment options to innovative discounting strategies and real-time reporting.
Simplifying the Pre-Billing Process: Automation from the Start
ImagineEngagement begins working well before a bill reaches the patient. According to Chasteen, pre-billing services help ensure that patient data is accurate and optimized for billing. ImagineEngagement validates patient eligibility, confirms addresses, and even integrates financial aid information for those who qualify. This approach minimizes potential errors and delays, improving both patient satisfaction and financial outcomes. One standout feature is Imagine’s ability to score patients based on their “ability to pay.” Unlike conventional credit scores, this score focuses specifically on the likelihood of payment for medical bills, drawing on both the patient’s lifetime billing history within Imagine and external financial databases. This data-driven scoring helps providers engage patients in ways that reflect their financial capacity and historical payment behavior, ensuring a more tailored and supportive approach to billing.
Enhanced Digital Payment Options for a Seamless Patient Experience
ImagineEngagement offers a seamless payment experience that benefits both patients and providers. When patients receive their bills, they are directed to Imagine Pay, where they can view the amount due and make quick payments. They can also opt to create an account for ongoing access to billing information. Chasteen explained that, from this single screen, patients can access their statement, choose a payment method, and receive an emailed receipt—all included within the platform at no additional cost. "After they click the link, they're presented with their ImaginePay screen," Chasteen shares. "Patients can view their balance, see an exact digital replica of the paper statement, and select a payment method in just a few clicks.” ImagineEngagement also supports both one-time and recurring payments, allowing patients to pay according to their financial circumstances.
By supporting flexible, patient-friendly payment options, providers can increase both engagement and timely collections.
Smart Automation with Flexible Payment Cadence
ImagineEngagement’s payment cadence ensures that patients receive the right follow-up messages at the right time. By automatically adjusting the communication method based on patient behavior, ImagineEngagement prevents unnecessary and redundant paper mailings, saving providers money on printing and postage costs. For example, if a patient pays their balance just before a scheduled statement is sent, ImagineEngagement automatically halts that communication. This cadence adapts further based on each patient’s payment reliability, which Imagine categorizes into grades from A to E. Grade A patients, who are highly likely to pay, receive up to three paper statements if needed, while lower-graded patients may receive fewer reminders, based on a diminishing likelihood of payment. This flexible approach tailors communications to maximize engagement with each patient type and avoid unnecessary costs.
Incentive-Based Discounting to Drive Collections
One of ImagineEngagement’s unique features is its tiered discount system, which can incentivize patients to make payments by offering them personalized discounts based on their grade. “By offering a small incentive, you can significantly increase collections,” Chasteen explains. For example, B-grade patients—those less likely to pay the full amount upfront—may receive a 5% discount on their balance, while patients in the C grade may receive up to a 50% discount. This targeted approach also includes a flexible payment plan option. Patients who may not be able to pay the full balance at once can commit to paying in installments. Once a patient has signed up for a payment plan, ImagineEngagement suspends future statements, saving providers time and resources. "The system will pull the payment automatically, suppressing additional statements and reducing follow-up efforts," Chasteen notes. This flexibility lets patients manage payments in a way that aligns with their financial reality, making them more likely to complete their payments.
Compliance Made Simple
ImagineEngagement also takes care of compliance. Each message sent to patients includes essential details such as their name, billing location, and a direct link to settle their balance. If patients wish to opt out of communications, ImagineEngagement handles these requests seamlessly. Imagine even manages the opt-out registry, ensuring that patients who decline further communications are no longer included in future outreach.
Real-Time Reporting to Track Success
Tracking the effectiveness of these billing strategies is crucial, and ImagineEngagement offers robust reporting tools to do just that. Providers can access Imagine-specific reports within the Imagine billing system or, for those using Imagine PowerOperations, additional reporting options are available. The ImagineOne platform also provides specialized dashboards that allow users to view metrics such as reduction in denials, increase in payments, and the amount of revenue collected by automated processes versus manual intervention. Chasteen highlights how accessible these insights are: “We provide dashboards to show increased payments, how much of that is driven by AI, and more, so you’re always aware of how ImagineEngagement is impacting your operations.”
Streamlined Implementation for Fast Results
For those ready to incorporate ImagineEngagement, the implementation process is efficient and adaptable. Certain features, such as e-statements and eligibility checks, can be operational first. This phased approach allows providers to start seeing savings quickly and with minimal disruption. “You can start seeing results and savings right away, even as we roll out the entire system,” Chasteen shares.
Discover ImagineEngagement
For healthcare providers looking to modernize and streamline their billing process, ImagineEngagement offers a robust solution that meets today’s needs with automation, customization, and efficiency. With personalized payment plans, targeted discounts, and real-time reporting, ImagineEngagement simplifies billing while increasing revenue. Providers interested in learning more can reach out for a consultation to explore how the platform can transform their billing and collections.