Relatient Partners with RCM to Drive Provider Adoption of Patient Engagement Technology
As provider groups juggle needs to deal with competition, staffing shortages, and patient demand for a customer-friendly experience, maintaining an effective patient scheduling process is more crucial than ever. That, according to Jeff Gartland, CEO of the patient engagement software company Relative.
The Franklin, Tennessee-based company recently announcement a referencing partnership with TriZetto Supplier Solutions to offer its patient planning and engagement software suite to their 51,000 provider customers across the country. TriZetto, which sells revenue cycle technology to medical practices, offers customers Relatient’s software for scheduling, patient communication, payments, and digital check-in and admission.
Relatient’s mission is to help providers create better relationships with their patients by simplifying access to care. Gartland said that’s how the company got its name (a combination of “relationship” and “patient”) when it was founded in 2014.
While he argues that Relatient’s technology is top-notch, Gartland acknowledges that the company faces a formidable challenge in getting practices to accept its use: insufficient levels of physician buy-in.
It could come from the reluctance of physicians to relinquish control of their schedules. For some physicians, ownership of their schedule represents their autonomy. That’s why Relatient ensures its software is flexible and can adapt to each vendor’s needs and preferences, Gartland said.
The Center for Connected Medicine, jointly operated by Nokia and UPMCpublished a report last month, who also said doctors were hesitant to buy the self-planning technology – so much so that this lack of buy-in is preventing the software from taking off as it should to meet patient demand. He noted that the demand for self-planning tools — especially among millennials and Gen Z — is from afar the number of self-planning services that health care providers currently offer.
Thanks to its partnership with TriZetto, Relatient can now reach more suppliers. TriZetto’s 51,000 customers will be able to adopt software that uses analytics to improve provider utilization, automate patient admissions, streamline payments and ensure patients show up prepared for appointments.
The goal of the partnership is to make the patient engagement and revenue cycle process as seamless as possible for providers and patients. Relatient will measure its success in this goal by looking at metrics such as reduced provider no-show rates, increased online scheduled appointments, increased online payments collected before an appointment, and improvement in patient survey scores.
With more than 43,500 customers, Relatient works with “all types of” provider groups and healthcare systems across the United States, engaging 50 million patients a year, according to Gartland. Ascent, Dignity Health, Arkansas Children’s Hospital and Sisters Hospitaller Health System are among the users of its technology.
Relatient’s platform is attractive to these customers because it supports the entire patient journey, from acquiring new patients to managing follow-up care, Gartland said. This means that the company competes with different vendors based on vendor demographics and solution area. For example, the patient communication platform Spruce Health could be considered a competitor, just like Keona Healthwhich offers self-planning software.
Gartland said Relatient differentiates itself from other companies because its platform combines self-scheduling, call center scheduling, two-way patient communication tools and mobile-friendly digital check-in, while d other health software companies “only offer components of these solutions”. For example, Spruce Health offers patient communication technology but no self-scheduling software, and Keona Health offers self-scheduling software but not a billing and payment software suite.
He added that his company was founded with a mission to counter this fragmentation.
“Many provider organizations are not holistically solving better access to healthcare, and instead solving individual problems, which causes a fragmented patient experience,” Gartland said. “Providing fast and convenient digital access to patients in ambulatory care settings is an increasingly important differentiator for provider groups.”
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