“I remember as we were launching this I asked “What can I expect from the patients and exactly what he told me was true. He said they’re going to love it. And they do love it. We have patients daily that call us saying “Ohh I love this new system. I love that I can see the details of what my charges were and that my insurance is paid. Wherever I go in town, people are telling me how much they enjoy it and how easy it is to just pay their bill online. One of the funniest things I heard was “You’re finally up with the times!”

– Mindy Gale
Billing Manager
Beaver Valley Hospital

“The integration with Redde was seamless. I've integrated many different systems and platforms and it seems like there's always that roadblock that comes up. And honestly, in the implementation of Redde, I never felt that. Our CEO even came in and said, I cannot believe that we haven't had this major catastrophe or explosion or that we need to have all these work arounds.”

– Farley Crofts
CFO
San Juan Health

“I feel like it was pretty easy. I expected it to be a lot harder than it was. It was really thorough and if we had any questions you guys were on site, or available by e-mail or text with anything that we had concerns about or questions about.”

– Teresa Brooks
Patient Billing Specialist
San Juan Health

“Honestly, when you first said you were going to be on site for a week straight, the hair on the back of my neck stood up. And I thought, ohh my gosh, this is going to suck. We're going to have to sit there and babysit them. We're going to just sit and lose a week of production on everything else we're doing. But no, you all came on site, had a very planned and detailed agenda of what you wanted to have happen. And at the same time it wasn't a babysitting class from my perspective where I had to sit there and hold hands, you guys allowed things to go at the speed we needed them to go. You were flexible. We have multiple sites and you were willing to go to all those different sites and meet with the different teams.”

– Farley Crofts
CFO
San Juan Health

“It was very well communicated and taught. It's just remembering everything in the moment that you're trying to set something up or help someone finding those resources. The training went well. I liked that you guys were on site for a whole week to help get everybody trained and answer questions. It went well. I don't know what would have made it gone better. It didn't disrupt day-to-day life. It was well done, really.”

– Kim DeBraw
Billing Manager
San Juan Health

“Obviously it still took time. It still took effort, but your team being willing to say, “Just give us this information and we'll do the rest. That was huge because the payment side of an organization is so important, everyone here is still wearing all their same hats doing all their other tasks. But at the same time trying to implement and overhaul a payment system. That has the potential to be a complete disaster, so I feel like you guys understood what was needed. You said “These are the things we need from you. Give us the data and we'll take care of everything else.” From my perspective, it was very fair, very seamless, very well thought out.”

– Farley Crofts
CFO
San Juan Health

“For us, it's an easy comparison to the installation of our EMR. When that rolled out and went live, it was a complete disaster. There were moving parts and pieces and people all over the place, there was no clear vision on what we were doing or when it would happen or even when we would officially be live. It was everyone running around like chickens with their heads cut off and I think we still pay for that. We're all struggling nine years later because the rollout wasn't done properly.

"With Redde, we were able to set the system up quickly and easily. There was lots of testing on your side on the back end, some testing on our side as well. All the preparation was extremely helpful. Because it wasn't just go live and then try and figure it out. It was: Let's figure out everything we possibly can on the front end.”

– Farley Crofts
CFO
San Juan Health

“Yeah, we loved the training. It was very helpful to have you guys actually in house and here to help go through that. That was really helpful. The best thing is that I can call you often and get a timely response.”

– Kelly Jackson
HIM Director
Kane County Hospital

"You guys have a product that you know inside and out you've done enough implementations to know what works. You're great about making recommendations. What we should do and what we shouldn't do. And then at the end of the day, you're also very respectful of our internal practices to say, “This is your system, we’re just here to make it better.” So the rollout, the implementation was as great as it possibly could have been.”

– Farley Crofts
CFO
San Juan Health

"I have seen a lot of people who we've had trouble with in the past. They just they keep forgetting to pay their bills. But we've had many, even today, where they've they got the text and they paid it immediately. Whereas before it would usually take three or four or five letters, or the threat of collections to get them to pay."

– Teresa Brooks
Patient Billing Specialist
San Juan Health

"It has reduced the amount of workload on my billers on sending and chasing low amounts of money. It’s been freeing up their time to work on higher dollar claims or more sophisticated claims, that's been very beneficial. I know that I'm saving a ton of time in the billing office, not sending statements for $3 or just wasting time sending statements, because the majority of them are going out in a text message and then we're seeing a percentage of those being paid from the text messaging service. Somebody told me that it's about $25 to send a billing statement to a patient by the time you calculate all the costs that go into that process. So anytime we can save one statement from going out the door, that is a win. And Redde is doing that for us over and over on a daily basis."

– Farley Crofts
CFO
San Juan Health

“We've got a lot more payments coming in than we did before. Especially credit card wise. We used to send a lot of bills through the mail, but now we get a lot more money faster than we did before. ”

– Mindy Gale
Billing Manager
Beaver Valley Hospital

"I'd be one to fight and argue and say our population is too rural, too old, too. Whatever you wanna call it to fully jump in and utilize technology. But I've been 100% wrong. But I'm wrong because we tried it before with a lesser application to text and to reach out to patients, but the functionality with the texting was so limited that it just didn't work. So now we have patients, you know, 80 years plus and age that are willing to respond to an appointment reminder or willing to make payments or willing to set up a.radiology visit because of the text message they received and again the patient population that we serve is extremely rural. But even to that market, this is important and they're utilizing it. So as far as what it's done for our business, it's made the work that our receptionists are doing quicker because they're no longer looking through and finding phone numbers, making phone calls, not getting people to answer worrying: Can I leave a voicemail? Can I not? Is this a secured inbox? To now we can go through and do 50 patients in 15 minutes and they all have messages and we get a response back. Even those that we don't contact, they're texting us saying hey, we're coming or no, we need to reschedule. So it's been a win from our patient side and also staff."

– Farley Crofts
CFO
San Juan Health

"I have a couple of people on autopay and I've called them and their voicemail says I don't do voicemail, text me. And we didn't have that capability before.

"I’ve found that for a lot of our patients that are in the younger demographic, they don't want to deal with voicemail and really don't want to deal with calling someone over the phone. But they've been a lot more responsive with text messages.”

– Teresa Brooks
Patient Billing Specialist
San Juan Health

“It's been wonderful. We can just text patients and say, hey, the letter we sent you came back, we need a better address. We can also text patients to ask about medical or auto or any kind of insurance information. It’s been a great benefit.”

– Kelly Jackson
HIM Director
Kane County Hospital

"I'm a negative person by nature so I can always give somebody negative feedback. But those that have used the text-to-pay service think it's amazing. I have zero negative feedback on that."

– Farley Crofts
CFO
San Juan Health

"Overall, everybody's been really happy with it. We had a patient who signed up and said “I've been waiting for you guys to get something like this for ages.”

– Teresa Brooks
Patient Billing Specialist
San Juan Health

“Our admissions clerk was able to now check insurance and eligibility in real time, right as the patient is at registration. We didn’t have that ability before. That’s been a game changer for us and allowed his office to save a lot of time.”

– Mindy Gale
Billing Manager
Beaver Valley Hospital

“From an admissions side of things, we were doing a back end check on our eligibility and it was pretty time consuming. So we were reaching out to payers for the information, but once we started running the system, it really helped by decreasing denials and getting the claims to the right spot. If you were to ask our admitting clerk right now if he could live without it, he would absolutely say no, no way. Don’t take that away from him.”

– Mindy Gale
Billing Manager
Beaver Valley Hospital

“With the price transparency and the cost estimator, It’s not only been helpful for our patients, but it’s actually helpful in-house as well. We use it when we need to look up a price. If we’ve got a patient that is calling us on the phone, we can look it up and see the price easily.”

– DeAnn Young
Clinic Billing Manager
Central Valley Medical Center