Apex Revenue Technologies and SmartAction have collaborated to develop an advanced phone payment solution that uses interactive voice response (IVR) technology powered by artificial intelligence (AI). The new platform is designed to streamline financial conversations, control costs for healthcare providers, and make it easier for patients to pay their bills.
Apex's new IVR offering can handle the more repetitive payment transactions. With 100 percent conversational, natural language prompts, the platform guides patients through the payment process. Speech recognition and AI technology automate the conversations.
"We know patient preference varies when it comes to how they pay for healthcare, which is why we continually look for ways to offer more choices that elevate the patient experience, always putting them first," said Pat Maurer, president of Apex Revenue Technologies, in a statement. "The combination of Apex's healthcare expertise and understanding of how patients pay with SmartAction's industry-leading technology in the IVR space allows for a complete solution to help improve patient-provider relationships and payment results. We're thrilled to be able to offer this new platform to our customers."
The IVR can be integrated into existing call flows and other Apex payment channels, resulting in common reporting, behavioral insight, and administrative time-savings for posting payments. The application also captures the voice of the patient through experience feedback surveys, regardless of channel, and enables providers to access quarterly analyses on caller engagement and success rates.
"We're very proud to partner with Apex to deliver a voice solution that will help them expand their omnichannel payment options," said SmartAction Senior Vice President of Operations Mike Vanca in a statement. "When coupled with an online platform like Apex's, our intelligent payment processing solution helps boost success rates and improve customer experiences, which are important metrics for any business."