Emmett Bernsohn
A large, multi-specialty practice experienced significant growth over the past two years. As patient volume increased, the clinic needed efficient, patient-friendly tools to accommodate the added demand without overburdening staff. By implementing Rivia Voice — Rivia Health’s Interactive Voice Response (IVR) phone payment solution — the organization enabled patients to make payments 24/7 by phone, reducing call volume to staff while collecting more revenue than ever before.
“We have seen a lot of growth over the past 2 years, which has created the opportunity to identify efficient, patient-friendly tools to help us accommodate our growth. The IVR has offered our patients the ability to easily make phone payments 24/7 while also reducing some of the calls into our staff. It has been interesting to see the steady increase each month in the number of patients taking advantage of IVR, and with no patient complaints regarding the usage of it.” – Sr. Director Patient Financial Services
The Challenge
With rapid growth came an increasing volume of patient balances and phone calls to the billing department. Staff was spending significant time fielding payment calls during business hours, limiting their ability to focus on higher-value tasks. Patients, meanwhile, could only make phone payments when the office was open—creating friction and missed payment opportunities.
The Solution
The provider activated Rivia Voice, Rivia Health’s automated IVR payment system. Rivia Voice gives patients the ability to call in and make payments at any time—day or night—without needing to speak with a staff member. The system was simple for patients to use and required no additional training for the billing team.
The Results
In the three months following Rivia Voice activation, the provider saw dramatic improvements across every key metric compared to the prior three months without IVR, including total collections, bills paid, reduction in staff time, without a single patient complaint.
Highlights
- 42.5% increase in total collections over a comparable 3-month period
- 29.3% more bills paid, indicating significantly higher patient engagement
- 1,054 Rivia Voice IVR transactions processed in the first 3 months
- 70+ hours of staff time saved by redirecting routine payment calls to the automated system
- Steady month-over-month adoption, with IVR payment volume growing 27% from month 1 to month 3
- Zero patient complaints reported regarding the Rivia Voice system
The Bottom Line
By simply activating Rivia Voice, the providers unlocked a new, always-on payment channel that patients quickly adopted.
The result was a meaningful lift in collections and bills paid, measurable time savings for staff, and a better experience for patients—all with zero complaints. For growing practices looking to do more with less, Rivia Voice offers a low-effort, high-impact solution.
