“Rivet is a more modern solution that’s sped up our process overall.”
83% of patients want to see accurate information on out-of-pocket costs before obtaining health care services. In fact, 25% have avoided obtaining care due to lack of cost information, according to the 2021 Annual Consumer Sentiment Benchmark.
Like so many that strive to put patients' needs first, Christine Clingman, director of revenue cycle at Northwest Orthopaedic Specialists, sought to improve patient experience by offering cost estimates.
Serving a community of more than three-quarters of a million people in the greater Spokane area, Northwest Orthopaedic Specialists originally sought out Rivet to up level estimates they were creating on their own using Excel spreadsheets.
"It was not as reader friendly for the patient," Clingman said of her Excel estimates. "The spreadsheet had many info boxes that the patient didn't understand or need to know."
Clingman continued: "My team has always offered a valuable patient experience, but now with Rivet we're able to get the estimate out to the patient quicker, allowing the patient to pay using their computer or phone, technology that patients have come to expect."
Clingman said Rivet is the right fit for her practice simply because, "Rivet is a more modern solution that has sped up our process overall."
Lindsey Beam, patient accounts specialist at Northwest Orthopaedic Specialists, said that the convenient payment methods they use through Rivet is not only huge for patients, it's huge for their team as well.
"Patients don't have to contact a staff member to make a payment. If you have busy staff, and you miss that call, I felt like you just missed out on payment. You don't know if they're going to call back or not, but now it happens whether we're in the office or not. Anyone can answer estimate questions, but we don't have as many payment questions, so it's overall less of a lift," Beam said.
Beam has worked with many vendors in her tenure at Northwest Orthopaedic Specialists that told her she could submit ideas to better their software systems, but always felt like it was a canned response of a company unwilling to truly listen and make valuable changes to their products. But, with Rivet, she said, "When we have an idea, Rivet is willing to look at it and even make visible changes based on my feedback! The products are always getting more and more useful, and I already thought Rivet was useful!"
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