Articles

Enhancing Patient Experience with Omnichannel Communication Strategies

Jun 30, 2025

Omnichannel patient communication is the consistent and seamless exchange of information across multiple channels such as a provider’s website, written documents, mobile app, social media, patient portal, secure text messaging, chatbots, and verbal outreach. This integrated—and sometimes automated—communication is important because it promotes coordinated, timely, and patient-centered care. In addition, giving patients the ability to interact in multiple ways also improves the patient experience. The result? Next-level patient engagement and better outcomes. And for providers, both of these benefits of omnichannel patient communication can translate to improved revenue cycle operations as well. 

 

In this article, we’ll explore how healthcare providers can enhance the patient experience—including the patient financial experience—through omnichannel communication strategies that improve patient engagement and satisfaction as well as revenue cycle performance.  

 

The Importance of Patient Experience in Healthcare 

In an era of healthcare consumerism where patients increasingly value retail-like encounters, a positive patient experience, including a positive patient financial experience, provides a key competitive edge. In fact, hospitals with higher patient-reported experience scores have higher profitability. This is likely due to the fact that satisfied patients are more compliant with treatments, resulting in improved clinical outcomes and reduced readmissions. These factors contribute to higher value-based payments and assist organizations in avoiding costly penalties. Satisfied patients also tend to pay their medical bills in full and on time, show up for appointments, remain loyal to your organization, and refer friends and family. All of this improves cash flow and operational efficiency and drives more revenue to your bottom line.  

 

What is Omnichannel Patient Communication? 

What’s one way to achieve that positive patient experience? Omnichannel patient communication. However, when thinking about this concept, it’s important to differentiate it from multichannel patient communication. Here’s the difference: Omnichannel patient communication is a cohesive, integrated approach to managing patient interactions across multiple channels. With omnichannel communication, the patient receives a consistent experience and information syncs automatically across all channels in real time. Multichannel communication is a nonintegrated approach with limited coordination. It provides patients with multiple options, but those options are disjointed and inconsistent.  

 

For example, with a multichannel approach, a patient receives an appointment reminder by text but must call to confirm or reschedule it. With omnichannel patient communication, patients can confirm directly via text or reschedule it via a chatbot or by clicking on a link directly into the patient portal for additional options.  

 

Omnichannel patient communication is vital for healthcare providers because it provides consistent messaging and a unified experience across all platforms. This is important because healthcare is complex and nuanced, and the stakes are high. To improve the patient experience and patient engagement, it’s important to prevent miscommunication, misinformation, errors, and unnecessary rework.  

 

Key Benefits of Omnichannel Communication for Healthcare Providers 

Omnichannel patient communication benefits healthcare providers in the following ways: 

 

1. Improves patient engagement. Allowing patients to choose how they provide and receive information leads to higher patient satisfaction and better patient engagement, but only when communication options deliver a continuous, personalized journey across all touchpoints.  

 

For example, a patient with Type 2 diabetes receives a secure message through the patient portal that includes pre-visit instructions and a prompt to upload her most recent blood sugar readings. After her appointment, she receives an automated call with lab result updates and instructions to schedule a follow-up. Then she receives an email with tailored content on managing blood sugar and dietary tips, based on her recent lab results. All of this is possible with omnichannel patient communication that reduces friction, personalizes patient interactions, and reinforces important behaviors. Personalization is important across all industries. Seventy-one percent of consumers expect companies to deliver personalized interactions, and 76% get frustrated when this doesn’t happen. 

 

2. Reduces no shows and missed appointments. Automated, omnichannel appointment reminders (e.g., text, email, and voicemail) increase the chances that patients show up for their appointments or reschedule in time. MGMA reports that many medical groups with a decrease in patient no-shows in 2024 moved from an existing patient communication/automated reminder system to a new one that includes text messaging. They also integrated check-in work, point-of-service copays, and a method for filling vacant appointment slots as they occur.  

 

3. Streamlines billing and payments. Clear and consistent billing communications (e.g., payment reminders, billing statements, and financial counseling) across multiple channels improve the patient financial experience, reduce confusion, prevent disputes, and decrease delays in patient payments. This is important considering patient collections are the primary revenue concerns for providers, increasing 133% from 2011 to 2024. 

 

For example, after a visit, a patient receives a text notification that their bill is ready. They click the link and view the bill in the mobile-friendly patient portal. If they don’t act, they receive a follow-up email with a payment reminder and financing options. The portal offers live chat to ask questions about the bill in real time, and if there’s no response after a few days, an automated voice call is triggered to confirm receipt and offer help. Omnichannel patient communication provides consistent, personalized outreach across preferred channels as well as easy ways for patients to pay using the payment method of their choice.  

 

4. Increases operational efficiency. Integrated communication channels reduce administrative workload and increase efficiency by lessening the need for manual follow-up and rework.  

 

For example, a patient receives an appointment reminder via text. They confirm it through the link, which automatically updates the EHR and scheduling system. After the visit, they receive a follow-up survey and lab results through the patient portal, while a chatbot answers any questions they have about medications. By eliminating communication silos and automating repetitive tasks, omnichannel patient communication systems allow staff to focus on more complex care coordination and patient needs. 

 

Implementing Omnichannel Communication in the Revenue Cycle 

Omnichannel patient communication in the revenue cycle requires the following: 

 

  • Accessibility. Ensure all patients can access and understand information regardless of their digital literacy, health literacy, or native language.  
  • Automation. Leverage automation to send information across all communication channels without increasing administrative burden. 
  • Personalization. Personalize communications based on patient preferences, history, and interactions to foster a more tailored experience, improve patient engagement, and build trust. 
  • Seamless integration. Integrate patient data, customer relationship management systems, and EHR platforms to ensure consistency across communication channels. 
  • Staff training. Provide comprehensive staff training to ensure a seamless transition and effective use of omnichannel systems. 
  • Tracking and analytics. Track patient engagement, measure success, and continuously improve strategies based on real-time data, feedback, and performance metrics. 

 

How Revenue Enterprises is Deploying Omnichannel Patient Communication With Our Healthcare Provider Clients 

Revenue Enterprises is on the leading edge of omnichannel patient communication, providing patients with a consistent experience across a multitude of channels. Regardless of whether patients want to pre-register for their appointments, pay their medical bills, schedule appointments, or ask questions, we leverage a combination innovative technology, live customer service representatives, and artificial intelligence agents across multiple channels, including live chat, secure messaging, and other digital communications. Our goal is to increase patient engagement, enhance patient satisfaction, and improve the overall patient financial experience.  

 

Omnichannel patient communication has become increasingly important to enhance the patient experience—including the patient financial experience—and improve financial performance. Other benefits include increased patient engagement and improved operational efficiency. Adopting omnichannel patient communication strategies helps organizations become and remain competitive, while providing the high-quality experience patients deserve and expect. Contact Revenue Enterprises to learn how omnichannel patient communication solutions can benefit your organization and its revenue cycle. 

Karie Bostwick

VP of People and Compliance

As VP of People and Compliance at Revenue Enterprises, Karie Bostwick oversees People functions including recruiting, training, onboarding, engagement and satisfaction. Additionally, she is responsible for compliance training, oversight and monitoring.

Karie has a long history of working in the revenue cycle support industry. Her skills span leadership, operations start up, policies and procedures development, operations workflow, budgeting and client management.

She is passionate about the experience of our people, patients and the Healthcare clients we serve and believes that a team of diverse, talented and motivated individuals working together toward a common goal can make a difference.

Robert Sterett

VP of Information Technology

As a transformational leader Robert Sterett has leveraged his 20 years of experience to build effective service lines and exceptional teams. In his role as VP of Information Technology at Revenue Enterprises, Robert excels at taking a unique, balanced, and strategic approach to technology leadership with people first for the best possible outcome. Using his experience from engineering, project management and service line management he takes a multi-faceted approach to ensure the right people are in the correct position coupled with the best technology to meet or exceed all expectations from security to compliance and business continuity.

Robert’s leadership style lends itself to building long term relationships and has consistently been a relied upon strength in many organizations. Over Robert’s time as an IT operational and project leader, he has spent significant time in both hands-on technology facing roles and client centric management roles to bring the best solutions that strive to meet the business and client needs.

Focusing heavily on his personal development skills and opportunities, Robert continues to foster coaching and mentorship relationships everywhere in his life, and the lives around him.

Douglas Dunbar

VP of Sales & Marketing

As VP of Sales and Marketing for Revenue Enterprises, Douglas Dunbar leads with a passion for building strategic partnerships, nurturing relationships, and upholding customer service excellence. In his role, Doug focuses on marketing and brand strategy, sales team leadership, and working closely with members of the management team to best serve company goals.

Doug has over 28 years of National sales and marketing call/contact center leadership, with 10 years of service specifically at Revenue Enterprises. Currently, Doug serves as part of Wyoming HFMA Chapter leadership and has held various roles in Colorado HFMA Chapter leadership for over 9 years.

In his spare time, Doug is very family oriented. Additionally, he loves traveling, cycling, golfing, fishing, hunting, and boating.

Kris Brumley, MBA

President & COO

As President & COO of Revenue Enterprises, Kris Brumley is a collaborative partner within the executive team and a leader for operational functions across the organization. Kris productively shares vision, drives innovation, and supports those around her in a way that elevates them and fosters continuous improvement and results. She has helped create a supportive environment for clients resulting in 98% client retention and a 65% NPS score for all clients and 75% for top clients by revenue.

Kris possesses an MBA in data analytics and has twenty-five years of experience in the healthcare industry, with 19 specifically in revenue cycle. She brings a wealth of customer service experience to her role and has worn many hats at Revenue Enterprises including Director of Business Development, EBO Division Director, and VP of Client Experience Management.

In her personal life, Kris is as busy outside of work as inside. She values spending time with her family, and enjoys fishing, hiking, traveling and interior decorating and design.

Timothy (Tim) Brainerd

CEO

As CEO of Revenue Enterprises for almost 20 years, Tim Brainerd leads by example. He promotes a shared vision and stewards a culture of Integrity, Passion, and Respect. He has assembled and empowered high-performing talent and teams to support customers, facilitate strategic planning and manage the capital of the company. Under his leadership, Revenue Enterprises has doubled in size three times over the past fifteen years while maintaining a culture of caring and gratefulness.

Tim has close to four decades of revenue cycle experience, including nineteen years with RSI
Enterprises. He has been a past president of Colorado Chapter of the HFMA and a presenting speaker on the topic of Leadership. He is a fifteen-year member of Vistage International, the world’s largest CEO coaching and peer advisory organization for small and midsize business leaders.

Raised in the Midwest, Tim values humble principles like being respectful, caring, passionate, self-reliant, and most importantly grateful. His most important lesson and the lesson he hopes to pass on in all relationships is living the Golden Rule–do unto others as you would have them do unto you. He is intentional in his choices and believes in making decisions, taking action, being accountable, and loving your neighbors.

Whenever possible, Tim spends his time with his wife of nearly forty years, his adult children, and his grandchildren. His hobbies include fishing, golfing, traveling as well as game nights and sharing great food with his family.