Support Book a demo
Platform
Industries

(855) 799-7905
Mon–Fri 8:00–23:00 ET · Sat–Sun 8:00–20:00 ET

INDUSTRIES · HEALTHCARE & DME

Patient outreach that never says too much.

Balance reminders, resupply calls, appointment confirmations — built for HIPAA-conscious voicemails and for the 30% of patients who don't pay until someone reaches out.

Book a demoTalk to an expert

USE CASES

What our clients in healthcare run

Medical equipment and services providers use CenterMaster for the contacts that keep a patient relationship profitable — and polite.

  • Post-deductible balance collection

    Most patients are insured, yet a small balance is left on nearly every purchase. Texts, the dialer and an inbound IVR take the payment straight into your payment system.

  • Resupply and refill reminders

    CPAP supplies and other reorders, prompted by a text or a call when they're due — reorder revenue without a hard sell.

  • Financing follow-ups for elective treatments

    Hair restoration, implants, cosmetic dentistry: no insurer in the loop, so payment plans need steady, friendly follow-up.

  • Appointment confirmations

    A text that asks for a one-word reply, and an agent queue for the patients who'd rather talk to someone.

  • New-patient acquisition

    Outbound campaigns and two-way texting for providers with no referring physician, who have to find qualified patients themselves.

HIPAA · MINIMUM NECESSARY · PHI

The rules we build around

CenterMaster is built to support your HIPAA obligations. Compliance comes from how you run your campaigns; here is what the platform and our team do about each rule.

Healthcare rules and what CenterMaster does about them
The ruleWhat we do about it
Voicemails say nothing about the treatment"Your prescription for Warfarin is ready" on a voicemail is a HIPAA problem. We write voicemail and text templates with you that say who's calling and how to call back — and nothing else.
Minimum necessaryScripts and IVR prompts carry only what the contact needs. The agent sees the account; the message doesn't repeat it.
Health details stay out of recordingsHealth details spoken on a call are found and masked automatically, before anyone plays the recording back.

RESUPPLY · REPLACEMENT

A replacement reminder, drawn as a flow.

A patient's CPAP machine is nearing the end of its recommended service life. The patient receives a replacement notice by SMS. 1 or UPGRADE: an agent contacts them to arrange the replacement. 2 or KEEP: they receive the usage guidelines. STOP: the number is suppressed. Without a reply, the notice is resent once and the outcome is recorded as no answer.

  1. CPAP devices nearing end of service life
  2. SMS: device replacement notice
  3. Branch “no reply”: Single resend
  4. Outcome: no answer
  5. Evaluate reply
  6. Branch “1 or UPGRADE”: SMS: an agent will contact you
  7. Outcome: upgrade
  8. Branch “2 or KEEP”: SMS: usage guidelines reminder
  9. Outcome: keep
  10. Branch “STOP”: Opted out — number suppressed
See SMS & ITRSee recording & redaction

CASE STUDIES · CLIENT NAMES WITHHELD

Two healthcare programs, in numbers

HEALTHCARE · DME · SINCE 2006

Patient balances after the deductible

Context
A large medical equipment provider — our largest client. Most patients are insured; a small balance is left on nearly every purchase.
Challenge
At least 30% of patients don't pay until contacted. Agent calls cost $5–7 each against $20–30 balances.
What we did
Fully automated outreach — SMS, dialer and inbound IVR — wired to the client's payment system. Little to no upfront cost to the client.
Results
$17M collected in a record year (2017) · from $1M in year one (2006) · < 50¢ total cost per payment

Numbers as reported by AcuCall for this program; client name withheld by agreement.

Ask about this program

HEALTHCARE · MEDICAL EQUIPMENT · MANAGED CAMPAIGNS

A contact center run for the client, not just sold to them

Context
A medical equipment client whose user and IT teams rely on us for day-to-day operations.
Challenge
A contact center needs expertise to install, integrate and — above all — adjust every day. The client didn't want to build that team in-house.
What we did
Concierge operations: AcuCall builds, monitors and adjusts the client's sales, outreach and collections campaigns, and reports on each one.
Results
~35 campaigns a day, each tuned on live results · fees tied to each campaign's success

Numbers as reported by AcuCall for this program; client name withheld by agreement.

Ask about managed campaigns

Questions we hear

Can patients pay without talking to anyone?

Yes. A text or a call leads to a secure pay flow — in the text thread or in the IVR — that posts straight to your payment system. On our largest healthcare program, that costs less than 50¢ per collected payment, all in.

How do you avoid over-contacting?

Each calling group dials only inside the hours you set for it, in the patient's local time; retry limits are set per campaign, and a STOP reply suppresses the number automatically. Our team watches live campaigns daily and adjusts them on the results. The approach is low-touch by design: the goal is to keep the patient relationship, not just the payment.

Bring a real list. We'll build the flow on the call.

A balance file, a resupply list, a reminder schedule — bring one, and we'll show you the flow, the voicemail script and the report.

Book a demoCall (855) 799-7905
CallBook a demo