Upfront Reviews & Product Details

Upfront’s patient engagement platform digitally guides every patient to the care they need. Upfront enhances patients' care experience through hyper-personalized, omnichannel outreach. Only the Upfront platform analyzes clinical and patient-reported data fused with psychographic segmentation and behavioral science to deeply personalize communications, activating patients to complete necessary care, show up for visits, and close any gaps in care. Upfront is rooted in partnership, leveraging best-in-class healthcare expertise to maximize the impact of its technology to deliver a next-generation patient experience. Upfront Healthcare offers more than 120 use cases across patient acquisition and retention, helping its clients solve a variety of Clinical, Operational & Financial challenges: • 2-4x increase in patient engagement • Increased scheduling rates by 40% • 50% fewer ED visits • Decreased no-show rates by 22% • 52% cancelled visits shifted to rescheduled • 93% click through rate for complex patient care journeys • 32 FTEs of time savings annually • 4x increase in patient payments within 10 days of ‘go live’ • 24% increase in collections of bad debt (over 120 days due) • >50% reduction in paper statement and postage costs through automation • Reversed healthcare disparities, driving a comparable share of Medicaid patients to schedule care, despite sociodemographic barriers for engagement • Enhanced patient engagement results (4-6x industry average) The Partner You Can Trust • 4000+ client locations • HITRUST 2r certification • NIST Cybersecurity Framework certified • KLAS Censinet Cybersecurity • 20+ integrated Epic locations • Consolidated and integrated over 25+ vendors NOTE: Upfront acquired PatientBond in August 2022

Seller

Upfront Healthcare

Discussions

Upfront Community

Overview by

Brent Walker

Value at a Glance

Averages based on real user reviews.

Time to Implement

1 month

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User Insights

Average based on 20 real user reviews.

Implementation Time

1 month

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Gloria H.

Director of RCM

Mid-Market (51-1000 emp.)

Originally submitted 8/10/2021

"Great Prompt service"

4.5/5

What do you like best about Upfront?

Patient Bond is extremely helpful when it comes to sending out notifications. I love the ability to send out E-mail blasts when we are opening up a new center or simply promoting new services to the community. The turnaround time is very quick and highly recommend their services. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

Currently, we are very satisfied with the service. Review collected by and hosted on G2.com.

Muhammad T.

Director of Marketing

Mid-Market (51-1000 emp.)

Originally submitted 4/13/2021

"Patient Bond has increased our patient satisfaction and improved our providers' performance."

5/5

What do you like best about Upfront?

I really like the dashboard and the quarterly reviews. The customer service and support are prompt, easy, and always on top of it. I think our account manager is super helpful and very willing to make changes to the dashboard, workflow, product, and anything else. The entire team is thinking of additional ways that they could help implementing and changing to improve our business. The other thing that we really enjoy is the dashboard and all of the features available in it. It's also very customized to our needs. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

I don't dislike anything. I guess the only thing that I could say is information from other sources, but that's hard if other sources aren't allowing this. I wish there was more to write in this section as I don't shy away from improving a product, but they are always looking to expand their own business as much as everyone else's. Review collected by and hosted on G2.com.

What problems is Upfront solving and how is that benefiting you?

We are solving our patient experience and we have seen an increase in reviews and provider scores. Patient bond has increased our response rate, our Google reviews, our Google scores, provider scores, and more. This has made our patients extremely satisfied with the service that we have been providing them. Through the pandemic, we have implemented different protocols and Patient Bond has helped us with releasing this information out to patients through text messages and emails. Furthermore, Patient Bond's payment reminders are super helpful and extremely convenient and provide a high ROI. Review collected by and hosted on G2.com.

Bree M.

Director Of Marketing And Community Relations

Mid-Market (51-1000 emp.)

4/16/2021

"Highly Recommend, Excellent Customer Service"

5/5

What do you like best about Upfront?

Not only is their product extremely beneficial and valuable to our business, but the people who work there make it even better. Their customer service is top-notch and they make you feel like you're always a priority and well taken care of. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

Sometimes the dashboard can be confusing, but the PatientBond team is very good about communication and training. I recommend once you use PatientBond to set up training and have it recorded so you can refer back to it from time to time. Review collected by and hosted on G2.com.

Recommendations to others considering Upfront:

I highly recommend their services. They are a pleasure to work with. They make it where they are partnering with your company and not just an add-on. They care about their clients and will help customize their product to fit your company's needs. I highly recommend using them if you're looking for a way to engage with your customers, while knowing they have your back when it comes to questions, comments, feedback, or something they need to fix if something goes wrong. Review collected by and hosted on G2.com.

What problems is Upfront solving and how is that benefiting you?

Connecting with our patients and customers. It's a great way to show our patients and customers that we truly care about their visit experience and we do it all in a way where it's organized and streamlined. We have realized that just by asking our patients how they are feeling after their visit provides not only excellent customer service but a personal touch to their visit experience as a whole. And it identifies if someone has a poor experience that we should contact them right away to make things right (and avoid having them rate us poorly on online review websites such as Yelp). Review collected by and hosted on G2.com.

Bonnie P.

COO

Small-Business (50 or fewer emp.)

4/13/2021

"Increase your Revenue"

4.5/5

What do you like best about Upfront?

The staff at Patient Bond are very helpful. They work to customize your texts to patients and set up the schedule for the texts regarding their accounts. The reports are very detailed, and we are seeing positive results in our A/R Review collected by and hosted on G2.com.

What do you dislike about Upfront?

We were new to the program, and it took some time to develop our messages, and edit them so we liked what they said and felt that the patient would be receptive to the message. Review collected by and hosted on G2.com.

Recommendations to others considering Upfront:

Great group to work with. Worth the money Review collected by and hosted on G2.com.

What problems is Upfront solving and how is that benefiting you?

WE have seen our A/R improve as patients will respond to the message and pay their bill prior to having a statement be sent. Not only do we get our payments faster, it saves us the cost of the sending out statements by our billing company Review collected by and hosted on G2.com.

Jill C.

Vice President of Clinical Operations

Mid-Market (51-1000 emp.)

4/20/2021

"Senior VP of Operations"

5/5

What do you like best about Upfront?

The Customer Service and support is amazing. The team goes above and beyond to support us. Since using Patient Bond, our star rating has improved from 3.6 stars to 4.3 stars and our online presence with reviews has skyrocketed. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

I have to be honest, I can not think of anything. Very impressed with all services they offer. Review collected by and hosted on G2.com.

What problems is Upfront solving and how is that benefiting you?

We are working with online reviews and love that if a patient gives us a 0-6 on our NPS score we get an automatic email to contact the patient. The other piece if they give us a 9 or 10, they get a link to post a review. This benefit has increased our reviews, March we had over 800 reviews posted for Arizona and Texas. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

5/24/2021

"PatientBond - Great Partner with a Flexible Platform"

5/5

What do you like best about Upfront?

Easy, flexible solutions to engage patients. Transparent, honest company with a great team who works with our company as an extension of our team. In my experience, the return in working with PatientBond has been fast in delivering increased engagement with patients at a lower cost. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

Their platform is very flexible and customizable, but we would love the system to integrate better into our EMR. This is a challenge for all of our vendors to work through or find workarounds. Review collected by and hosted on G2.com.

What problems is Upfront solving and how is that benefiting you?

The biggest problems we solve with PatientBond are patient engagement throughout the patient journey - from post-visit communication to patient satisfaction feedback to simplifying billing and collections. The benefits were immediate with higher CSAT scores, online reviews, increased connection with the patient for improvements, and also increased online patient payments. Review collected by and hosted on G2.com.

Amit G.

President

Small-Business (50 or fewer emp.)

4/13/2021

"Patient Bond has been a great service for me"

5/5

What do you like best about Upfront?

I like the integration and the detail that the service provides with regards to information it sends me. Patient reviews are vital, along with being able to follow up with patients to see that they are feeling better; Patient Bond excels in both categories and is a very cost effective upgrade to our system. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

There really isn't anything to dislike about the service, it performs as expected and then some. I need to personally do a better job of taking advantage of the other services that they offer. Review collected by and hosted on G2.com.

Recommendations to others considering Upfront:

What problems is Upfront solving and how is that benefiting you?

Two big ones; consistently receiving patient feedback in a timely fashion and creating a non manual system to follow up with patients that need additional help or not. Both were solved by the integration, and we are able to tackle negative experiences before it hits Google, and patients are happy that we are reaching out to them to see how they are doing. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Mid-Market (51-1000 emp.)

5/21/2021

"A Flexible Partner"

5/5

What do you like best about Upfront?

Patient Bond (PB) has always been willing to listen and develop solutions that solved real problems with our engagement with patients/customers. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

Their size and clout is still not large enough to get adjacent technologies to integrate more extensively, limiting the addition of valuable services. Review collected by and hosted on G2.com.

What problems is Upfront solving and how is that benefiting you?

-- Facilitation of online and internal ratings of patient satisfaction -- highly satisfied.

-- Enabling the management of patient feedback allowing the organization to measure performance as well as conduct service recovery in a timely manner when patients are not satisfied. Highly satisfied.

-- Automating the post-visit follow up with patients allowing staff to focus on those patients most in need of additional assistance. This has made the staff more efficient and made the patient feel well taken care of. -- Highly satisfied Review collected by and hosted on G2.com.

Laura V.

Director of Product

Small-Business (50 or fewer emp.)

5/20/2021

Business partner of the seller or seller's competitor, not included in G2 scores.

"Outstanding partner for patient outreach"

5/5

What do you like best about Upfront?

The implementation team at PatientBond is very easy to work with. They take the time to understand what we are trying to accomplish, make suggestions to improve the overall customer experience, and implement the system quickly. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

We have not been able to measure the effect of psychographic segmentation ourselves. Review collected by and hosted on G2.com.

charisse j.

IT Support

Enterprise (> 1000 emp.)

Originally submitted 5/20/2021

"Easy to work with"

4.5/5

What do you like best about Upfront?

I like the easy rapport of the team. The responses are timely and the collaboration was productive. Mark is great to work with. Setup was no hassle and changes are implemented quickly. Review collected by and hosted on G2.com.

What do you dislike about Upfront?

I have not had any issues so far. We have been working with them for about 6 months. Things have been going well. Review collected by and hosted on G2.com.

Recommendations to others considering Upfront:

Good company and great people. It has made a difference in our customer interaction. Review collected by and hosted on G2.com.

What problems is Upfront solving and how is that benefiting you?

They are assisting us with customized text messaging for our patients. We are increasing patient contact. That is resulting in better customer information, insurance and payments. That is a big win for healthcare. We needed to make up ground after Covid. Review collected by and hosted on G2.com.