Case Study — UNIVERSITY PHYSICIANS’ ASSOCIATION
UPA Increased Payments by 43% with Mobile Billing
See how UPA implemented a mobile-first solution and workflow and now nearly 60% of patient payments are made digitally.
University Physicians’ Association
100 locations · 500+ providers · Greenway
Specialty
Multi-Specialty
Locations
100
Providers
500+
EHR
Greenway
Key Wins
43%
Increase in Payments with Mobile Billing
60%
Patient Payments Made Online
10%
Reduction in A/R Days
The Platform
What Is Relatient and the Dash® Platform?
Relatient is a patient engagement platform that helps healthcare organizations automate scheduling, streamline communication and reduce inbound call volume.
The Dash® platform combines intelligent scheduling, automated messaging and AI-powered voice technology to improve patient access and operational efficiency across every channel patients use to reach you.
Intelligent Scheduling
Rules-based engine across every channel.
Automated Messaging
Confirmations, reminders and recalls.
AI Voice Technology
Agentic Voice AI for inbound calls.
The Stakes
Why Patient Access Failures Hurt Growth
When patients can’t get an appointment quickly, the cost compounds — across revenue, retention and team capacity. The math behind broken access is unforgiving.
15–30%
of appointments go unfilled
Churn
Patients leave if access is delayed
Bottleneck
Call centers become a chokepoint
Burnout
Staff turnover and fatigue rise
01 — Context
The Goal
The University Physicians’ Association (UPA) sought to streamline their payments and billing processes to simplify charge posting and reduce patient phone calls. With over 500 physicians across East Tennessee depending on UPA for Revenue Cycle Management (RCM), their VP, Christy Bailey, knew it was time to improve efficiency.
Managing multiple specialties with unique billing needs required a partner sophisticated enough to handle their complex customer base.
“
With Dash®, we give each patient a unique payment link via text and email, and when they click on the link it shows them all their current balances and empowers them to indicate where they want to attribute their payments.
– Christy Bailey, Vice President
The Challenge
- Complex billing needs across multiple specialties
- Growing patient responsibility made collections harder
- Managing payments for 100+ physician groups
- Manual payment workflows increased staff burden
02 — Approach
The Solution
For UPA, a patient-centered billing experience required catering to diverse demographics. They needed self-service tools like mobile payments for patients
who prefer digital access while still supporting those who prefer phone interactions.
01
Patient Payment Automation
A patient payments platform that simplifies billing, accelerates collections, and enables convenient digital payment experiences.
- Increased patient payments by 43% through mobile-first payment options
- Enabled patients to view and pay multiple balances from a single payment link
- Delivered a more convenient, self-service payment experience across diverse patient populations
02
Mobile-First Billing
Dash Pay™ is a mobile-first billing solution that helps healthcare organizations increase digital payment adoption and reduce accounts receivable.
- Drove adoption of digital payments, with 60% of payments completed online
- Reduced patient phone calls by offering convenient mobile payment options
- Supported both digital-first patients and those who prefer traditional payment channels
03
Integrated Payments Platform
Integrated patient billing and payment solution that automates payment workflows and streamlines revenue cycle operations.
- Reduced A/R days by 10% through faster collections
- Automatically posted payments to the correct accounts through Greenway integration
- Simplified back-office workflows by eliminating the need to switch between payment systems
“
We serve a variety of physician specialties, and those providers trust us to manage their revenue cycles with accuracy and precision.
– Christy Bailey, Vice President
03 — Outcome
The Relatient Difference
Relatient’s Dash Pay™ solution enabled UPA to achieve their goals while streamlining back-end operations. Now, UPA staff can process a single payment and apply it across multiple balances without switching between programs. The bidirectional integration with Greenway ensures mobile payments are auto posted to the correct accounts, as specific by the patient, something many payment solutions lack.
For RCM leaders like UPA, managing payments for hundreds of physicians requires consistency across the board. Digital tools like Dash® automate the process, ensuring payments are distributed fairly and efficiently across all physician groups.
“
We needed a partner with the flexibility to handle 100+ physician groups and the integration to make it seamless for our billing staff.
– Christy Bailey, Vice President
Executive Summary
University Physicians’ Association (UPA), a revenue cycle management organization supporting more than 500 providers across 100+ physician groups, needed a more efficient way to manage patient payments while reducing administrative burden and improving collections. By implementing Dash Pay™, UPA delivered a more convenient billing experience through mobile payment options, automated payment posting, and seamless Greenway integration. The result was higher digital payment adoption, faster collections, reduced A/R days, and streamlined workflows that helped staff manage complex payment operations more efficiently across a diverse, multi-specialty provider network.
50K+
Providers
24/7
Access
1
Platform
