Case Study: University Physicians’ Association achieves 43% increase in patient payments with Relatient's MDpay

How University Physicians’ Association Increased Patient Payments 43% with Mobile-First Billing

University Physicians Association (UPA), a trusted medical billing partner for over 500 physicians in Knoxville, TN, faced an overloaded call volume and a complex, manual process for posting payments across multiple patient accounts. Vice President Christy Bailey needed a patient-centered, flexible billing approach that supported self-service mobile payments for many patients while preserving options for those who prefer phone interactions. UPA selected Relatient’s MDpay and Patient Balance Messaging (plus a Custom Central Billing Office Solution and bi-directional integration with Greenway) to address impartial payment allocation and streamline operations.

Relatient implemented MDpay with patient balance messaging and Greenway auto-posting so patients receive unique payment links by text/email, see all balances, and indicate how to attribute payments; staff can apply one payment across multiple accounts without reopening programs. The change drove a 43% increase in patient payments, a 7% rise in monthly provider revenue, 57% of monthly payments made digitally, a 10.5% reduction in A/R days, and a 20-day reduction in average self-pay days.

University Physicians Association

Christy Bailey

Director Billing Office