#USA #Dialog Health #healthcare communication #Auburn Community Hospital #Auburn, New York

Auburn Community Hospital Adopts Dialog Health's Innovative Solutions

Auburn Community Hospital (ACH), located in Cayuga County, New York, has taken significant strides in enhancing patient engagement and streamlining its payment collection process. The hospital has implemented Dialog Health's cutting-edge text messaging and short link technology, marking a key partnership aimed at improving patient interactions and financial performance. This collaboration began in September 2022, and in July 2025, ACH expanded its use of Dialog Health's tools to further bolster its patient outreach initiatives.

As healthcare providers face ongoing challenges in managing collections efficiently, ACH recognized the need to transition away from time-consuming and often expensive methods such as phone calls and mailed statements. These traditional approaches not only proved resource-intensive but also yielded limited engagement results. In contrast, the newly adopted text messaging strategy offers a more effective alternative, facilitating real-time communication with patients about their outstanding balances.

Utilizing Dialog Health’s platform, ACH is now capable of sending personalized text messages that include trackable links. This innovative feature allows the hospital to monitor patient responses and engagement metrics directly. Through the platform's integrated AnalyticsPRO dashboard, staff can gain insights into which messaging strategies are most effective, enabling them to tailor communications to maximize patient responses and enhance overall financial outcomes.

During a recent evaluation period spanning 90 days from mid-July to mid-October, ACH's billing office reported impressive results:

• - Over 12,500 patients received payment-related text messages.
• - Approximately 3,700 patients (30% of recipients) engaged by clicking on a provided short link.
• - More than 1,000 patients demonstrated strong engagement by clicking multiple times.
• - Over 500 patients reached out seeking information about available financial assistance.

These outcomes highlight the efficacy of Dialog Health's technology in reshaping patient collections for ACH. The ability to reduce reliance on manual outreach not only streamlines administrative processes but also strengthens the hospital's return on investment. The dual capability of unique patient and general link tracking enables ACH to formulate targeted follow-up strategies that lead to continual optimization of communication efforts.

CFO of Auburn Community Hospital, Jason Lesch, emphasized the importance of ensuring patients have clarity over their financial responsibilities. He noted, "Ensuring that our patients can easily understand their balances, access any financial assistance they need, and pay for their care is a top priority for us. We want the financial side of their experience to be as smooth as possible, and using Dialog Health's technology has helped us simplify the process for patients while giving our staff better tools to assist them."

Dialog Health's Co-Founder and CEO, Sean Roy, remarked on the pressures hospitals face today, stating, "Hospitals are under immense pressure to maximize collections and reduce outstanding balances. Our partnership with Auburn Community Hospital shows what's possible when technology, expertise, and a commitment to improving patient engagement come together. At Dialog Health, we take pride in delivering strategies — not just tools — that drive meaningful, measurable results."

The success of this initiative spotlights Dialog Health's mission as a leader in healthcare SMS communication and analytics software. Their dedication to innovation and customer service allows healthcare providers to enhance communication, improve workflow efficiency, and ultimately deliver better patient outcomes.

For any healthcare organizations interested in exploring Dialog Health's solutions, detailed information can be found on their website at dialoghealth.com.