WELL deepens Epic integration through App Orchard


WELL and Epic go back. Way back.

WELL developed its patient communication platform to integrate seamlessly with Epic. Our first Epic client was Cedars-Sinai in 2016. Enterprise health systems across the country soon followed.

Now, WELL has been accepted to the Epic App Orchard, which will give us even deeper integrations and increased functionality. It also strategically positions WELL for greater exposure to Epic customers and illustrates how WELL can help them communicate with their patients.

Epic experts

WELL has more than 30 years of collective experience at Epic. Team members from integration engineering, strategic partnerships, and implementation know Epic inside and out. Together, we use our expertise to help our clients get the most out of the EHR.

Integration successes

Epic clients use WELL to improve portal enrollment in MyChart. After implementing WELL, Cedars-Sinai increased portal enrollment by 19% in five months, with some specialty clinics achieving increases as high as 67%.

WELL plus Epic

There’s no doubt about it: Epic is an extraordinary system of record. When it comes to internal documentation, it’s one of the best platforms out there.

In order to realize Epic’s full potential, you need a communication platform that can draw information from the EHR to reach your patients in a way that’s most convenient for them — enabling flexible, open-ended communication with your health system.

WELL’s state-of-the-art platform can integrate seamlessly with both Epic and other third-party vendors, helping you drive portal enrollment, streamline workflows and communication, reduce call volume, improve billing, analyze patient sentiment, and much more.♥

WELL partners with SwervePay to make it even easier to collect copays


Most patients want to pay their medical bills. So why don’t they?

A McKinsey Quarterly survey found that 74 percent of insured patients are willing and able to pay their medical bills, but roughly the same percentage failed to pay off their balances in 2016. Alarmingly, the number is expected to rise to 95 percent by 2020.

A lack of financing options and confusion about what they owe contributed to those rates. Another factor is that 68 percent of patients prefer electronic payment methods to pay their medical bills.


WELL now integrates with SwervePay, a cloud-based patient payment application designed to streamline the payment process.

WELL clients can deliver the outstanding copay due notice to a patient for their upcoming appointment in the patient’s preferred communication channel. Messaging will come from your practice number and include a link to a SwervePay payment portal where patients can easily pay in advance of their visit.


Patients will have a better experience as a result of this workflow because they will be able to know their copay due in advance of the visit and easily pay.

Through WELL’s integration with SwervePay, providers have another opportunity to reach patients for copay collection without additional staff overhead. This reduces the number of times staff need to ask patients for copay payments upon arrival and the time spent collecting on accounts receivable. It could also decrease appointment wait times.


WELL will track message deliverability rates and clickthrough rates, delivering metrics monthly. SwervePay will report on the total count of processed copays and which have been taken at the front desk versus paid in advance by the patient.

New partnerships and features

WELL is constantly adding new partnerships and features to make our platform even more effective for our customers. Let’s chat about how we can help your enterprise health system streamline patient communication and improve the billing process.♥

WELL partners with Binary Fountain (and introduces Sentiment Analysis)


Patient messages are an invaluable source of feedback—if only we could only track them all.

Thanks to an integrated partnership and a brand-new feature, we’ve found a way to make it happen.

WELL already gives you a way to connect to patients in the way that’s easiest for them, keeping you close to their journey and opening up the conversation. Now, you’ll be able to keep careful tabs on what your patients have to say—and jump in when necessary to resolve their concerns.

Binary Fountain

Working with Binary Fountain, a reputation management platform, we’ve made it easy to keep tabs on patient comments, identify trends and recurring issues, and perform fast service recovery when necessary.

  • We send comments and conversations—with patient health information removed—to Binary Fountain in real time. Binary Fountain monitors patient messages in WELL—along with online reviews, satisfaction surveys, and similar data sources—using sentiment analysis software.
  • The system scores each comment for positive vs. negative content and categorizes the patient’s message based on its content (whether that’s “quality of procedure” or “parking”).
  • A feedback dashboard identifies trends among comments and gives you an overall picture. You’ll be able to isolate results for specific clinics, hospitals, or providers within your enterprise, so you can celebrate successes and identify ways to improve.
  • A negative comment indicates that a patient needs attention. Now, you’ll have essential new opportunities to perform service recovery—engaging your patients and improving overall satisfaction.

Sentiment Analysis

  • WELL’s new Sentiment Analysis uses a machine-learning algorithm to read through patient messages. You’ll be able to perform immediate service recovery, triage when necessary, and track feedback trends.
  • When the algorithm detects negative content—whether it’s from a dissatisfied patient or someone experiencing an emergency—it turns the patient channel red and sets it to “open.” That way, you’ll know immediately when a patient needs your attention.
  • Sentiment Analysis also gives you a broader perspective on patient satisfaction. The feature assigns a positivity score to every incoming message. That means you can track patient sentiment across your enterprise—or isolate results for a particular clinic, department, or provider—using WELL Analytics.

And this isn’t the last word on Sentiment Analysis. The new feature has the potential to work with more of WELL’s existing capabilities—like Keyword Actions.

Looking ahead

Look out for more from us in the near future! We’re always working to improve WELL with new features and integrated partnerships. Don’t hesitate to call us if you have any questions. ♥

InstaMed and WELL: An Easier Way for Patients to Pay Their Bills


We’re all patients here, so let’s be honest: we don’t always pay our bills the second we receive them. Or even the second time we receive them.

We’re not doing it deliberately. It’s just not convenient to spend time filling out a form and check, finding a stamp, and putting it all in the mailbox.

That’s why WELL and InstaMed have partnered to introduce a seamless new mobile-pay process (video). Together, patients receive alerts when they have an outstanding balance and can easily pay it where they already are: on their smartphones.

And patients aren’t the only ones who benefit. WELL customers can reduce the inconvenience of paper statements and lower outstanding accounts receivable—all with no extra work for staff.

Why auto-billing?

  • Payment is faster, easier, and more convenient—for health systems and patients alike.
  • Studies show 98% of text messages are opened, so patients are more likely to know what they owe.
  • Auto-filling patient information and balances eliminates reconciliation issues.
  • A health system can know instantly when a balance has been paid, reducing the need for follow-ups and phone tag.
  • No need to send out paper bills or deal with unwieldy envelopes.

Here’s how it works:

Automatic or Manual Options
Using WELL, you can set up an automation that goes out when a patient has an outstanding balance. If you’d like, you can also generate a manual message using the SmartPhrase {instamedPaymentLink}. Your message will include a link to an InstaMed payment page.

Auto-Filled Payment Page
When a patient clicks the link, WELL auto-fills the amount that’s due—along with the relevant account number—on the payment page. All a patient needs to do is pay the balance. And if they have payment information saved on their phone, they can use it here, making the process virtually effortless.

Permanent Record
As always, both the original message and a record of the payment will be posted to the patient’s channel. You’ll have a record of the entire exchange, forever.

Updated Billing System
When a payment is made, it’s posted to your billing or patient management system, so you can track who’s using InstaMed through WELL—and make sure it’s working for you. ♥

Get Started

Find out how WELL’s enterprise communication hub can make it easy to engage patients for world-class clinical and administrative experience.