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Upfront
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Upfront
By Upfront Healthcare
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4.7 out of 5 stars
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Upfront Reviews & Product Details

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Upfront Overview

Editedit
What is Upfront?

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

Upfront Details
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Product Description

Upfront activates patients before, after and between each visit with your health system to ensure every patient gets the care they need. Personalization is the key to the superior outcomes Upfront produces. Using advanced analytics, Upfront uniquely adapts communication channel and content to the individual, eliminating common barriers to patient engagement. And there’s no application to download or login to remember. Meet patients where they are while providing a frictionless patient experience, digitally guiding them to the services that they need while driving a significant return on investment for the health system and improving patient outcomes. With Upfront, you can deliver a differentiated patient experience that proactively engages each patient to: • Close care gaps (AWV, mammogram, colonoscopy etc.) • Schedule and attend visits prepped and ready to go • Reschedule rather than no show or cancel • Enroll patients in necessary services (care management or Medicare Advantage) • Improve medication adherence • Follow up after a transition of care • Prepare for an episode of care • Schedule open referrals

How do you position yourself against your competitors?

Upfront’s Key Differentiators Include:
1. Hyper-personalized communications driven by a proven psychographic model and behavioral science to motivate and activate patient behaviors
2. Single, scalable enterprise platform
3. Patient engagement research, insights and best practices through Upfront's Bartosch Patient Activation Institute
4. Industry-leading NPS and 3rd party satisfaction rankings
5. Delivering tangible, unprecedented outcomes
6. Healthcare expertise + unparalleled partnerships

Seller Details
Seller
Upfront Healthcare
HQ Location
Chicago, Illinois
LinkedIn® Page
www.linkedin.com
82 employees on LinkedIn®
BW
Overview Provided by:
Brent Walker

Recent Upfront Reviews

CJ
charisse j.Enterprise (> 1000 emp.)
4.5 out of 5
"Easy to work with"
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...
Read more
Gloria H.
GH
Gloria H.Mid-Market (51-1000 emp.)
4.5 out of 5
"Great Prompt service"
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 ...
Read more
Verified User
A
Verified UserMid-Market (51-1000 emp.)
4.5 out of 5
"PB gets us the results we hope to see"
Mark is always quick to respond to me, and PB can always get us the results we are looking for. When we need something developed, they get it done!
Read more
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Upfront Media

Upfront Demo - Visit Adherence Solution
Help your patients prepare for a successful visit, and reduce no-shows. Enable them to frictionlessly reschedule, not cancel, so that they keep their appointments for necessary care with your health system Understand post-visit service concerns so that you increase patient satisfaction
Upfront Demo - Annual Wellness Visit
Advanced personalization motivates patients to get the care they need
Upfront Demo - Curated Educational Content
Upfront delivers curated educational content using a variety of media to ensure patients understand their health conditions and are empowered to address them
Upfront Demo - Multilingual Content
Upfront delivers content in a range of languages to facilitate patient understanding and comprehension
Answer a few questions to help the Upfront community
Have you used Upfront before?
Yes

Video Reviews

Review by Muhammad T.
Upfront review by Muhammad T.
Play Upfront review by Muhammad T.
Patient Bond has increased our patient satisfaction and improved our providers' performance.
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20 Upfront Reviews

4.7 out of 5
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4.7 out of 5
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Overall Review Sentiment for UpfrontQuestion

Time to Implement
<1 day
>12 months
Return on Investment
<6 months
48+ months
Ease of Setup
0 (Difficult)
10 (Easy)
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Gloria H.
GH
Director of RCM
Mid-Market(51-1000 emp.)
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Validated Reviewer
Review source: Seller invite
(Original )Information
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.

Recommendations to others considering Upfront:

n/a Review collected by and hosted on G2.com.

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

n/a Review collected by and hosted on G2.com.

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Muhammad T.
MT
Director of Marketing
Mid-Market(51-1000 emp.)
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Review source: G2 invite on behalf of seller
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Upfront
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Bree M.
BM
Director Of Marketing And Community Relations
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: Seller invite
Incentivized Review
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.

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BP
COO
Small-Business(50 or fewer emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
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.

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Jill C.
JC
Vice President of Clinical Operations
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
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 Patiebt Bond, our star rating has improved from 3.6 stars to 4.3 stars and are 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.

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Verified User in Hospital & Health Care
EH
Enterprise(> 1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
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.

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Amit G.
AG
President
Small-Business(50 or fewer emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
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:

Sign up quick! Review collected by and hosted on G2.com.

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.

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Verified User in Hospital & Health Care
EH
Mid-Market(51-1000 emp.)
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Verified Current User
Review source: G2 invite on behalf of seller
Incentivized Review
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.

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Laura V.
LV
Director of Product
Small-Business(50 or fewer emp.)
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Review source: G2 invite on behalf of seller
Incentivized Review
Business partner of the seller or seller's competitor, not included in G2 scores.
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.

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

PatientBond is an effective way to conduct outreach without having to install an app or another tool on a device. It reaches people easily with nothing to install so it is very easy for our customers to use. Review collected by and hosted on G2.com.

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CJ
IT Support
Enterprise(> 1000 emp.)
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Validated Reviewer
Review source: G2 invite on behalf of seller
Incentivized Review
(Original )Information
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.

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Upfront Categories on G2
Patient Engagement
Patient Engagement

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