Auburn Community Hospital (ACH) in the US, has implemented text messaging and short link technology from Dialog Health to improve patient engagement and enhance payment processes.
Serving Cayuga County and neighbouring regions in New York, the hotel first partnered with Dialog Health in September 2022 and broadened its use of trackable short link technology in July 2025 to bolster its patient collections outreach.
Dialog Health’s trackable short link technology allows ACH staff to monitor, insert, and send links within patient text messages using the Dialog Health platform.
Through the platform’s integrated AnalyticsPRO dashboard, staff can observe real-time patient interactions and gain insights into which content produces the most valuable responses.
Facing the limitations of manual outreach such as mailed statements and phone calls, ACH broadened its use of Dialog Health technology to create a more effective and measurable system for prompting patients to pay outstanding balances and access financial assistance. The adoption aimed to reduce administrative burden and improve return on investment.
During a 90-day period from mid-July to mid-October, ACH’s central billing office sent payment-related text messages to over 12,500 patients.
Of these, more than 3,700 patients, or 30%, clicked a short link. Over 1,000 patients engaged multiple times, and more than 500 inquired about financial assistance.
The short link technology reduces manual tasks while providing both unique patient and general link tracking, offering actionable data for targeted follow-up and ongoing optimisation. This approach has supported workflow efficiencies and improved the financial experience for patients.
Auburn Community Hospital CFO Jason Lesch said: “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.”
