By Joe Maher, President and CFO, MediStreams
In healthcare payments, every penny matters. Every minute matters, too. Revenue cycle teams are under enormous pressure to do more with less, and they need partners they can count on. At MediStreams, we’ve always believed that the best technology is only as strong as the people behind it.
That belief has been affirmed in a major way:
MediStreams has achieved a Net Promoter Score (NPS) of 73 – one of the highest in the healthcare payments industry.
What Is NPS – and Why Does It Matter?
NPS is one of the most widely used measures of customer satisfaction and loyalty across industries. It’s calculated based on a single, powerful question: “How likely are you to recommend this company to a friend or colleague?” Respondents answer on a scale of 0 to 10. Based on their score, they’re grouped into:- Promoters (9–10): Loyal enthusiasts who will advocate for the brand.
- Passives (7–8): Satisfied but not enthusiastic.
- Detractors (0–6): Unhappy customers who may damage brand reputation.
Why NPS Reflects More Than Satisfaction – It Reflects Trust
In healthcare revenue cycle management (RCM), trust is everything. Our clients aren’t just buying automation tools or remittance solutions. They’re entrusting us with essential workflows tied to cash flow, compliance, and patient experience. NPS matters because it tells us not only that clients are satisfied, but that they’re willing to vouch for us. That level of trust isn’t earned through features alone. It’s earned through responsiveness, collaboration, and consistency, the heart of what we mean by a customer-first culture.What Our Clients Are Saying
Behind every score is a story. When we reviewed the written feedback from our NPS survey, certain themes stood out clearly: responsiveness, partnership, and the sense that our team genuinely shows up. Here are just a few of the comments we received:- “MediStreams is always helpful, responsive, and professional – you truly feel like a partner, not a customer.” – Revenue Cycle Director, Regional Health System
- “We never feel like we’re on our own – MediStreams always shows up to support us.” – Cash Applications Manager, National Health System
- “There’s a reason we’ve stuck with MediStreams year after year – you actually care about your customers.” – RCM Executive, Multi-Site Health System
- “It’s clear that customer service is embedded in MediStreams’ culture.” – RCM Director, Regional Hospital
What Drives Our NPS Performance
We attribute our high NPS to several key pillars of how MediStreams operates:- Responsive Support with Real PeopleWhen something breaks or changes, our team is there. We don’t hide behind tickets or offshore handoffs. We engage directly with clients to resolve issues quickly through everyday customer support and monthly planning meetings.
- Collaborative OnboardingGo-lives are often the most stressful moment in any implementation. We’ve built a reputation for hitting timelines, adapting to complex environments, and staying hands-on from configuration through launch.
- Workflow Flexibility for Healthcare PaymentsWe understand the challenges of EOB processing, ERA posting, correspondence automation, and more. Our technology is configurable to real-world workflows, not just ideal states.
- Long-Term PartnershipWe don’t treat clients like transactions. Our Customer Success and Product teams work together to ensure we evolve alongside your needs and grow together.
