Frequently Asked Questions

Engage offers both automated and manual messaging options. Clinical pathway messages (pre-op instructions, post-op surveys, appointment reminders) run automatically on scheduled timelines. One-time messages (emergency closures, schedule changes, urgent updates) can be sent manually as needed. You control which messages to automate and when to send manual communications.

Engage messages are completely customizable and can be changed at any time. Our team will work with you to understand your goals and then set up those unique messages. They will also share best practices of what other similar centers are using.

Yes. Messages can be customized based on procedure type, CPT code, surgeon, medical history, medications, and risk factors. This ensures each patient receives relevant, personalized information specific to their care.

Absolutely. Engage allows you to create procedure-specific and medication-specific messaging. For example, patients on blood thinners can automatically receive tailored instructions about when to stop their medication before surgery.

All patient communication is logged in an easy-to-view dashboard. Our system interfaces with your scheduling system, and you can easily see all communication to patients by date of service or date of message sent.

Engage includes various types of messages to which patients can respond. For example, patients can confirm/reschedule/cancel their appointments and arrival times. Responses can be viewed and resolved in the patient communication center.

All pending messages that are scheduled to be delivered will be omitted.

No. Once a message is sent, it cannot be recalled. However, you can send a follow-up message with corrections or updated information if needed.

Yes. Post-operative messages can be sent days, weeks, or even months after a procedure to check on recovery, provide ongoing care instructions, or remind patients of follow-up appointments.

Yes. Engage supports standardized questionnaires like HOOS/KOOS Jr., as well as custom post-op surveys.

Yes. Satisfaction surveys can be automated and scheduled at optimal times throughout the patient journey. All responses are tracked through the Communication Center dashboard for easy monitoring and prioritization.

Engage generates comprehensive reports including message delivery rates, patient engagement metrics, survey response rates, and completion statistics that can be filtered by date range, procedure type, or patient group. The reports page provides AJRR-ready reports and supports CMS quality measure reporting requirements, making it easy to pull the data you need for governing body meetings, accreditation reviews, and regulatory compliance.

Multi-channel outreach increases contact rates and accelerates payments by meeting patients where they are. Our exclusive AI-supported technology identifies each patient’s preferred communication method, resulting in higher engagement, faster resolution, and improved collection rates. This approach also reduces frustration by avoiding repeated outreach through channels patients don’t prefer.

Patients receive a clear breakdown of their estimated financial responsibility based on your scheduling data, showing what they’ll owe to your facility after insurance. The estimate is presented in easy-to-understand language and includes convenient payment options, including the ability to pay in advance or set up a personalized payment plan before their procedure.

Patients receive clear communication through their preferred channel (text, email, phone, or mail) that includes:

• The exact balance amount they owe
• What the charges were for
• When payment is due
• Available payment options

For Pre-DOS Financial Engagement, patients receive estimates before their procedure with the amount and payment deadline. For Early-Out and Bad Debt, our live agents and automated communications clearly explain the balance, the reason for it, and payment due dates, with ongoing reminders for those on payment plans.

One Mnet Health provides the widest variety of payment methods and options in the industry. Patients can pay through our call centers, Patient Billing Portal, MobilePay, Text-to-Pay, and simply mailing in a payment. In addition, we take all forms of electronic credit cards and eCheck payments, including ApplePay and GooglePay. We make it easy for your patients to select the method and type best suited to their needs.

Our Patient Support Specialists are all revenue cycle trained, experienced, and HIPAA compliant. Due to our ability to integrate into your HIS or EHR, our specialists can view detailed information on your patients and answer any complicated healthcare insurance or billing question. 95% of questions we receive by patients are answered at the very first point of contact. If a question is more complex, our specialists research the question and provide a timely answer to the patient without having to make them hold or wait on the call for it to be researched.

Our Patient Support Specialists are ready to answer patient calls Monday through Sunday with weekday hours of 8am to 9pm EST and weekend hours of 9am to 4pm EST, providing time for your patients to call off work. We have less than 1 minute hold times which means your patients do not need to waste their time waiting on hold. Our outbound patient support specialists call within the client-agreed time interval and we reach over 90% of our clients’ patient bases.

We seamlessly integrate with many health information systems and EHRs and also build custom reporting, file transfers, data exchanges, and full auto-posting.

Our multi-channel approach respects patient preferences—we reach them through their preferred communication method (phone, text, email, or mail) at optimal times determined by our AI-supported technology. If a patient prefers not to be contacted, we can adjust their communication preferences immediately. Our empathetic, healthcare-focused agents are trained to handle concerns professionally while educating patients about their financial responsibility, which typically resolves most complaints.

Big Board tracks patients throughout their journey in your facility by displaying real-time status updates across all configured board views. Staff update patient status with one click, and those updates automatically appear on every relevant display throughout the facility, from pre-op to discharge.

Yes. Big Board seamlessly integrates with your existing OR scheduling system, pulling patient information directly from your schedule to populate the tracking boards. This eliminates duplicate data entry and ensures accuracy.

Big Board is designed for easy deployment. While some initial IT coordination may be helpful for display setup and network connectivity, the system is user-friendly and doesn’t require ongoing IT support for daily operations.

One Mnet Health provides comprehensive implementation support, but not in-person installation. Our team will work with you to ensure Big Board is properly configured and your staff is trained on the system.
*Specific installation details vary by facility needs.

The OR staff has complete authority over which cases vendors see. Torq has a rules engine to automatically pair vendors to cases. We work with OR staff to set up these pairing rules. There is also a portal that allows staff to manually pair and/or unpair vendors at any time.

Vendors are paired to cases by an automatic rules engine that requires no staff action. Our rules engine accounts for over 99% of vendor pairings. The rules are based on the products each hospital covers and surgeons that hospital works with. We will work with your hospital and OR to make these pairing accurate and reliable.

Torq can set default rules that pair vendors based on surgeon preference for particular procedures, if applicable. In such a case, the OR staff helps Torq identify and create these rules.

No, vendors only see cases involving products that they cover. We have automatic pairing rules which make these assignments, and OR staff has the option to manually add or remove reps from cases.

During the implementation process, Torq reaches out to all vendors each hospital provides in order to get them on-boarded. If a vendor is new to the hospital, there is an easy way for OR staff to contact Torq, at which point we can quickly add the new vendor to our database and provide them with their unique username and password.

Torq has almost perfect vendor compliance seeing as the real-time updates provide so much benefit to them.

Torq asks the OR for a list of vendors that cover the hospital as well as their companies and product segment (recon, trauma, spine, etc.). Next, we set up pairing rules to assign the appropriate cases to vendors. Torq individually emails vendors with login information and works with the OR and vendor to customize pairing rules.

Staff users are usually up-and-running after about 30 minutes of inservicing.

We have a robust monitoring system that alerts us if either Torq or the hospital EHR is not working properly. If it continues for any sustained period of time, we reach out to the hospital to understand the situation. If the error could cause a prolonged problem for reps, we send out notifications informing reps that information on Torq is not reliable due to the outage. While Torq works on the error, vendors can still get updates manually. Once the error is fixed, we notify vendors right away.

Office is our cloud-based booking and document management solution that streamlines communication between physician offices and surgery centers. It reduces time on phone calls and faxes by allowing offices to submit procedure booking requests and upload required documents online 24/7.

Office operates independently as a cloud-based platform and does not require EMR/EHR integration. Documents and booking information can be easily uploaded to Office from any system, providing a centralized hub for managing surgical procedures between physician offices and facilities.

Yes, we provide comprehensive training to physician offices. Virtual training is available through our implementation team and online knowledge base with video tutorials and written guides accessible 24/7 through the Training tab in your portal. For additional support, our Passport Care Team is available to assist with questions and provide guidance.

Yes! Office includes reusable Booking Templates that save time for frequently scheduled procedures. Once you create a template (such as “Shoulder Arthroscopy”), repetitive information like procedure codes, diagnosis codes, and other details auto-populate for future bookings, making the process quick and efficient.

One Mnet Health is a healthcare technology company that provides products and services specifically designed for various sectors in healthcare. At our core, we provide preoperative intelligence that drives smarter clinical decision-making while streamlining surgical workflows, improving patient communication, and optimizing revenue cycle management.

We serve various healthcare segments, each with unique needs. Whether it’s to boost clinical efficiency and productivity, reduce cancellations, enhance patient engagement, improve facility coordination, and/or recover patient balances with a patient-centric approach, we have the products and services for each segment. For more information, visit: Who We Serve

We provide clinical software solutions and patient billing services designed for healthcare facilities. Our technology platform includes Medical Passport (preoperative intelligence), Engage (automated patient communication), and Big Board (real-time patient tracking), along with Patient Billing, a comprehensive revenue cycle management services including Early-Out collections and Bad Debt recovery programs.

We maintain HIPAA compliance and implement industry-standard security measures to protect all patient information. Our systems use encryption, secure data transmission, and strict access controls to ensure patient data remains confidential and secure.

Our pricing depends on the products or services you need. We are more than happy to provide an analysis of your current process and performance and show you what One Mnet Health can deliver. If we cannot significantly improve your current state, then we will tell you. Our goal is to deliver exceptional results for you and your patients. To learn more or to speak to someone further, click here to submit a request to our team, and we will respond as soon as we are able.

Centers using our solutions report back substantial reductions in:

• The nursing time for the pre-admission calls
• Handwriting assessment history and assessment forms that we auto-populate
• Delayed and cancelled procedures
• Communication with surgeons’ offices with missing or incomplete booking details and required documents

Our clients tell us that the time our solutions can give back to a surgery center ranges from 15-60 minutes per case, depending on the products or services they have. That equates to a substantial amount of clinical time that could be redeployed for patient care and really help with staffing.