The patient experience is full of pivotal moments that shape their care, from scheduling to symptom management to coverage changes. But too often, those moments are disconnected, delayed or impersonal.
To build trust and drive better outcomes, you need to bring care communications under one roof. Your patients should experience one health system, not a maze of departments.
What’s Getting In the Way of Better Patient Engagement
Even the most patient-focused care teams hit real barriers:
Fragmented Systems
Different tools for pharmacy, care management, outreach, etc. create a disjointed experience for the patient.
Data Without Direction
You're tracking refill gaps and call center logs. But you’re struggling to act on what they mean in time to make an impact.
One-Size-Fits-None Messaging
Generic outreach doesn't address why patients fall off their journey, such as financial, emotional or logistical reasons.
Manual Outreach Workarounds
Teams spend hours triaging which patients to call—while too many other patients who need help go unseen.
The Solution: CSG Xponent
Xponent connects every patient signal—digital or human—to power better experiences. Unlike singlepurpose platforms, Xponent breaks down silos across pharmacy ops, care teams and patient engagement channels to deliver one unified experience that feels responsive, personal and proactive.
You’re not just reminding them to take their meds.
You’re showing them that someone’s paying attention.
70%
While most patients stick with their primary care provider, nearly 70% would switch if another option delivered a better experience.
How Xponent Works For Healthcare Teams
Analyze Patient Journeys
See how patients engage across digital and live channels. Xponent uncovers friction like refill delays, symptom escalations or care access gaps. You’ll know exactly what needs fixing to drive better outcomes.
Build Real-Time Profiles
Xponent integrates data from pharmacy, EHR, patient preferences and many other sources to build a unified profile for each patient. Go beyond basic demographics to capture behaviors, preferences, barriers and support needs.
Orchestrate the Experience
Patients don’t follow linear paths. Whether patients miss a refill, skip a call, or flag a symptom, Xponent adjusts the journey with personalized content, care team nudges or new channel tactics.
Deliver Coordinated Communications
Design and send HIPAA-compliant, omnichannel messages (SMS, email, voice, print) from a single system. Every message is tailored to the patient’s situation and engagement preferences.
Where Can CSG Help?
Finding & Receiving Care
Ongoing Care & Follow-Up
Billing & Financial Transparency
Account Security & Trust
Wellness & Adherence
Allow patients to schedule, confirm or reschedule visits through digital channels. Provide reminders that include directions, parking details and test result alerts with clear portal access instructions. Refill prompts keep treatment plans on track, while pharmacy locator support helps patients quickly find hard-to-access medications nearby.
Deliver personalized nudges for medication, vitals or preventive care. Let patients know when a provider is delayed and make rescheduling simple. After each visit, send clear instructions for home care, medications and follow-ups.
When bills are ready, send personalized reminders that explain charges and make it easy to pay. Provide flexible payment plans that make sense for the patient and adhere to your policies.
Protect patient data with HIPAA-compliant multifactor authentication and automatic alerts for suspicious activity.
Drive long-term loyalty with wellness program invitations, timely health plan renewal reminders, and value-added touchpoints that go beyond the clinical interaction.
Why Healthcare Teams Trust CSG
Prescription Refills Orchestrated Annually
Enabling timely, relevant engagement across pharmacy, care teams and patients.
Drop in Call Volume
Delivered for a regional provider through proactive, personalized communication flows.
Make Healthcare Feel Human With CSG
Faster Payments
Driven by tailored billto-payment journeys that reduce patient confusion and improve follow-through.
CSG’s solutions enable our clients to deliver more engaging and personalized communications between our doctors and their patients.
