Zotec Partners has a mission to ensure clinicians understand the current regulatory landscape and keep up with trends in the marketplace. Our team has been busy educating the medical community this spring through a series of trade shows and conferences around the country. The team has been on the road with stops in Chicago, IL; Marina del Rey, CA; and Nashville, TN.
Joe McMurray, Zotec’s Senior Vice President of Patient Experience, spoke at Becker’s Annual Meeting held April 28–May 1 in Chicago, Illinois. His presentation focused on how retail-inspired healthcare experiences can foster patient trust and drive better financial outcomes, including faster payments, higher collections, and improved satisfaction scores.
McMurray explored the psychology behind how patients remember their healthcare experiences. “People tend to recall two moments most vividly—the peak clinical interaction and the final experience, which is usually the financial one,” he explained. “There’s a common misconception that only the clinical side drives satisfaction. But more often, it’s the billing process—the accuracy of the bill, how understandable it is, and how easy it is to pay—that leaves a lasting impression. A great patient experience must be both clinical and financial.”
He emphasized that communication preferences differ from patient to patient: some prefer paper, others email, text, or phone calls. To meet these varying needs, McMurray stressed the importance of leveraging technology to personalize outreach, streamline interactions, and improve first-contact resolution of the bill. Zotec’s platform is designed to do exactly that. According to McMurray, clinicians using Zotec’s system have reported appreciable increases in collections, faster payments, and stronger patient satisfaction scores.
“Zotec’s models determine the most effective initial outreach channel and based on patient response, guide the next best action—whether it’s a text, email, paper statement, or phone call,” he said. “We also evaluate how long to continue outreach. It’s no longer just about a 90-day campaign. We’ve seen improved collections past 120 days, which reduces reliance on collection agencies. This approach drives more payments, reflects empathy, and results in higher satisfaction. Our models continuously learn and adapt to deliver even better experiences and financial outcomes.”
McMurray also highlighted the comprehensive suite of technologies offered by Zotec—including coverage detection, email discovery, and online reputation management solutions. These solutions help providers reduce bad debt, improve cash flow, and elevate the patient experience.
The administration change at the federal level has created a lot of uncertainty among clinicians. Zotec Partners’ Vice President of Regulatory Affairs & Industry Liaison Ed Gaines gave updates on what’s happening with Congress and the various regulatory agencies at the Strategic Radiology Spring Meeting which took place in Marina del Rey, CA, April 25-27.
“It’s important to update clinicians on what’s happening in the industry – give them the landscape,” said Gaines. “There is so much to talk about this year with the Budget Reconciliation process.”
Gaines shared the latest updates from the company’s Advocacy Platform, which helps keep thousands of clinicians informed about pending legislation and encourages them to take action on measures that affect them.
“Zotec Advocacy is really unique,” said Gaines.“ We have a dedicated department and professionals to provide a very concerted effort and major investments in educating clinicians about the landscape.”
He says that yields results, and shows clients that Zotec is advocating for them.
Presenting at conferences and trade shows clinicians around the nation that Zotec is a leader in the industry and committed to advocacy and education.
Zotec Partners’ Executive Vice President of Healthcare Advocacy Mark Isenberg took the latest news from state legislatures around the country to the Radiology Business Management Association PaRADigm Annual Meeting in March in Nashville, TN.
Mark focused on “Strategic Radiology Reimbursement & Regulatory Updates” during his presentation to attendees. He said states are moving far more quickly than the federal government in changing laws that affect health care clinicians because they are more nimble. He stressed the importance of staying on top of legislative news and told clinicians that the changes this year around the country could have huge ramifications for imaging centers and clinicians.
