About Upfront

Upfront continuously seeks clients’ feedback to better understand their needs. We are excited to realize many client suggestions in our 2022 product road map. For example, research, design, and requirements are already complete for several new APIs and bidirectional HL7 feeds in service to our clients' interoperability goals and in effort to ease implementation efforts. Our road map also includes a shift in how we share reports and outcomes for ease of access and internal distribution. Our performance insights are being augmented with scorecard measures that package and visualize outcomes and ROI. Additionally, we are growing our feature set to strengthen our competitive position and enable our clients to consolidate vendors and sunset niche patient communications solutions. A big theme we heard in 2021 was the strategic goal to unify and personalize the patient experience to optimize trust and loyalty. Concurrently, clients are looking for opportunities to bring greater efficiencies to their burned-out, underresourced employees. With those needs in mind, we are adding two-way SMS messaging, the ability to transfer from a phone call to text, the ability to send messages triggered from other source systems, and more. All of these will enable our clients to replace single-feature vendors. The two-way SMS messaging will also save time for staff members across the health system: (1) front desk staff will be able to select in bulk to send embedded rescheduling microsites for emergency office closures; (2) care managers will be able to communicate in real time with their patients; (3) nurse navigators will be able to support complex, high-risk patients through out-of-network referral scheduling; and (4) call center staff will be able to more efficiently assist patients with questions and concerns.