{"id":47512,"date":"2026-01-29T16:41:04","date_gmt":"2026-01-29T16:41:04","guid":{"rendered":"https:\/\/messagemedia.com\/?post_type=case-studies&#038;p=47512"},"modified":"2026-01-29T16:57:37","modified_gmt":"2026-01-29T16:57:37","slug":"freshclaim","status":"publish","type":"case-studies","link":"https:\/\/messagemedia.com\/au\/case-studies\/freshclaim\/","title":{"rendered":"FreshClaim"},"content":{"rendered":"\r\n  <section class=\"header-block py-4 py-lg-7 bg-primary \">\r\n    <div class=\"container bg-primary\">\r\n      <div class=\"row align-items-center \">\r\n\r\n        <div class=\"col-md-6 \">\r\n\r\n          \r\n          \r\n                      <h1 class=\"mb-lg-4 p-0\">How SMS automation helped FreshClaim get its work-life balance back<\/h1>\r\n          \r\n          \r\n          \r\n          \r\n        <\/div>\r\n\r\n        \r\n          <link rel=\"preload\" as=\"image\" href=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2026\/01\/computer-medical-billing-scaled.jpg\">\r\n\r\n          <div class=\"col-md-6 text-center\">\r\n                          <img decoding=\"async\" fetchpriority=\"high\"  width=\"1280\" height=\"929\" class=\"skip-lazy img-fluid \" src=\"https:\/\/messagemedia.com\/wp-content\/uploads\/2026\/01\/computer-medical-billing-scaled.jpg\" alt=\"Image for How SMS automation helped FreshClaim get its work-life balance back\">\r\n                      <\/div>\r\n\r\n        \r\n      <\/div>\r\n    <\/div>\r\n  <\/section>\r\n\r\n    \n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u201cIt\u2019s definitely made a massive impact on the workflow and our ability. We\u2019re extremely happy with the time efficiency, but I think more happy with the separation from work life that we\u2019re able to implement.\u201c&nbsp;<\/p>\n<\/blockquote>\n\n\n\n<p class=\"has-medium-font-size\"><em>Courtney Walker, Operations Manager, FreshClaim<\/em><\/p>\n<\/blockquote>\n\n\n\n<p>Melbourne-based FreshClaim handles the administrative side of medical billing. Medical clinics and doctors\u2019 offices supply patient information, and the FreshClaim team communicate with the patient and the insurance company, sending billing information, invoicing patients for care that isn\u2019t covered, and following up on late payments. They send many of these messages via SMS because it\u2019s quick and accessible, with higher response rates than email.<\/p>\n\n\n\n<p>However, as FreshClaim grew, SMS became harder to handle. Team members originally messaged patients from their personal phones, which caused several issues. Writing messages and pasting in patient details was slow and fiddly, and using personal phones made it hard to separate work and home life. Dedicated team members would see a response from a patient and feel obliged to respond \u2013 even late at night or on weekends.<\/p>\n\n\n\n<p>\u201cWe started off just with the mobiles,\u201d explains Operations Manager Courtney Walker. \u201cQuite quickly we realised that you don\u2019t have any off time when it\u2019s coming to your own personal mobile.\u201d<\/p>\n\n\n\n<p>When FreshClaim merged with another billing business, taking on more patients and providers, the pressure increased. The other business did have a separate SMS system, but it was clunky and difficult, with no ability to change or personalise messages.<\/p>\n\n\n\n<p>FreshClaim needed a way to send messages to patients that didn\u2019t rely on personal phones, acted as a central reference point for patient information, and kept patient data safe and secure. Sinch SMS automation was the answer.<\/p>\n\n\n\n<p>\u201cWe really did need a system,\u201d says Courtney. \u201cOne, to have evidence of what we were doing, but two, just to separate that work and personal life that we\u2019d started to blur.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">From blurred lines to clear boundaries<\/h2>\n\n\n\n<p>FreshClaim approached Sinch MessageMedia just a few months ago, looking for an SMS solution that could move SMS off personal phones and give the team more visibility over patient messages. Courtney planned to integrate Sinch MessageMedia with the FreshClaim CRM system early in 2026, but started using the web portal as an interim solution. As Courtney explains, it\u2019s already working better than expected.<\/p>\n\n\n\n<p>\u201cI love the <a href=\"https:\/\/messagemedia.com\/au\/portal\/\">web portal<\/a>. You can see exactly what the SMS looks like before you send it,\u201d she says. \u201cIt\u2019s very handy for our workflow.\u201d<\/p>\n\n\n\n<p>Instead of copying and pasting messages to patients \u2013 risking errors every time \u2013 staff can now use templates and send messages straight from the portal. This makes mistakes less likely and gives the whole team visibility of all patients. Before, each team member took responsibility for separate patients, which could make it difficult to see what had been sent and whether a patient had responded.<\/p>\n\n\n\n<p>\u201cRecently, we had a situation where one of the girls was off on leave. When she was doing messaging herself, I had no idea where she was up to or which patients had responded,\u201d Courtney explains. \u201cThis way, it means that I can jump in and help her out.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Speed, time savings and separation<\/h2>\n\n\n\n<p>While the team has only been using the Sinch MessageMedia platform for a few months, Courtney says they\u2019re already seeing some clear benefits. Team members can now send messages in seconds through the web portal, which adds up to significant time savings.<\/p>\n\n\n\n<p>\u201cPer text message we\u2019re sending, it is easily 75% quicker than doing it on the phones,\u201d she explains.<\/p>\n\n\n\n<p>It\u2019s had a positive effect on response times. Team members can see questions from patients in the portal and respond immediately. For example, if a patient sends a question about their out-of-pocket amount or whether their invoice has been paid, a staff member can jump in and reply. In a business dealing with health services and time-sensitive queries, this is a major upside.<\/p>\n\n\n\n<p>FreshClaim now has a dedicated SMS number, so all messages come from the same source. In a world of scam messages, this is a plus, helping patients feel that they\u2019re communicating with a known, trusted provider.<\/p>\n\n\n\n<p>\u201cWe\u2019ve set up the option to have the permanent number for the same continuity,\u201d explains Courtney. \u201cIt looks a lot better than getting three different messages from different mobile numbers.\u201d<\/p>\n\n\n\n<p>While every business welcomes time savings and security features, the biggest benefit for FreshClaim is the ability to separate work life and personal time. With SMS off personal phones, staff aren\u2019t tempted to respond to patients after hours or over weekends, which helps them switch off from work and avoid burnout.<\/p>\n\n\n\n<p>\u201cWe\u2019re extremely happy with the time efficiency, but more happy with the separation from work life that we\u2019ve been able to implement.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What\u2019s next for FreshClaim?<\/h2>\n\n\n\n<p>As new Sinch MessageMedia users, the FreshClaim team are still finding their way around the system. While the web portal is working well, they\u2019re planning to use the Sinch API to integrate with their CRM in the new year. This will show SMS information alongside other patient history, for a full, accessible record of each patient. They\u2019ll also be able to include invoice links in messages, so patients can simply click through to pay.<\/p>\n\n\n\n<p>Next, Courtney is considering using Sinch MessageMedia to contact FreshClaim\u2019s other group of customers \u2013 medical clinics and doctors. The team uses HubSpot to communicate with doctors at the moment, but messages can get lost or ignored in the inbox. By integrating with HubSpot, they could add SMS for sales campaigns and reminder messages.<\/p>\n\n\n\n<p>\u201cThere\u2019s definitely going to be potential next year for a lot of growth,\u201d says Courtney. \u201cLike integrating our system and HubSpot to help automate and get information out to doctors or patients.\u201d<\/p>\n\n\n\n<p>It\u2019s about finding more ways to make life easier for FreshClaim\u2019s people and patients.<\/p>\n","protected":false},"author":30,"featured_media":47518,"menu_order":0,"template":"single-updated-case-studies.php","meta":{"_acf_changed":false,"popular":false,"coming_soon":false,"link":"","footnotes":""},"class_list":["post-47512","case-studies","type-case-studies","status-publish","has-post-thumbnail","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How SMS automation helped FreshClaim improve work-life balance - Sinch MessageMedia Australia<\/title>\n<meta name=\"description\" content=\"Medical billing startup FreshClaim needed a way to communicate with customers that didn\u2019t rely on personal phones or manual copying and pasting. 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