How a hands-on approach delivered measurable results
When a medical software company needed to make the payment experience smoother for practices and patients alike, they turned to a partner known for collaboration and innovation.
Prioritizing a personal touch
In 1968, the Cuthbert family founded a software company focused on payroll and billing for medical practices. Since then, they’ve transformed their tech into an all-in-one platform that serves as an EHR, practice management and patient engagement solution.
But no matter how big medent grows, they remain close to their roots in the small community of Auburn, New York. Their mission has never changed — to make every employee feel like family, even if they don’t share the same last name.
Fostering connection and collaboration has served them well over the years, and those values were an important deciding factor in who they chose as a payments partner.
Few ways to pay
The team at medent was providing robust software to healthcare providers that was making a difference in how they ran their practice. However, when it came to accepting payments, there were gaps that needed to be filled.
For instance, providers were stuck with processing payments outside of their medent software and then manually recording the transactions — a cumbersome task that added hours to the back-office grind each week.
And while medent had an online portal to take payments, patients had to log in, a process that didn’t support new patients and slowed transactions down for existing ones.
“We needed a solution that could reduce front‑desk burden, streamline reconciliation and integrate directly with our EMR/PM platform. Security, real-time processing and automation were essential, along with a partner who could scale with us as we continued to expand our patient engagement offerings,” said Barbara Cuthbert, VP of sales and marketing.
They knew the modern patient expected more: mobile-friendly options, contactless methods and the convenience of automated reminders. It was time for a change.
"Within the first year of partnering with Global Payments, we were able to roll out several valuable enhancements to our integration — functionality that had taken years to develop with other partners."
Barbara Cuthbert — VP of sales and marketing
Seamless, scalable tech that exceeds expectations
With a clear problem to solve, medent began working with Global Payments to design a payment integration that was tailored for providers and their patients. They embedded payment acceptance into the medent software and added text to pay, allowing patients to pay directly from their phones.
As for their patient portal woes, the solution was simple — guest checkout. The functionality allowed patients to pay without signing in while still automatically syncing payments within the software.
Practices quickly saw a reduction in front‑desk workload and a boost in overall efficiency. “The integration supports both front-office and patient‑facing workflows, helping practices streamline payment processes and reduce administrative burden,” Cuthbert noted.
The results have been stellar. “We’ve been able to equip practices with flexible tools that meet today’s patient expectations,” she added. “This partnership has helped us support a more retail-like, intuitive payment experience that aligns with the growing demand for convenience and transparency in healthcare.”
“What truly sets Global Payments apart is their responsiveness and willingness to listen. They consistently take the time to understand our goals and respond quickly.”
The power of a reliable, collaborative partnership
From the start, medent realized that Global Payments not only had sophisticated technology but also prioritized that personal touch and collaboration that the medent team strived to offer to their own clients. This collaboration was put to the test when the healthcare industry was impacted by a new regulation in the state of New York: providers were suddenly required to notify patients of the risks of paying with credit cards. So, medent needed a quick solution to keep their providers compliant without interrupting their cash flow.
They reached out to their partners at Global Payments, who immediately put together a strategy to build out a payment terms prompt hosted on their checkout page. Turns out, this feature not only met the needs of the New York providers, but it was also flexible enough to fulfill similar needs of other providers around the country.
That hands-on approach extends beyond the tech and into the go-to-market strategy. The medent team participates in Global Payments’ co-marketing opportunities, which allows partners to stand up lead generating campaigns without over-extending their own internal resources. When asked about developing cobranded campaigns together, Cuthbert said, “Their team is organized, creative and easy to work with, helping us align messaging, coordinate timelines and deliver materials that speak to the value of our integration.”
This wasn’t just a one-and-done deployment — or a one-size-fits-all solution. For medent, working with Global Payments transformed their approach to payments in the healthcare space. Cuthbert remarked, “Their flexibility, commitment to innovation and strong communication have made them a trusted, collaborative partner.”