How Regional Hospital Added e-Statements to Reduce Costs and Drive More Online Payments

 

THE CHALLENGE
Paper billing was leading to high operational costs and long billing cycles. The percentage of patients who made a payment online was lower than anticipated.

THE SOLUTION
The hospital’s billing process wasn’t leveraging the power of convenience or the effectiveness of digital communication to patient experience.

THE RESULTS
Huge yearly savings in hard costs.
Significant increase in paperless billing opt-ins

54% increase in online patient payments

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The role convenience plays in paying medical bills

Almost two-thirds of the participants in our patient payment study identified customer-service or billing-related issues as the number one area they wish would change.
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Patients want frictionless communication with providers

Patients now expect a hospital or doctor’s office to provide the same types of convenient communication and payment options they experience elsewhere?
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high-deductible health plans have made the patient the payer

With a much higher percentage of medical bill balances falling to patients, providers can no longer rely on insurance payers to offset the impact of bad debt.
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