March 20, 2020
Patients don’t always trust their medical provider or insurance company to provide accurate bills. Patient mistrust and confusing bills can lead to delayed or skipped payments and larger customer service issues. And, a less-than ideal financial interaction may even propel patients to change providers or forgo healthcare services.
The key to overcoming patient payment challenges is scrutinizing your patient financial experience and tailoring it to meet each patient unique needs and financial situation. If your patients are struggling to understand their bill or make a payment, pinpoint key touchpoints, and use digital communication to bridge communication gaps. Pre-service engagement, for example, is a great opportunity to prepare patients of their financial obligation and even set up a payment plan. A consumer-centric payment platform like the all new PersonaPay must be easy to use (no passwords or usernames) and provides payment options that they are most apt to use to fulfill their financial obligation.
Helping patients anticipate, plan, and pay for medical expenses will ultimately help build their trust and loyalty. Here are some other techniques that providers can use to improve the patient experience:
Steve Callis, RevSpring’s president of payments, recently spoke with PaymentsSource to discuss the patient payment experience and how to overcome these payment barriers. Read about it here.