Enhancing the patient experience through people-centered payments

August 18, 2021

Leverage technology for people-centered payments that enhance the patient experience, simplify billing practices and improve revenue cycles.

By Joe Myers, President of North America at U.S. Bank Payment Solutions/Elavon Inc.

 

U.S. Bank is here to help simplify your financial life. The impact of COVID-19 created an opportunity to maintain your operations in an increasingly remote world. Here are solutions you can implement as you and your employees adapt to what's ahead.

COVID-19 accelerated the adoption of digital technologies and spurred innovation in new care models and patient experiences that put an emphasis on safety and convenience, such as telehealth and remote clinical monitoring. The pandemic also exposed weaknesses in business practices ranging from patient communications to billing methods that left patients and family members confused and frustrated.

The pandemic transformed the ways that consumers pay, influenced by the rapid adoption of digital and contactless payment methods in segments from retail, to grocery, restaurant, and service industries. As a result, patients now expect similar innovations in how they pay for healthcare and are increasingly demanding better experiences tailored to their unique needs.

Healthcare providers in tune with this shift are placing a renewed focus on patient engagement, adopting practices centered on improving the connection between a patient’s physical and financial health. Success extends beyond implementing the latest technology. It requires a deeper understanding of the people behind the payments: patients, families, and healthcare staff.

As witnessed in the results of our 2021 Healthcare Payments Insight Report, when chosen wisely, technology helps everyone work better together to provide the most convenient and suitable payment options that meet patient needs and expectations. Simply put, people-centered payments enhance the patient experience, simplify billing practices, and improve revenue cycles.

 

Patients want a people-first experience 

Many innovations adopted in response to pandemic-related safety guidelines or patient concerns proved wildly popular. Venture investors pumped over $30 billion into digital health start-ups since the beginning of 2020, with an emphasis in telemedicine and other technologies that make medical systems more effective.

The popularity for telehealth bore out in our study. In our 2019 survey, 66% of Americans were interested in video or phone consultations, yet only 10% reported receiving a telehealth appointment. The pandemic accelerated the adoption, and two-thirds of this year’s respondents said they had at least one telehealth consultation in 2020. A full 69% told us they want telehealth to remain an option going forward.

Notably, of the 65% who had a telehealth appointment in 2020, 45% told us they received their bill via postal mail. This is a missed opportunity to continue the digital-first experience that patients – especially Millennials and GenZ – crave.

Healthcare lags other consumer-oriented industries, and it can impact patient’s decisions when choosing a provider. Nearly half (46%) of consumers rated healthcare as the most difficult industry when it comes to making payments. People wish healthcare were more like the banking industry, where they easily log into a portal or mobile app to check balances, make deposits, transfer money, and pay bills.

When providers know and understand what people need, they are better prepared to tackle the system upgrades and integrations necessary to deliver a better patient experience. There are many opportunities for improvements surrounding digital payments, billing communications and online security. 

 

Top 5 Digital Options Patients Want Modernized

 

Providers must embrace digital innovations, or risk losing their patients to technology-forward competitors. CXOs and CMOs should take note. Since payment is often the final step in the experience, patients who get frustrated when paying a medical bill will often leave a negative review, even if they were satisfied with the clinical care. In today’s competitive healthcare environment, providers can’t risk their reputation by being perceived as technologically behind.

Thoughtful investment in updating revenue cycle and payment workflows can yield positive results for providers and patients. In addition to an improved patient experience that builds loyalty, providers gain efficiencies that yield financial rewards.

Consider the following insights related to revenue collection as you prioritize investments to modernize the patient financial experience:

  • 44% pay medical bills faster when receiving digital notifications 
  • 49% would pay by text if available
  • 82% are likely to choose recurring payments
  • 75% would consider opting for a lump-sum discount

Productivity also rises with the integration of payments. When payments are connected to appointment booking and electronic health records (EHR) systems, staff spends less time reconciling various platforms and entering information manually. This reduces errors and frees them to focus on tasks that directly improve the patient experience.

Successful consumer financial engagement is crucial to delivering a positive patient experience. Meet them with people-centered payment solutions for the new normal.

 

As Chief Revenue Officer and President of Elavon North America, Joe Myers leads over 1,000 sales, marketing, digital strategy, and customer account management professionals focusing on building loyalty in our existing customer base, seeking key referral relationships, and driving overall new business development. He has held high-profile leadership positions in the payments industry for over 20 years, and is instrumental in the overall U.S. Bank payment solutions growth strategy.

To learn more about how the pandemic is transforming healthcare payments and patient expectations, check out the full results from our survey in our 2021 Healthcare Payments Insight Report.

Related content

How blockchain technology is changing treasury

Blockchain: Separating hype from substance

The AI journey in finance: How to make it part of your strategy

Common pitfalls to avoid in the equipment financing process

Finance or operating lease? Deciphering the legalese of equipment finance

Buying or leasing? Questions to ask before signing a contract

The secret to successful service provider integration

Colleges respond to student needs by offering digital payments

6 timely reasons to integrate your receivables

Benefits of billing foreign customers in their own currency

Webinar: Digitizing receivables to transform B2B rent payments

Integrated receivables management solution supports customer focus at MSC Industrial Supply

Improve government payments with electronic billing platforms

Hospitals face cybersecurity risks in surprising new ways

Webinar: Robotic process automation

Webinar: CRE treasury leader roundtable

Webinar: CRE technology trends

5 Ways to protect your government agency from payment fraud

Government agency credit card programs and PCI compliance

Drive digital transformation with payments innovation

Access, flexibility and simplicity: How governments can modernize payments to help their citizens

Modernizing fare payment without leaving any riders behind

Tap-to-pay: Modernizing fare payments pays off for transit agencies and riders

What government officials should know about real-time payments

How real-time inventory visibility can boost retail margins

Escheatment resources: Reporting deadlines for all 50 states

Payment industry trends that are the future of POS

White Castle optimizes payment transactions

ABCs of APIs: Drive treasury efficiency with real-time connectivity

Time is money: Intelligent Payment Routing saves businesses both

Managing the rising costs of payment acceptance with service fees

Three healthcare payment trends that will continue to matter in 2022

Want AP automation to pay both businesses and consumers?

Webinar: CSM corporation re-thinks AP

Digital trends poised to reshape hotel payments

Restaurant survey shows changing customer payment preferences

Increase working capital with Commercial Card Optimization

Luxury jeweler enhances the digital billing and payment customer experience

How to improve digital payments security for your health system

Enhancing the patient experience through people-centered payments

Banking connectivity: Helping businesses deliver the easier, faster, more secure customer experience of the future

Unexpected cost savings may be hiding in your payment strategy

How COVID-19 is transforming healthcare payments

3 benefits of integrated payments in healthcare

Top 3 ways digital payments can transform the patient experience

Automate accounts payable to optimize revenue and payments

Automate escheatment for accounts payable to save time and money

Ways prepaid cards disburse government funds to the unbanked

Webinar: AP automation for commercial real estate

Understanding and preparing for the new payment experience

Safeguarding the payment experience through contactless

COVID-19 safety recommendations: Are you ready to reopen?

Government billing survey: The digital transformation of the payment experience

Higher education and the cashless society: Latest trends

3 ways to make practical use of real-time payments

How AI in treasury management is transforming finance

4 benefits to paying foreign suppliers in their own currency

Empowering managers with data automation and integration

Digital Onboarding helps finance firm’s clients build communities

What corporate treasurers need to know about Virtual Account Management

ABCs of ARP: Answers to American Rescue Plan questions for counties

Overcoming the 3 key challenges of a lump sum relocation program

Treasury management innovations earn Model Bank awards

Streamline operations with all-in-one small business financial support

Checklist: What you’ll need for your first retail pop-up shop

How mobile point of sale (mPOS) can benefit your side gig

How to redefine challenges with business collaboration

Why ecommerce for small business strategy is integral

Rethinking common time management tips

How to apply for a business credit card

How jumbo loans can help home buyers and your builder business

How a small business is moving forward during COVID-19

How Everyday Funding can improve cash flow

How to accept credit cards online

How running a business that aligns with core values is paying off

Meet the Milwaukee businessman behind Funky Fresh Spring Rolls

3 ways to gain loyalty with your customers

When your spouse has passed away: A three-month financial checklist

How to save money in college: easy ways to spend less

3 awkward situations Zelle can help avoid

Dear Money Mentor: How do I set and track financial goals?

P2P payments make it easier to split the tab

Dear Money Mentor: How do I begin paying off credit card debt?

Myth vs. truth: What affects your credit score?

Start of disclosure content

Loan approval is subject to credit approval and program guidelines. Not all loan programs are available in all states for all loan amounts. Interest rate and program terms are subject to change without notice. Mortgage, home equity and credit products are offered by U.S. Bank National Association. Deposit products are offered by U.S. Bank National Association. Member FDIC.