Our healthcare client’s billing strategy had remained the same for some time, even though the patient consumer model was becoming more complex. As a result, patients were confused with the billing process. This slowed their payments so much, with total patient payment at $150M per year, our client’s bad debt had reached $51M.
With 35% of our client’s patient payments occurring online and the remainder paper-based, Element Consultants started by using paper-based communication to drive messaging about quick and easy payment choices with an online focus. We then turned to their website to create a more friendly user experience by minimizing steps for payment with a combination of QR Codes, PayMyBill and Payment Plans. We segmented our client’s patient population and developed a targeted outreach program. Finally, the payment model, now based on measurable metrics, was tied directly to financial performance.