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Healthcare Execs Want To Collect More From Patients

Posted on May 26, 2016 I Written By

Anne Zieger is a healthcare journalist who has written about the industry for 30 years. Her work has appeared in all of the leading healthcare industry publications, and she's served as editor in chief of several healthcare B2B sites.

Every healthcare provider wants to get paid, of course. However, collecting the ever-growing portion of revenue that patients owe is tough, and getting tougher. That being said, the majority of providers recognize that they have a big problem and are working to boost the volume and speed of patient payments, a new study finds.

The study, which is sponsored by claims management and patient payments vendor Navicure in affiliation with Porter Research, connected with 300 of professionals, including practice administrators (36%), C-suite executives (25%) and billing managers (35%). Forty-one percent of organizations had 1 to 10 providers, 31% had 11 to 50 providers, 12% had 51 to 100 providers and 17% had more than 100 providers.

In responding to the survey, 63% of survey respondents said that patient payment processes were a high priority for their leadership teams. Their challenges in collecting from patients included patients’ inability to pay (31%), difficulty educating patients about the financial responsibility (26%) and slow-paying patients (25%).

It’s not surprising that collecting patient payments is a priority for many organizations. The study found that patient payment revenue made up 11% to 20% of total revenue for almost a third of organizations that responded. Twenty percent of organizations said patient payments accounted for 21% to 30% of total revenue, and for 23%, patient payments accounted for more than 31% of total revenue.

More than half (57%) of respondents said they educate patients about their financial responsibility, but only 42% said they always estimate the patient’s cost at the time of service. What’s more, few have implemented steps that might streamline payment. Sixty-two percent do not offer credit card on file programs, 52% don’t have automated payment plans in place, and 57% don’t send electronic statements to patients.

To address these issues, Navicure recommends that providers make several changes in their patient payment processes. These include viewing patients’ eligibility information prior to or at the time of service, collecting copays and outstanding balances, creating care estimates and enrolling patients in any available payment plans.

While the survey doesn’t address this issue directly, it also doesn’t hurt to make bills more readable. I’ve read accounts of some hospital billing departments and medical office staffers spending hours on the phone with patients going over charges. Not only does this frustrate the patients, and undermine their relationship with your organization, it wastes a lot of time. Cleaning up bill formats can go a long way toward smoothing out routine payment issues.

On that note, it probably makes sense to roll out patient-friendly billing technologies. More than 70% of respondents who have replaced paper statements with online bill payment and e-statements would recommend this technology to a peer, and 42% of respondents using automated payment plans were very or completely satisfied.

Ultimately, however, collecting more from patients probably calls for changes in policy, the research suggests. While 35% ask for a partial deposit before service, and 26% collect all of what a patient owes before service, 18% of respondents said they didn’t collect anything before prior to service, and 21% said they didn’t charge until claims were processed.

Will mHealth Apps Replaced by Chatbots?

Posted on I Written By

John Lynn is the Founder of the blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of and John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

Michael Yuan has a great post that looks at chatbots for healthcare and uses the great headline that “mHealth apps are so 2014!” Michael makes some great points about the challenges of getting patients to download mobile health apps and to get them to engage with those apps long term. There have been very few breakout hits in the mobile health app space.

For those not familiar with Chatbots, they essentially use artificial intelligence to appropriately respond to you on your favorite chat platform (Facebook Messenger, Kik, Whatsapp, Wechat (China), Google Messenger etc etc etc). Some of you may have seen my post about the way a Chinese Health Tracker integrates with WeChat. There are some really incredible benefits of engaging a patient on a messaging platform that they’re using daily already.

I think that most people just fear that messaging platforms aren’t powerful enough to really engage the patient. They often ask, can a text message change patient behavior? If you look at the WeChat integration mentioned above, you’ll see that most of these messaging platforms are becoming much more than just a set of simple text messages. However, let’s set that aside and just think about the power of a text message.

When Facebook announced their new partner program to allow people to create chatbots on their messaging platform, I asked my friend Melissa McCool from STI Innovations and MindStile if you could change people’s behavior with something as simple as a series of text messages. Her answer was a simple, “Yes.”

Of course, the devil’s in the details, but I trust that Melissa knows about how to influence patient behavior based on her experience doing it in many large healthcare organizations. The challenge isn’t technical though. Sending a text message, building a chat bot, sending a message on any of these platforms is completely academic. My 12 year old son could do it. What’s hard is what you should send, when you should send it and to whom.

While it’s great to see technology become easier and easier, that hasn’t made the challenge of behavior change that much easier. Sure, it’s great that the patient will actually read the message the majority of the time if you send it using one of these popular messaging apps. However, that doesn’t mean that the message will be effective. We still have a lot of work to send the right messages at the right time in the right way to the right people.