The healthcare sector is experiencing a pivotal moment, where enhancing the patient payments experience is as crucial as delivering top-notch medical care. A compelling 90% of consumers assert that their financial experience significantly impacts their decision
to return to a provider, spotlighting the vital role of Patient Financial Engagement (PFE) technologies in modern healthcare (1).
The Emergence of PFE Technologies
As healthcare costs continue to rise, patients increasingly find themselves facing significant out-of-pocket expenses. In response, healthcare organizations are strategically turning to Patient Financial Engagement (PFE) technologies. These technologies,
ranging from Interactive Voice Response (IVR) systems to comprehensive patient portals, serve a dual purpose: they enhance patient loyalty and increase staff efficiency by automating routine tasks. Future trends indicate a move towards more integrated systems,
where PFE technologies could leverage artificial intelligence to provide personalized financial guidance to patients, based on their unique health needs and financial situations.
Innovative PFE Offering - Buy Now, Pay Later
A significant addition to PFE technologies is the "Buy Now, Pay Later" (BNPL) or "Care Now, Pay Later" option. This innovative solution addresses the challenge of high medical costs, providing patients with access to vital, potentially life-saving treatments
that they might otherwise be unable to afford. By offering flexible payment plans, BNPL can improve patient outcomes and experiences, ensuring that financial constraints do not hinder access to necessary healthcare services.
IVR and Automated Payments
IVR systems represent a leap in patient interactions, offering round-the-clock automated phone payment options. These systems are particularly beneficial in scenarios where patients, especially those in rural or underserved areas, might have limited internet
access. By providing an easy-to-use, voice-guided payment option, IVR systems encourage timely payments and reduce the workload on administrative staff. Looking ahead, advancements in voice recognition and natural language processing could make IVR interactions
more intuitive and patient-friendly, further reducing barriers to timely payment.
Simplified and Secure Transactions
The shift towards simplified transaction methods, such as pay-by-text and card-on-file systems, marks a significant step in enhancing patient convenience. These methods not only streamline the payment process but also provide robust security measures to
protect patient data. As cybersecurity concerns continue to grow, we can expect these systems to incorporate more advanced security protocols, such as blockchain technology, to ensure the utmost safety of patient financial information.
Tangible Benefits for Healthcare Organizations
The advantages of PFE technologies extend beyond patient convenience. They contribute to faster and increased consumer payments, reduce administrative costs, and improve call center productivity. A KLAS Pulse Check on Patient Financial Engagement in 2021
revealed that 64% of healthcare providers saw an increase in collections when these technologies were implemented (2). Additionally, 55% experienced a reduction in overall costs, underlining the significant ROI these technologies bring to the table.
The Path Forward
As healthcare continues to evolve, the integration of PFE technologies stands as a testament to an industry committed to innovation and patient-centric care, that could save lives. These technologies are not mere tools; they represent a paradigm shift towards
a more connected, transparent, and efficient healthcare system. With 99% of early adopters reporting ROI within the first year, the message is clear: the future of healthcare lies in embracing these transformative technologies (3). By adopting these innovations,
healthcare providers can significantly enhance patient satisfaction, operational efficiency, and financial performance. In a world where financial experience significantly shapes patient loyalty, PFE technologies offer a beacon for a more connected, efficient,
and patient-centered healthcare system.
Postscript References:
California Health Care Foundation (CHCF) - Health Care Costs 101, 2023 Edition https://www.chcf.org/publication/2023-edition-health-care-costs-101 (1).
KLAS Pulse Check Patient Financial Engagement 2021 https://revcycleintelligence.com/news/patient-financial-engagement-technology-going-beyond-collections * (2) (3)