UNITED STATES — A recent MedCity News report finds that patient payment processes, beyond the clinical care experience, are a primary driver of loyalty in the healthcare industry. It emphasizes that when processes become inefficient, patients are more likely to seek providers with simpler processes.
The report cited a PYMNTS study, which found that:
- More than half of US patients report billing errors and unnecessary complexity.
- Up to 60% of patients would consider switching providers due to these inconveniences.
These challenges are often attributed to poorly integrated payment workflows that leave patients to repeatedly re-enter information, creating an additional burden.
What This Means for the Healthcare Industry
Healthcare providers focus on improving their clinical services, but this report also highlights the importance of their billing and payment functions.
Patients are increasingly comparing healthcare processes with the seamless digital transactions used in other industries. This reflects that providers who modernize their payment experiences will gain a competitive advantage.
Outsourcing as a Solution
It’s the disconnect across separate processes that erodes patient trust and increases dissatisfaction. Hence, the key resolution is to simplify this journey while preserving quality and maintaining the internal focus on care delivery.
Leveraging outsourcing payment processes and technology can help healthcare providers:
- Enhance their billing processes and improve transparency
- Dedicate support teams to handle billing inquiries
- Integrate scheduling, payment, and billing processes into unified systems
