Patient Access

Does a patient’s age influence their experiences with rising healthcare costs? A recent report from Experian Health and PYMNTS points to a generational gap when it comes to the impact of and responses to medical bills. The study takes a deep dive into how Gen Z, millennials, Gen X and seniors are reacting to the growing cost of care. From canceling appointments to being surprised by out-of-pocket expenses, this article looks at the key differences in generations and healthcare costs, and the tools and solutions providers can implement to support their patients. Millennials are most likely to cancel appointments due to high-cost estimates A worrying proportion of patients are choosing to delay or forego care because of concerns about cost. This seems to be felt most acutely among younger patients. According to the new data, 74% of millennials and 56% of Gen Z patients have canceled a healthcare appointment after receiving a cost estimate that was higher than they could afford, compared to 13% of baby boomers and seniors. Gen X patients fell in the middle, with just over half canceling appointments after receiving high estimates. That said, healthcare costs affect all generations. While older patients seem less likely to cancel appointments due to cost, the “Medicare Effect” suggests that many hold off seeking care in the first place, until their costs are covered at age 65. Many households, regardless of demographic, are walking a financial tightrope as inflation continues to climb and patients bear responsibility for a greater portion of healthcare costs. Providers can help minimize the number of patients forgoing essential care by helping to track down any available coverage, so patients aren’t inadvertently billed for care that could have been covered by a forgotten health plan. Coverage Discovery continuously scans commercial and government coverage using multiple proprietary data repositories, advanced search heuristics, and machine learning matching algorithms. Finding missing coverage means upfront estimates will be more accurate, and patients will be likely to see a lower co-pay amount. In 2021, Coverage Discovery tracked down previously unknown billable coverage in more than 27.5% of self-pay accounts and found more than $66 billion in corresponding charges, removing a huge burden for patients and providers alike. Gen Z patients are most surprised by out-of-pocket expenses Overall, 19% of patients found they spent more on healthcare than they could afford in the last 12 months. As would be expected, those who received inaccurate estimates (43%) experienced more financial distress than those who received accurate estimates (26%). Among those who paid out-of-pocket expenses for their most recent healthcare visit, Gen Z patients were the least aware that they would be required to make a payment, with 32% not knowing that they’d need to make co-payments. Only 20% of Gen X and 10% of baby boomers and senior patients were unaware. One way to alleviate the strain of unexpected bills is to issue cost estimates automatically, before the patient’s visit. Only 34% of surveyed patients received estimates automatically before their visit, so it’s no surprise that many are caught unaware when the final bill arrives. With Patient Estimates, patients get a breakdown of their expected costs based on real-time provider and payer data. The estimates are delivered automatically to the patient’s mobile device (along with links to convenient payment methods. An earlier report by Experian Health and PYMNTS found that patient satisfaction rose by 10% when billing estimates were provided, underscoring their value. Millennials pay the highest out-of-pocket expenses Millennials appear to have been hardest hit by out-of-pocket bills. The average across all respondents was $363, but millennials paid an average of $619. This could explain why millennials were more likely to cancel appointments. Providers can help patients manage balance bills by providing tools that make it easier to plan and pay their bills. For example, Patient Financial Clearance screens and segments patients so providers can help guide them to the most suitable financial pathway. PatientSimple and Patient Financial Advisor help patients access cost estimates, identify best-fit payment plans, apply for financial assistance and make payments, via their patient portal or mobile device. Baby boomers and seniors are most satisfied with the healthcare payment process Most patients were generally satisfied with the payment process for their medical bills. Older patients appeared to be slightly more content, with 77% of baby boomers and seniors saying they were satisfied, compared to just under 70% of Gen X and millennial patients. Gen Z was the least satisfied, at 60%. With 22% of unsatisfied patients saying they’d consider switching providers, getting the payment experience right is high stakes for providers. So, how can providers improve the payment experience for those who are less than completely satisfied? Accurate estimates, tailored payment plans, clear communication and convenient payment methods will all be in the mix. For most healthcare organizations, this will mean embracing digital tools and automation. Experian Health’s State of Patient Access 2.0 survey revealed that while younger patients may be especially receptive to a digital patient payment experience, it crosses generational lines. Members of “Gen C” – digitally-connected consumers of all ages – are looking for a streamlined payment experience. When patient loyalty and decisions about when to receive care are so heavily influenced by the financial journey, it makes sense to offer digital estimates, billing and payments where possible. The good news for providers is that prioritizing patient satisfaction doesn’t mean sacrificing efficiency. Automation and digitalization can facilitate greater choice and convenience for patients, without requiring additional staff input. In fact, it’s likely to yield productivity gains and free up staff to focus on delivering an even better patient experience, and support patients to get the care they need. Find out more about how Experian Health’s suite of patient payment solutions can help providers deliver a financial experience that satisfies patients of all generations and healthcare costs.

On July 28, the US House of Representatives voted in favor of extending Medicare telehealth flexibilities after the COVID-19 public health emergency ends. If enacted, the Advancing Telehealth Beyond COVID-19 Act will allow beneficiaries to continue to access telehealth services at any site, including their home, until December 31, 2024. Coverage for a wider list of telehealth practitioners, delivery at specific clinics, audio-only telehealth, and remote behavioral health and hospice care would also continue. After a quick implementation period at the start of the pandemic, providers spent the last two years refining telehealth delivery. However, a question mark remained about telehealth’s post-pandemic prospects. The new legislation offers welcome certainty around reimbursement, at least until December 2024. More significantly, it’s further confirmation that telehealth is likely to become a permanent fixture in modern healthcare delivery. What does that mean for providers? Telehealth is here to stay Throughout the pandemic, remote and virtual care proved an effective way for providers to maintain relatively stable service delivery and limit gaps in care. It even helped to tackle inequitable access to care by making it easier for rural and underserved communities to speak to their doctor. Now, patients and providers alike are familiar with the benefits of telehealth. It’s an expected component of the overall healthcare experience. For the American Telehealth Association, the vote is “a significant step forward in providing much-needed stability in access to care for millions of Americans… We cannot allow patients to lose access to telehealth post-pandemic, and this bill will provide stability through 2024, while giving Congress time to address how to make the policies permanent.” As telehealth is gradually stitched into the fabric of the US healthcare system, providers should consider the following three actions to maximize the opportunities that come with delivering virtual and remote care: 1) Review the digital patient journey and increase telehealth access Telehealth is more than just a video visit – a truly virtual patient care experience starts from the moment the patient books their appointment all the way through to patient billing. Recent data from Experian Health and PYMNTS found that a third of patients chose to fill out registration forms for their most recent healthcare visit using digital methods, while 61% of patients said they’d consider changing healthcare providers to one that offers a patient portal. Prioritizing the use of digital channels could therefore boost patient attraction and retention, as well as efficiency and productivity. Integrating telehealth platforms with online scheduling software means patients can choose how and when to book their appointment, and appointment options are synced with physician calendars for maximum efficiency. Similarly, providers can ease friction when patients are registering for a telehealth visit by offering digital, automated and mobile-friendly registration. 2) Prioritize personalized patient outreach and engagement While many patients are now familiar with telehealth services, many may not be aware that it’s an option or may be unsure of how it works. Patient engagement strategies are essential in communicating to patients that telehealth services are available. By providing clear information about how the visit will work, how to use the technology and how to prepare, providers can help patients understand the process more clearly so they get the most out of their visit. This is especially important for patients who may be unable to attend in-person visits (e.g., due to location, disability, or lack of transportation or childcare). Telemedicine helps these patients take a more active role in their health and healthcare journey, in turn closing gaps in care. It also creates opportunities for remote patients to access experts that they’d otherwise be unable to see. Consumer data helps providers build patient engagement and outreach strategies based on reliable demographic, behavioral, psychographic and financial information. As telehealth services grow, a tool like ConsumerView enables providers to segment, identify and communicate with different audiences so that patients receive the most relevant message at the most useful time. 3) Explore automation for efficient telehealth billing Keeping track of telehealth reimbursement regulations has been one of the key challenges for providers as telehealth services have expanded. Flexibility reduced some of the barriers to scaling telehealth services, but did leave the door open to variation in payer requirements, coding changes and geographical coverage. The new legislation would maintain the status quo for a while longer. But looking ahead, any further changes to telehealth reimbursement rules, combined with greater telehealth utilization, could leave providers with an administrative mess to clear up if they don’t have robust processes in place. Those that utilize claims management and billing tools now will be best placed to manage what may follow. Automation can ease the burden in several ways. For example, with Coverage Discovery and eligibility verification solutions, providers and patients can confirm coverage eligibility early, which will speed up collections further down the line. Another option is to use automated healthcare claims management software to ensure every telehealth claim is submitted correctly the first time. With Experian Health’s customization function, telehealth alerts can be automatically checked so providers know whether the patient is covered for virtual care. As telehealth services gain a permanent place in the healthcare ecosystem, providers should act now to optimize patient-facing services and back-end processes. Failure to do so could cause patients to look elsewhere for the healthcare experience they desire and lead to lost revenue opportunities. Contact Experian Health today to discover how data-driven insights and automation can help providers bolster their telehealth offerings to maximize reimbursements.

As the COVID-19 pandemic collides with another winter flu season, patient volumes are likely to climb – which could leave traditional patient registration processes crumbling under the pressure. Healthcare providers should identify opportunities to improve the patient registration process and guard against bottlenecks in patient access over the coming months. Streamlined patient intake isn’t just about alleviating pressure – it lays the foundations for the entire patient journey. The question for providers is whether this first touchpoint signals efficiency, compassion and convenience, or hints at errors and delays to come. The answer to that question will most likely depend on the organization’s success in delivering a digital patient access experience. Patients don’t want a stack of papers to fill out by hand in the waiting room. They don’t want to make lengthy phone calls at inflexible times. They want frictionless processes, user-friendly tools, and quick, accurate information. Pre-registration should demand as little of their attention as possible. For this reason, automated and digital patient registration solutions are likely to be differentiators for healthcare providers. Here are 5 ways to improve the patient registration process before flu season hits: 1. Offer patients convenience and choice with virtual registration options More than 8 in 10 providers say their patients prefer an online registration experience, according to Experian Health’s 2021 State of Patient Access 2.0 survey. In a more recent study, Experian Health and PYMNTS found that a third of patients filled out registration forms at home. It’s no wonder: completing forms in the waiting room is time-consuming, inconvenient, and exposes patients to the risk of infection. With Registration Accelerator, providers can offer a simple text-to-mobile experience so patients can begin registration with a single click. Registration forms can be filled out from the comfort and convenience of home, where patients are more likely to have insurance details to hand. Alternatively, some patients may choose to do this in their car before their appointment, which reduces waiting room traffic. Not only does this meet the expectations of Gen C healthcare consumers, but it also helps patients prepare for their appointments, so they’re more likely to remain actively engaged in their care. 2. Increase efficiency and reduce delays with streamlined workflows Automated patient intake also alleviates the administrative burden for busy staff. Manual patient registration incurs high labor costs, and as patient numbers increase, patient access staff cannot afford to lose time to inefficient paper-based systems. Self-service options such as patient portals allow patients to take care of more of these tasks themselves, freeing staff to focus their efforts on patients who need extra help. Automated reminders to complete forms and schedule appointments also help to reduce delays, in turn creating more efficient workflows. An added benefit of software-based processes is the ability to generate detailed insights and performance reports, which eliminates redundant tasks and flags up opportunities for further improvement. 3. Avoid costly errors with integrated data management systems One of the biggest advantages of an automated registration solution is that it can be integrated with other data management systems, including hospital information systems, electronic medical records, and project management systems. This means that staff no longer need to input the same data multiple times into different systems. It saves time and avoids errors that lead to delayed reimbursement. When patient data is pre-filled and checked automatically against information on file, there’s a far lower risk of error than in situations where a patient or staff member writes it out by hand or communicates it verbally across a noisy reception desk. Reimbursement need not be delayed while errors are found and fixed. This is the thinking behind eCare NEXT®, which integrates and automates patient access activities within a single platform. When Martin Luther King Jr Community Hospital integrated eCare NEXT® with Cerner, they saw a huge improvement in their registration processes, saving two to three minutes on more than half of their registrations. For healthcare organizations grappling with increasing registrations this winter, those minutes add up. 4. Accelerate payments from patients and payers to improve the patient registration process According to the State of Patient Access 2.0 survey, 88% of providers said they were planning to invest in patient intake capabilities in 2021, up 15% on the previous year. While the shift to online and virtual patient registration was undoubtedly motivated by the pandemic, the opportunity to accelerate reimbursements and reinforce the revenue cycle was another major driver. Registration Accelerator works alongside Patient Financial Advisor so patients can get accurate, personalized pre-service price estimates and payment management options through a single unified experience. Providers may also consider running repeated coverage checks from the moment a patient registers, to find any missing or forgotten coverage. If coverage is found, claims can be submitted promptly to payers, further increasing the options and likelihood for reimbursement. 5. Reduce no-shows and increase bookings with automated scheduling Finally, as service utilization increases over the winter months, providers will want to ensure that every possible appointment slot is filled. Integrating registration solutions with digital patient scheduling tools can help to reduce no-shows and improve the patient registration process. Patient Scheduling is a multi-channel platform for guided search and allows 24/7 access to scheduling options, which makes it easier for patients to book appointments. Automated reminders can be sent to patients so they don’t miss their appointments, with easy links to reschedule if they can no longer attend. These tools can be customized to meet the specific needs of the organization’s workflows, to increase the number of bookings and reduce the number of patients lost to follow-up. Find out more about how Experian Health’s digital patient access solutions can help improve the patient registration process ahead of the busy winter period.

The U.S. is currently struggling with a critical healthcare labor shortage that is impacting every part of the revenue cycle. In fact, the American Hospital Association has deemed this challenge a “national emergency” that is only expected to worsen. Staffing shortages leave healthcare providers vulnerable to reimbursement delays, low morale and negative patient experiences.  As a result, many healthcare providers are leveraging automation to tackle this staffing crisis. Revenue cycle management (RCM) software and analytics can help providers navigate labor shortages by relieving staff of repetitive, process-driven manual tasks and improving operational efficiency. As healthcare labor shortages continue, how can providers maximize the return on their investment in automation? The snowball effect of healthcare labor shortages The first quarter of 2022 ended with a peak of 11.9 million open vacancies in the United States. Just about every industry is feeling the impact of the Great Resignation, driven largely by the fact that more people are reaching retirement age than are entering the labor market. In healthcare, the challenge of attracting and retaining top talent is felt even more acutely - in May 2022, the healthcare vacancy rate was 8.8%, second only to hospitality services. While the pandemic created greater pressures on healthcare staff, chronic understaffing and burnout were already a problem. Now, healthcare workers are contending with the snowball effect of increasing stress, sickness absences, lack of time to train new staff and loss of morale. Potential recruits may be tempted away to industries touting fewer COVID regulations, competitive pay, and more flexible and remote positions. Healthcare providers need smart and creative staffing strategies to close the gaps. Automation should be at the heart of HR contingency planning Providers may look to traditional market forces to solve the staffing challenge. Reducing services, increasing wages, improving working conditions and partnering with local education facilities to attract new staff are all on the table. But tight margins and inflationary pressures limit the options available, and policy changes can take time to be implemented. Automation can help mitigate healthcare labor shortages in three main ways. It can reduce the workload and increase staff capacity, improve operational performance and free up resources that can be reinvested in the workforce, and create better experiences for staff (and patients). Using automation to increase staff capacity Repetitive tasks that follow the same process every time are perfect for automated programs. Shifting the load from staff to software means that fewer team members are needed for those activities, and available staff can focus on more complex issues. Patient access is a good place to start. Many hospitals have already started to scale back care due to severe staffing shortages. Online scheduling and automated registration can ease the burden as patient volumes increase. These self-service tools cut down call center queues and eliminate labor-intensive data entry. With automated pre-registration, the correct information for each patient can be pre-filled and follow them throughout their healthcare journey, so staff no longer lose entire days spent resolving data input errors. Automation can improve operational efficiency, even with labor shortages Automation is more than replacing human effort with software programs: it also strengthens operational performance. Automated revenue cycle tools can complete tasks such as data entry, coverage checks, pre-authorizations and eligibility verifications much faster – and with fewer errors – than staff. If data-driven tasks can be completed with greater accuracy and efficiency, then the entire revenue cycle will move more quickly, leading to faster reimbursement. This is especially obvious when using automation to streamline collections. It doesn’t make sense for staff to pursue all past-due accounts, but with automation and advanced analytics, they can identify the patients most likely to pay and focus their efforts accordingly. Collections Optimization Manager uses multiple data sources to automatically screen and segment accounts, so staff doesn’t waste time chasing the wrong ones. Accounts are then distributed to appropriate collections channels using specific routing and recall rules. With a better understanding of each patient’s financial situation, staff can engage with patients in a more compassionate way and resolve issues without repeated calls and emails. Alongside this, automated patient outreach can provide personalized and convenient communications about patient collections. PatientDial frees up staff from time-consuming calls by providing automated inbound, outbound and blended calls with live agents or automated interactive voice response (IVR) services. “Queue callback” automatically calls patients back when a suitable agent becomes available, maximizing staff time while improving the patient experience. PatientDial also monitors agent performance so managers can make strategic decisions to improve workflow. Using automation to create better user experiences Existing staff may worry that increasing the use of automation could lead to their jobs becoming redundant. This isn’t really the case: while automation and artificial intelligence (AI) allow RCM teams to “do more with less” and reduce the need to recruit additional staff, they should be seen as complementary to rather than replacing staff. By removing time-consuming and tedious tasks, automation creates a better experience for staff. User-friendly interfaces give patient access, claims and billing teams all the information they need to help patients quickly and accurately. And as prior authorizations and payer policy changes change ever more frequently, staff will be relieved to hand over the task of checking each payer’s website to a software program that can complete the job quickly and accurately. Shifting to online and mobile options gives patients a more convenient and satisfying user experience, too. For example, automated self-service tools can be used to give patients upfront estimates about their expected cost of care, and link to convenient payment methods. It’s a quick win for providers who will find it easier to comply with new price transparency rules and makes it easier for patients to clear their bills faster. And the result? A happier workforce, a better patient experience and a healthier revenue cycle. Find out more about how Experian Health’s automated revenue cycle management solutions can help healthcare organizations build resilience and thrive in the face of healthcare labor shortages.

COVID-19 provided an unexpected use case for patient portals. In a matter of weeks, the benefits of remote patient access were undeniable. Patient portals allowed patients to schedule, register and pay for care from the comfort and safety of home. Now, as the latest omicron sub-variant triggers another surge in case numbers, providers are again reminded of the value in making digital channels available to minimize face-to-face interaction. With staffing shortages continuing and patient numbers rising, it’s worth recapping the benefits of patient portals. Why should healthcare providers prioritize patient portals? Here are 7 reasons: 1. Patient portals can be used to communicate safely with patients as Covid-19 cases rise Health officials may be cautious about reinstating extreme measures in response to the latest wave of infections. However, they can’t afford to be complacent about an uptick in hospital admissions. Patient portals can mitigate the risks associated with increasing foot traffic by allowing patients to schedule and register for care without attending in person. Completing paperwork from home eliminates the need for patients to share clipboards or sit in stuffy waiting rooms, while online scheduling platforms enable staff to manage the flow of patients safely and efficiently. Remote patient monitoring, secure messaging and online prescription refill requests can also be managed via portals, further reducing the need for in-person visits. 2. They can ease pressure on understaffed teams Providers need to find efficient ways to handle the administrative workload that comes with higher patient volumes. It’s even tougher given increasing retirement and resignation figures. More nurses are embracing the occupational benefits of remote and virtual care and are opting to switch from high-stress facilities to telehealth positions. While this speaks to the growth and impact of remote healthcare, it leaves a gap to be filled in hospitals. Patient portals can alleviate some of the burdens by reducing the need for staff input at various points in the patient journey. For example, online scheduling reduces the number of calls to call centers. Pre-filled data and automated registration can reduce the risk of errors during patient intake, which are time-consuming to fix. Portals can also be used to help patients navigate the payments process, speeding up collections and reducing the time staff spend chasing payments. 3. Patient portals can address inefficient patient access workflows Because patient portals are tethered to the patient’s electronic health record (EHR), they provide a hub for every piece of data relating to the patient. Patients can access that golden record at any time. They get an engaging and transparent experience, and are less likely to call up to ask questions – they already have the answers. They can also check data to make sure that it's accurate, which helps avoid the delays and misunderstandings that cause friction for patient access teams. It's important to ensure that the portal itself doesn’t introduce friction. Patients need to be able to enroll in the portal without too much trouble. Automating the patient enrollment process and implementing a multi-layered identity-proofing solution can create a secure and efficient way for patients to get the most out of their portal, without compromising safety or efficiency. 4. To improve patient engagement and meet consumer expectations One of the biggest reasons to invest in patient portals is because patients say they want them. Research from Experian Health and PYMNTS found that 44.1% of patients have obtained test results through patient portals, while 18% used patient portals to fill out forms for their most recent healthcare visit. Overall, two-thirds said they use patient portals. Beyond offering a convenient patient experience, this is also a matter of patient loyalty and retention: 61% of patients say they’d consider switching providers to one that offered a patient portal, which could have a significant impact on revenue. 5. They can boost revenue by offering easy ways to pay Experian and PYMNTS research shows that around a fifth of patients uses their portal to make payments. Unfortunately, 16% of those patients said they’d faced difficulty viewing invoices, setting up payment plans and making payments through their portal, which suggests some room for improvement. Experian Health’s Patient Payment Solutions solves these challenges. A range of self-service, mobile-optimized tools simplify the patient financial journey by giving patients upfront pricing estimates, personalized payment plans and easy ways to pay. 6. Using patient portals can improve health outcomes (especially for “frequent flyers”) Patient portals also play an important role in promoting better health outcomes for patients. Research shows that when patients have access to their medical information, they feel empowered and prepared to speak to their doctor and adhere to care strategies. Multiple providers can engage with the patient through the same platform, and see what other treatments are being prescribed. This helps improve communication between the patient and provider and helps improve care management. It’s especially useful for older patients and those with chronic conditions. In this way, portals support effective care coordination, helping value-based care providers achieve their goals of reducing healthcare costs, promoting population health and closing the gaps in care that have widened over the last few years. 7. Patient portals can support compliance with price transparency regulations Finally, portals offer a route to ensuring compliance with new regulatory requirements around price transparency. The No Surprises Act and hospital price transparency rule call on providers to give patients accurate, upfront cost estimates so they can plan for their financial responsibility more easily. Patient Payment Estimates can be delivered in several ways, including through patient portals. And as noted, once the patient has their estimate, they can also be directed to easy and convenient payment methods, including through their portal. Whether it’s a surge in COVID-19 cases, rising inflation, or labor shortages, providers must find ways to build resilience, stay competitive, and continue to offer patients the flexible and transparent healthcare experience they desire. Patient portals should be part of the plan to open the digital front door. Contact us to find out how Experian Health helps healthcare organizations deliver a reliable and secure patient portal experience.

Consumer-centric digital technology struggled to disrupt healthcare as it had in other sectors – until the pandemic made it non-negotiable. Now, healthcare providers must double down on their commitment to digital patient access or risk losing patients to competitors. In a recent interview with PYMNTS CEO Karen Webster, Experian Health's President Tom Cox reflected on the findings of joint research conducted by the two organizations, which looked at how consumers are using digital tools to access care. He recommends five strategies to transform the patient journey in line with consumer expectations. 1. “Think like your kids and your parents.” Cox says the first strategy is for healthcare leaders to put themselves in the shoes of both "digital-first" and "digital-necessary" generations (with the "digital-first" persona referring to individuals who prefer using digital methods for at least five healthcare activities). Millenials and Gen Z generations lean toward a digital-first approach, having grown up with the ability to access information at the touch of a button. But Cox notes that older generations with multiple health conditions are also embracing digital tools for more convenient access to healthcare. "If you're a frequent user of the healthcare system, then you most likely will invest in using an app or digital tools. Younger generations have grown up with digital access, so that's just where they go first... They're both driving [healthcare organizations] to digital solutions, which are clearly where the future in healthcare is headed from a convenience and access perspective." Healthcare providers must recognize the needs and preferences of both ends of the demographic spectrum and identify ways to deliver convenience and choice to all consumers. 2. "Anticipate the needs of digital-first customers." Overall, one-third of patients chose to fill out forms for their most recent healthcare visit using digital methods. Cox observes that “digital-first consumers are digital-first patients.” They gravitate toward convenient digital solutions that allow them to skip administrative “relics,” such as waiting room clipboards and filling out paperwork online before they attend. Providers should consider offering online scheduling software and self-service registration so consumers can complete these tasks from home. Cox notes that enabling self-service in patient access is a win for providers too, particularly as the Great Resignation puts pressure on understaffed teams. 3. "Outsource payments to the patient." The third strategy continues the self-service theme, with the ability to pay for medical care online before a visit. Cox says there is still a “great divide between what people want and what they can actually experience.” Digital-first patients want to be able to pay online, but not a lot of patients do so currently.Cox says it's all about removing friction.  He says, “I will just tell you for myself as a patient, I much prefer to pay before I get there. Or I'd like to pay when I leave so that I don't have to get the bill. If I do get the bill, I want to be able to pay online. What I don't want is to fill out the slip with a check — the worst — or my credit card information and mail it to someone.”Moving payments to the front end of the process is not only more convenient for patients, it can also speed up collection rates for providers. Experian Health's patient payment tools help providers offer patients the 24/7, self-service, mobile-optimized payment experience they're looking for. These tools allow payments to be collected anytime, anywhere and connect patients to information about financial assistance and personalized payment plans. 4. “Provide accurate and timely estimates.” A fourth way to transform the patient experience is to provide upfront, clear and accurate estimates of the patients' likely out-of-pocket expenses. According to the research, nearly 85% of patients are highly satisfied with their care experience, but that satisfaction dropped among patients who did not know cost estimates in advance of treatment. 15% percent of patients said they run into difficulty when trying to get accurate cost estimates before coming in for care. Cox says that price transparency should top the agenda for healthcare providers: “Before we ask anyone to commit to a purchase, we should give them [an idea of] how much it's going to cost… In healthcare, oftentimes you make the purchase decision without any knowledge of how much it's going to cost. And then a lot of times people end up in tough situations. ”Determining accurate estimates is a complicated process, but consumer demand and regulatory change are increasing pressure on providers to find better solutions. Effective price transparency improves patient engagement, increases collections before and at the point of service, and reduces the total cost to collect. One way to achieve this is with Experian Health's Patient Estimates and Patient Financial Advisor tools, which generate accurate estimates of patient responsibility and communicates to them in a quick and convenient manner, so they can start to plan for their bills. 5. "Use digital tools to foster patient loyalty." Finally, providers must pay attention to the fact that patient loyalty is increasingly tied to the availability of digital healthcare solutions. According to the research, 61% of patients with an interest in using patient portals said they’d consider switching to a provider that makes one available.Cox says that for patients, “the easiest thing to measure in healthcare is convenience, so we're seeing people use convenience as the key criteria in decision making.” He says that if providers want to engage with commercially insured consumers, they’ll need to embrace digital tools that prioritize convenience for patients and ease friction throughout the patient journey. Download the full report for more insights into healthcare's digital transformation and opportunities to make better use of digital tools to improve patient engagement.

Telehealth adoption has been a bumpy ride. Remote and virtual healthcare services struggled to gain traction pre-pandemic, only to become a life raft for safe access to care when infection rates began to climb. After that initial surge, telehealth usage leveled off at around 38 times pre-pandemic levels for much of 2021. Now, while uptake has dipped slightly as patients return to in-person care, the way healthcare is delivered has changed forever. Having seen what digital healthcare solutions can do, providers are continuing to embrace telehealth and digital tools as a route to improve equity, access and efficiency. According to a new report by Grand View Research, the telehealth market is expected to reach $787.4 billion by 2028 – a compound annual growth rate of 36.5% from 2022. Research from Experian Health and PYMNTS confirms that patients similarly expect digital tools to remain on their healthcare menu, with two-thirds using patient portals. Healthcare providers must keep patients' digital demands firmly in their sights, to improve patient engagement and secure a competitive edge. For providers thinking about their next digital steps, where are the emerging opportunities and pitfalls? How to harness the benefits of digital healthcare solutions: 1. Satisfy consumer demand with hybrid models Research shows that digital-first patients prefer using online tools to schedule appointments, obtain test results and make payments. Providers can satisfy consumer demand by offering hybrid models that include in-person and digital tools. Experian Health's suite of patient access solutions allows patients to choose when and where they engage with their provider and reduces friction around booking and billing. Clean data and reliable patient matching can give patients a seamless experience as they move between online and in-person interactions. 2. Connect with diverse communities to increase access to care Adoption of telehealth and digital opportunities goes beyond consumer satisfaction. Opening healthcare's digital front door enables communities that often find it challenging to access care, such as rural and lower-income communities, to overcome obstacles. Online scheduling tools can give busy families and those who may be juggling multiple jobs opportunities to book appointments at a time and place that suits them best. Data on the social determinants of health and patients' financial circumstances can be used to direct those in need to financial assistance, so patients don't miss care out of concerns about cost. Digital healthcare solutions can also be a better fit for younger patients who automatically reach for their mobile devices to interact with services. 3. Automate to save resources and mitigate rising inflation Automated and self-service digital healthcare tools that eliminate the need for manual input are also far more efficient than analog alternatives. Providers can save valuable staff time and resources and redirect them to where they're most needed. A more efficient and adaptive approach to healthcare delivery can help combat rising inflation and ride out economic shocks. Pitfalls to avoid when implementing digital health solutions: 1. Close the expectation gap – especially around payments Despite these advantages, a gap remains between how patients say they want to use digital tools, and whether they can actually use them. For example, in The Digital Healthcare Gap report by Experian Health and PYMNTS, 32% of patients who don't currently use patient portals said they'd be interested in doing so if one was available. There's a similarly stark gap between the number of patients seeking upfront cost estimates and those who get them. Only 24% of patients said they had access to a patient portal that offered pricing estimates. To increase patient satisfaction (and bump up collections rates), providers must expand portal capabilities to include cost estimates, payment plans and other services that patients repeatedly say they need.Closing the expectation gap will be particularly relevant to providers that want to attract new and younger consumers, who are more likely to expect and use digital healthcare solutions. 2. Eliminate disjointed data with interoperabiliy Digital and data-driven tools are only as powerful as the data they’re built on. If patient information is inaccurate or incomplete, the convenience and ease expected of digital healthcare solutions start to break down. Providers must find digital healthcare solutions that are convenient for patients to use, but also compatible and easily integrated with the wider information ecosystem. A unique patient identifier is one way to ensure that these innovative tools and apps work together and ensure staff have access to up-to-the-minute patient information. Getting the back-end setup right will ease friction in the patient journey. 3. Avoid missed opportunities to scale with actionable analytics As the pandemic has shown, telehealth and digital healthcare solutions have the power to open access to care, but only if they are made available to the right patients at the right time. Experian Health's data and analytics solutions allow providers to identify gaps in digital strategy delivery, understand and segment patients, and adopt a flexible and responsive approach to create a frictionless patient journey. Find out more about how Experian Health can support healthcare organizations to maximize the opportunities in implementing digital healthcare solutions and secure the digital advantage.

Consumers are increasingly turning to digital channels such as online patient portals to streamline care management and communication with healthcare providers. Digital-first consumers and younger generations are now expecting seamless online experiences from all industries, including healthcare. Providers will need to accommodate their patients' wants and needs or risk losing them to competitors. In fact, research shows that 61% of consumers who are “very” or “extremely” interested in using patient portals would switch their healthcare providers if other providers made such portals available. A new collaborative report between Experian Health and PYMNTS examines how healthcare providers are currently using these channels, and identifies gaps and new opportunities for improvement. Opening healthcare's digital front door is now more important than ever. Find out more about how Experian Health’s digital tools and solutions can help providers streamline the patient journey.

Healthcare staffing shortages are patients' biggest safety concern, according to a new study by ECRI. Pandemic pressures led many healthcare workers – clinical and non-clinical – to join the “Great Resignation,” causing a significant drop in hospital employment since February 2020. Insufficient staffing can lead to longer wait times and clinical and administrative errors, which can present a real threat to patient safety. Critical shortages also erode financial performance through wage inflation, recruitment and training costs, and hampered productivity. As the problem persists, providers are seeking effective solutions to alleviate the burden on their existing workforce and solve for healthcare staffing shortages. Digital tools and automation should be top of the list to help improve efficiency, increase staff satisfaction, and corral the resources needed to deliver high-quality care in a cost-effective way for non-clinical jobs. Creating the conditions for a thriving healthcare workforce The pandemic exacerbated longstanding issues with understaffing and burnout that led to healthcare staffing shortages, but it also expedited several digital innovations that may be part of the solution. An aging population coupled with increasing public health concerns aren't going to make the situation any easier, so healthcare leaders should leverage these digital advances to build a resilient workforce. For non-clinical roles, advanced data analytics and automation can complement wider workforce strategies – by making it easier for downsized teams to do more with less. This can help reduce time-consuming manual work, eliminate frustrating and unnecessary rework, and streamline workflows to increase efficiency and job satisfaction. By handing off repetitive and rule-based tasks to intelligent software, administrative and billing teams will be able to manage the growing workload with less staff and focus their efforts on the tasks that really need a human touch. How digital tools can fill in the gaps created by healthcare staffing shortages 1. Streamline non-clinical workflows with advanced analytics Analytics can capture organization-wide insights to inform planning and optimize staff resources on a day-to-day basis. By taking a deep dive into existing processes, providers can better understand what tasks are really necessary. Eliminating superfluous activities and automating those that don't need a human touch means that available staff can be deployed more efficiently. This is more than simply digitizing existing workflows. The real power lies in combining updated technology with strategic process improvements. For example, automated patient outreach allows providers to send automated messages and appointment and bill reminders to patients, so fewer staff members are needed to manage calls. It can also be used alongside consumer data to segment patients according to their needs, so providers can identify and reach out to those that may need to reschedule care. This can help forecast future demand with greater accuracy. 2. Facilitate self-service patient access with automation Equipping patients with the digital tools to complete more administrative tasks themselves is another effective way to reduce the need for staff input. Self-service patient scheduling and registration solutions give patients the convenience and choice they desire (as revealed in Experian Health's State of Patient Access survey 2.0). They also minimize the manual tasks and call volumes that put pressure on understaffed patient access teams. Digital scheduling also plays a role in patient care. Online scheduling reduces the risk of no-shows because it's easy for patients to book and reschedule appointments at a time they know they can attend, thus avoiding diagnostic and treatment delays that could lead to poorer health outcomes. And unlike manual registration processes, data errors are far less likely, which helps avoid delays and rework later. Automated self-scheduling and registration platforms allow small teams to handle more complex work, which improves staff satisfaction and increases the likelihood of positive patient outcomes. 3. Let better data minimize staff time spent on revenue cycle tasks Understaffed teams must allocate their time carefully. Significant amounts of staff time can be saved throughout the revenue cycle with more accurate and timely data. For example, Kootenai Health in Idaho saved 60 hours of staff time in two months by automating patient financial clearance. More patients were assigned to the correct financial pathway, and reliable data insights helped reduce manual work and guesswork, leading to fewer bills being written off. A particular challenge for busy teams is managing frequent changes to prior authorization requirements. Prior authorization software pulls information from multiple health plan websites to give staff real-time visibility into current requirements and generates an exception-based workflow so they can focus on high-priority tasks. Ease workforce pressures and enhance the patient experience with automation Automation is not a substitute for the care and attention provided by expert healthcare workers. However, new digital and data-driven technologies can complement person-to-person interactions and ease pressure on busy teams. Integrating reliable data sources, analytics and responsive workflows can help providers manage current shortages and future workforce challenges by removing unnecessary manual tasks, reducing errors, and offering insights to improve patient-facing and back-office systems. Contact us to find out how Experian Health's data-driven insights and automation can help solve for healthcare staffing shortages, protect the revenue cycle and maintain high-quality standards of care.