There are more people online than ever before, including users ages 65 and older. Many of these users have been lost in a digital divide and hampered by negative perceptions of aging that amplify technology anxiety.1 Though this demographic has been increasing exponentially, fears still remain.
A 2025 AARP study found that while most adults aged 50 and up use financial technology for online shopping or banking, privacy concerns around the use of personal information prevent older users from fully embracing digital payments.
For healthcare patients, concerns about security and privacy inadvertently compromise the patient billing experience; for patient financial engagement solutions like online billing and payment portals to be effective, they have to be simple and secure.
The Shift: Growing Comfort with Digital Tools
Life shifted online for many people during the COVID era, from the use of QR codes to power contactless home delivery and online billing platforms to using online tools and platforms to empower remote work. For payment reconciliation efforts, particularly in healthcare, these platforms can improve the patient billing experience while streamlining the payment process.
TrustCommerce found that nearly 60% of adults over 60 are comfortable using digital payments for doctor visits, ordering medications, and reviewing lab tests. However, an overwhelming majority (71% of all respondents) expressed concerns about security, privacy, having sufficient trust in the systems they were using, and difficulty navigating technology.
While concerns are still omnipresent, the willingness to work with digital payments and improved patient satisfaction billing efforts is there—and the right support, and tools that meet patients where they are can make a world of difference.
The Solution: Making Digital Payments Simple and Supportive
To increase adoption and ease, it’s essential to meet patients where they are—whether it’s online or on the phone. That’s why PatientFocus doesn’t adopt a one-size-fits-all approach to the patient billing experience.
Whether patients are savvy with payment portals or prefer live agent support, PatientFocus has a personalized patient financial engagement solution to set every user at ease.
- User-friendly patient portal: PatientFocus features a secure, online payment portal where digital payments can be made with ease.
- Security and privacy, simplified: Secure, easy payments can be accomplished in just a few clicks via the portal. Patients can use a QR code or a straightforward verification process—no apps to download, no complex logins; just improved patient satisfaction.
- Compassionate live support: We feature a dedicated domestic call center to provide assistance whenever needed. And with bilingual (English and Spanish) support available around the clock, we ensure that there are no barriers to making easy digital payments.
By ensuring that the billing process is easy and clear, PatientFocus helps older patients feel comfortable, safe, and confident while helping providers bolster their bottom lines.
Ready to move your patient billing experience forward with convenient, compassionate, and secure solutions? Contact us today to discover how PatientFocus can work for you!
Source:
- An, J., Zhu, X., Wan, K. et al. Older adults’ self-perception, technology anxiety, and intention to use digital public services. BMC Public Health 24, 3533 (2024). https://doi.org/10.1186/s12889-024-21088-2