Transforming Your Bottom Line with Multipronged Payment Solutions
For over 30 years, eCommerce has been an integral part of everyday life. From 1990s platforms like eBay and Amazon to today’s complex online landscape, how people pay for everything from goods to services has permanently shifted—along with consumer expectations.
This shift has impacted every vertical, including healthcare. Flexible patient billing is no longer an option, but a consistent revenue driver. Patients, just like every other consumer, expect the same conveniences from their healthcare providers as they do from eCommerce companies. An astonishing 91% of patients generally prefer to pay electronically; 73% expect to pay their medical bills online.¹
Unfortunately, their needs aren’t being met as quickly by healthcare providers. While many have adopted digital payments and online payment portal options, 35% of consumers report that their providers rely solely on paper billing with no digital payment capabilities.¹
Not meeting patients where they are really misses the mark in today’s environment. The global healthcare digital payment market reached $11.75B in 2022 and is projected to grow at a compound annual growth rate of 21.5% through 2030.² That momentum reinforces what patients have been signaling for years: digital-first billing isn’t optional.
For small hospitals and physician-owned practices, adopting a digital-first approach increases engagement, reduces friction across the customer experience (CX), minimizes manual effort for staff, and dramatically increases the likelihood of fast, first-touch payments—the foundation of a successful patient financial engagement solution.
Choose Your Own Patient Pay Adventure
Billing has become a defining aspect of the healthcare experience. Streamlined payment processes significantly enhance patient satisfaction with billing, yet only 8% of consumers surveyed say healthcare payments are easy to make.⁴
Clearly, expectations aren’t being met.
A single-channel billing strategy forces patients into workflows that may not match their preferences or lifestyles. An omnichannel strategy does the opposite—creating parallel payment paths so every patient can choose the method that works best for them.
A truly multipronged approach empowers patients with a flexible, transparent patient billing experience, including:
- Digital payments like QR codes, text-to-pay, and email links
- Robust online payment portal access
- Live agent support for patients who need extra help
- Traditional mailed statements on demand
Billing confusion remains one of the most common drivers of negative patient experiences.⁵ When patients understand their bills and can choose how to pay, frustration drops, and reliability rises, two crucial indicators of patient satisfaction with billing and operational efficiency.
Meeting the Digital CX Moment
We operate as an extension of your office, with a dedicated domestic team that strengthens your billing capabilities and supports patients at every touchpoint, enhancing both the experience and overall collection performance.
Our Full-Service Suite empowers patients with choice through:
- Branded statements with scannable QR codes
- Click-to-Pay text messages
- Coordinated email notifications
- Direct-drop voicemail outreach
- Configurable online payment portal
- 24/7 IVR routing
- Bilingual domestic inbound call center
- Tech-enabled domestic outbound call center
And the results speak for themselves:
- 63% faster collections than the industry average
- 44% increase in collections
- 40% increase in patient pay revenue
- 28% decrease in days in A/R
- Measurable revenue impact within the first 10 days
When patients have clarity and choice, the payment experience becomes easier, faster, and far more reliable. Stronger engagement and flexible billing options aren’t just good CX—they’re good business.
Ready to transform your patient billing experience? Connect with us to learn more!
Sources
- JPMorgan. Trends in Healthcare Payments Seventh Annual Report. Philadelphia, PA: JPMorgan, 2024. https://www.jpmorgan.com/insights/payments/trends-innovation/healthcare-payment-trends
- Grand View Research. Healthcare Digital Payment Market Size, Share & Trends Analysis Report, 2023–2030. San Francisco, CA: Grand View Research, 2023. https://www.grandviewresearch.com/industry-analysis/healthcare-digital-payment-market-report
- TrustCommerce. “Digital Payment Evolution Reshapes Healthcare’s Financial Landscape.” TrustCommerce Blog, 2023. https://trustcommerce.com/digital-payment-evolution-reshapes-healthcare-financial-landscape/
- U.S. Bank. Healthcare Payments Insight Report. Minneapolis, MN: U.S. Bank, 2023. https://www.usbank.com/dam/documents/pdf/corporate-and-commercial-banking/healthcare-payments-report-USB.pdf
- CallMiner. “101 Statistics on Patient Experience, Satisfaction, Billing and More.” CallMiner Blog, 2022. https://callminer.com/blog/101-statistics-on-patient-experience-satisfaction-billing-and-more