Healthcare has evolved more in the past five years than in the past two decades. Today’s patients expect every aspect of their care journey to be digital, transparent, and effortless.
Yet, billing is still where many providers fall short. Statements arrive late, reminders go ignored, and outdated payment options frustrate patients who would otherwise pay quickly.
According to JP Morgan/InstaMed’s 15th Annual Trends in Healthcare Payments Report, 91% of consumers prefer to pay their medical bills electronically, and nearly 70% would prefer digital statements to paper.
These expectations, coupled with a consumer-wide shift towards omnichannel payment platforms—7 in 10 retail shoppers already use multiple channels1—are transforming how healthcare providers approach the patient billing experience.
One Size Does Not Fit All
When it comes to billing, meeting patients where they are isn’t optional—it’s essential to a healthcare provider’s bottom line.
But patients are not monoliths; their payment preferences differ wildly across demographics and comfort levels. Some prefer an email or a text message with a link to pay; some like making digital payments via a secure, online portal; others want a printed statement they can mail in; and some still crave the convenience of calling a live agent to make payments over the phone.
And, with 50% of consumers reporting that they would consider switching healthcare providers for a better payment experience2, providers who ignore patient payment preferences do so at their financial peril.
A cohesive outreach strategy, however, respects every patient payment preference with a customized patient financial engagement solution that meets their needs.
Best Practices for a Patient-centric Billing Journey
The easier it is for patients to pay, the faster they will, and the more positive their overall experience becomes. Omnichannel billing isn’t just a technology upgrade—it’s a patient-experience advantage.
Providers can keep a few key principles in mind when rethinking their approach to patient billing:
- Lead with empathy. Bills written with clarity and compassion reduce anxiety and help improve response rates.
- Offer multiple secure payment options. Every patient should have at least one method that feels easy and trustworthy, from QR codes and patient portals to live agent support.
- Keep communication consistent. Avoid confusion by aligning balances, branding, and tone across different channels.
Patient Satisfaction Billing in Action
PatientFocus helps healthcare providers deliver the kind of patient billing experiences their customers expect—quick, compassionate, and consistent across every channel.
What does blending automation with empathy look like in practice?
- Start electronically to expedite the billing process at the outset.
- Follow up with paper billing if there’s no response.
- Send SMS or text messages with billing links at strategic intervals.
- Include QR codes to empower payments in one scan.
Each touchpoint reinforces the same tone, balance information, and payment options, delivering a unified patient billing experience that feels personal, not procedural.
Compassion Across Every Channel
Billing is often the last touchpoint in the patient care journey, but it leaves a lasting impression.
When providers offer patient financial engagement solutions that are easy to understand, pay, and trust, they’re doing more than just listening to their customers—they’re closing the loop on patient care in the most human way possible.
PatientFocus helps healthcare organizations bring compassion and consistency to every bill, statement, and reminder, ensuring that every patient interaction ends as it begins: with care
Want to meet your patients where they are? Get connected with us to see how we can help you meet the moment—and boost your bottom line.
Sources
- Uniform Market. Must Know Omnichannel Statistics for Marketers. https://www.uniformmarket.com/statistics/omnichannel-shopping-statistics
- JP Morgan. Trends in Healthcare Payments, Fifteenth Annual Report. https://www.jpmorgan.com/insights/payments/trends-innovation/healthcare-payment-trends