At Patientco, one of the most rewarding aspects of the job is seeing the results our clients achieve. We recently featured the successes of our client, Great River Health System in a case study. The case study details how Great River increased its online, self-service patient payments by three-fold with Patientco. Long story short, this blog will cover the key points from the case study – but be sure to check out the full story on our site!
Site Navigation Issues Led to High Patient Call Volume
Great River’s patients wanted an online payment option so the Health System previously partnered with a payments vendor. However, that payments portal posed site navigation issues. The portal also lacked self-service payment options for opting into affordable payment options. The result? Great River’s staff was fielding approximately 6,000 patient calls per month due to problems navigating the site and requests to enroll in payment plans. This resulted in unhappy patients and overwhelmed staff.
The health system knew it was time for a change.
An Easy-to-Use, Modern Payment Solution
After vetting several solutions, Great River chose Patientco. Patientco’s direct integration with Great River’s Cerner EHR allowed staff and patients to have greater visibility of up-to-date balances, payments and statements. This integration simplified staff’s ability to look up a patient’s account and settle charges while automating posting and reconciliation. Patients can also manage all of their household healthcare expenses through one portal account. Great River’s patients now receive easy-to-understand statements and can opt into eBills and text notifications. Whether via text message or email, patients are guided to intuitive self-service tools, including payment plans, on the PatientWallet®, an online, mobile-friendly bill payment and communications portal.
Accelerated Online, Self-Service Patient Payments
Today, more of Great River’s patients engage digitally. With Patientco’s Digital-First Billing, patients pay 38% faster. This is because patients do not have to wait for a paper statement to make a payment. Patients can easily view and pay their bill using the device of their choice, increasing online, self-service payments by nearly three-fold. Before, only 11% of Great River’s patient payments were completed online.
Switching to Patientco’s easy-to-understand billing communications with its suite of intuitive, self-service tools also resulted in:
- 300% increase in patient-initiated payment plans in just four months;
- 36% higher monthly payments for patient-initiated payment plans;
- 60% reduction in patient call volume; and
- 95% patient-reported satisfaction post-billing and payment.
If you’re interested in reading the full case study, check it out here. Contact us if your Health System wants to see results like this – Patientco can help you achieve it!