About Roper St. Francis Healthcare:

  • Established in 1856
  • Located in Charleston, SC
  • 4 Hospital Health System
  • 800 Multi-specialty providers

Patientco & Roper St. Francis Healthcare: A History of Success

  • 14% increase in cash collections in 2019
  • 16% monthly growth of payment plan adoption

Creating A Positive Patient Financial Experience After Treatmentpatient-financial-services

Roper St. Francis Healthcare has always had an eye toward innovation while putting their patients first. They have a strong connection with the tight-knit Charleston community, where the health system has served patients for more than 160 years. Providing a superior patient experience has always been a priority for Roper St. Francis Healthcare and for that reason, Roper St. Francis partnered with Patientco in 2014 to enhance the patient financial experience.

The ability to engage patients with more transparent statements and intuitive, self-service payment options is ultimately what drove the partnership. Roper St. Francis first implemented Patientco for its physician group and ultimately chose to roll out the billing and payment platform across the health system.

A Better Billing & Payment Experience Leads to Increased Collections

Since implementing Patientco in 2014, Roper St. Francis has seen a significant increase in year over year cash collections. In 2019, Roper St. Francis collected 14%, or about $8 million more than the prior year. By offering affordable, self-service payment plans through Patientco, Roper St. Francis continues to see an increase in patient-initiated payments and has also grown monthly payment plan adoption.

 

“We have vendors and we have partners. Patientco has proven to be a great partner for our health system. Their willingness to listen and their ability to execute on our business objectives really sets them apart.”
– Bobbie Maner, Director of Patient Financial Services for Roper St. Francis Hospital

 

Continuous Innovation Drives Digital Engagement & Increased Payments Collections

After Roper St. Francis’ success with Patientco’s billing and payment platform, the health system’s physician group deployed Digital-First Billing. Roper St. Francis commitment to their community influenced their initiative to increase digital engagement with patients, as many patients prefer web or mobile options over traditional paper mail when it comes to financial communications.

With Digital-First Billing, Roper St. Francis patients first receive their statement via their preferred digital channel, like email or text instead of paper mail. This has led to accelerated cash for Roper St. Francis because patients receive their statements much faster digitally than they would by mail.

Once patients receive their electronic statement (eBill), they are immediately prompted to pay using the PatientWallet, Patientco’s intuitive, self-service payment portal. This allows Roper St. Francis patients to complete a payment without assistance from staff at any time, even outside of business hours. The process of making a payment is now so easy that Roper St. Francis has doubled its PatientWallet adoption in just two months.

It’s not just younger patients who have embraced the online payment portal. Roper St. Francis experienced a 7x increase in patient portal adoption by patients over the age of 65 when they began using Digital-First Billing. This matters because more PatientWallet users leads to more online, self-service patient payments since patients are more likely to make a payment digitally when receiving a bill digitally.

The Digital-First Billing Difference: Results to Date

Digital-First Billing ROI Highlights (Physician):

 

“Roper St. Francis has always maintained a strong relationship with the Charleston community and we’re able to do that by putting our patients first. When we first partnered with Patientco, patients embraced our new online billing and payment tool. As a forward-thinking health system, we wanted to continue with that momentum and find ways to increase digital engagement, so we looked to Patientco.” 
– Bobbie Maner, Director of Patient Financial Services for Roper St. Francis Hospital

 

Engaging Digitally Improves Patient Satisfaction

Patients are surveyed after making a payment and patients who receive Digital-First Bills are more satisfied and likely to refer their network to Roper St. Francis compared to patients who receive a traditional paper statement. The Net Promoter Score (NPS) for patients who receive Digital-First Bills is +52. This is nearly 4X higher than the NPS industry standard for health systems, which is +16. Roper St. Francis patients are also quick to share positive feedback about how much they appreciate the convenience of Digital-First Billing.

 

“I love getting my bills delivered right to my email! I quickly pay them and move on with life! Thank you Patientco!”
– Happy Patient

 

Through their collaborative partnership with Patientco, Roper St. Francis provides a billing and payment experience that’s aligned with what today’s patients expect. At the same time, Patientco has helped Roper St. Francis generate meaningful financial results, positioning the health system to continue serving as the leading provider for the Lowcountry.

 

“Our patients trust the name Roper St. Francis. We want to maintain that trust, which has been nurtured over our 150-year history, so we innovate to continue providing the best patient experience possible, from clinical treatment to making a payment following care. By delivering a billing and payment experience that meets patient expectations, Roper is able to ensure patients are satisfied across their entire care journey. This enables us to build trust and foster loyalty with our patients so they continue to choose Roper St. Francis for their future healthcare needs.”
– Laurie McDonald, Director of Professional Billing and Collections at Roper St. Francis Physicians