3 ways to make billing and payments part of a great patient journey
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Strategies for uniting great patient experience and optimized revenue cycle management.
Today’s patient experience (PX) is often intertwined with the concept of a journey in the minds of most providers. PX has come to encompass every touchpoint a patient has before, during, and after they receive care from a provider.
While accessing care, following up with clinicians, and adhering to care plans are each a focus of the PX conversation, patient payments and billing is often minimized or ignored. Perhaps these interactions are thought of as inherently negative, purely transactional, or just not as important as other steps on the patient journey.
But patient payments are a key pillar of both revenue cycle management (RCM), and any successful patient experience strategy. Over 75 million Americans are on high-deductible health plans, and the average premium for employer-sponsored coverage has increased to over $7,000 according to the Kaiser Family Foundation. The broad increase in patients’ direct investment in their health is a key factor driving increased consumerization across the industry in recent years and the current emphasis on pricing transparency.
At Talkdesk, we work with providers committed to reimagining the patient experience, which absolutely includes billing and payments. Here are 3 key areas of opportunity for improving the patient payments experience: