BC Advantage - 2021 Issue 7

Case Study: Managing Patients, Payments, and a Pandemic

The COVID-19 pandemic has accelerated demand for contactless experiences that are both digital and convenient across the entire range of patient interactions. However, one of the strongest preferences expressed by healthcare consumers-for online systems to receive and pay bills-has been largely unmet because of legacy mechanisms that require patients to interact with staff and decipher often-confusing paper statements.These outmoded procedures can jeopardize patient loyalty through friction in the payment journey. Indeed, 56% of consumers would consider switching healthcare providers for a better healthcare payment experience. The disconnect between patient preferences and the actual payment experience is wide. More...

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