Improve Time to Payment with Online Patient Statements

by | Jan 4, 2021

How Healthcare Providers Can Improve the Patient Experience

Healthcare customers have come to expect a level of online customer service and digital engagement similar to the experience they get from other service-based industries. While the expectation may be simple –  digital, self-serve access to information via a secure portal – fulfilling these requirements is not without challenges for healthcare providers.

Consumers, in general, are increasingly open to, and comfortable with, digital communication and interaction. In fact, this year, during the pandemic, many patients took up digital communication tools for the first time,  with 63% who used a video visit during the COVID-19 outbreak saying they saw good or excellent care quality.

While innovation in telehealth is key to replacing face-to-face services, such as consultations with a healthcare professional, some healthcare providers are battling to provide the most basic of patient services, namely the provision of information, in a digital way.  One example of a simple communication that can be effective when presented via a portal, is the patient statement.

Patients want it, regulations allow it – why aren’t healthcare providers stepping up?

What patients really want is to be able to access information,  like their statement, via a simple and accessible process without worrying about anyone seeing confidential data about their health.  And, based on their digital interactions in other sectors, they expect a decent customer experience.

Although the healthcare industry is highly regulated, governments in the USA and Canada do allow digital access to information, as long as the process is fully compliant.

But, there are other complexities to providing a patient statement digitally that healthcare providers may see as insurmountable:

  • Handling sensitive customer data in a way that is compliant and does not introduce risk – this means ensuring the safety and security of an online portal that contains a repository of sensitive information (which is attractive to sophisticated cyber criminals).
  • The consequences, both regulatory and reputationally, of a data error that results in confidential patient information going to the wrong person.
  • Accessibility and interoperability requirements are different across territories. 

It’s no wonder healthcare providers are cautious about providing patient statements online.

The answer: Outsource to a vendor with healthcare expertise

Concerns about the complexity of managing data and statement composition are valid, especially considering the regulatory requirements within the healthcare industry. Being able to provide digital options at scale might be a step too far, especially considering the potential consequences of a security breach.

This is where outsourcing to a vendor with healthcare experience is a great option. Let the outsource partner worry about compliance audits and security certification.

There are many benefits an outsourced partner can offer, starting with a low capital outlay and a faster speed to market.  Not to mention expertise in designing communications that achieve results – such as reducing the time it takes for the healthcare provider to get reimbursed for their services.

Tip: be sure to choose an outsource partner that keeps up with the pace of leading technology and one that can provide a solution to immediate needs, as well as a roadmap to take to a fully omnichannel patient experience.

Doxim’s patient statement solution enables you to deliver a modern patient experience, within a secure and compliant framework.

Improve time to payment, while allowing your patients to enjoy the benefits of receiving their statements securely online. SPEAK TO A CCM HEALTHCARE EXPERT TODAY

3. Expansion of digital products

As banking customer behavior shifts, banks must move with the times, or risk getting left behind. Many banks today are exploring the power and potential of open banking, which can allow them to offer more innovative products and services to their customers, as well as to better compete with fintech companies and other non-traditional financial service providers.

As you shift your banking business model to reach new segments or provide an enhanced array of services, communication becomes even more pivotal to your success. After all, if your customers don’t know which new services they qualify for, or how those services will help them meet their goals, then they are unlikely to explore them further. CCM technology can be leveraged here to provide personalized on-statement messaging that directs customers to the right products and services, as well as 1:1 personalized “explainer” videos to help them get started.

Adjusting your bank’s priorities to thrive in 2023

In an era of constant change, the key to successfully transforming your bank’s business model will be to stay attuned to the changing needs and preferences of customers, and to be open to exploring new opportunities and technologies that can help your FI stay competitive and relevant. But these new opportunities are doomed to fail if you do not clearly communicate their benefits and make it simple for customers to access them.

That is why transforming your customer communication strategy is the best first step to broader digital transformation. By updating your approach to communications to meet omnichannel customer needs, you also position your bank to communicate the benefits of changes in your broader organization, like new or enhanced products and services. The pace of change in banking has never been brisker – but with the right strategic approach to these changes, the future is bright.

Investing in a modern customer communication management and engagement platform is an essential part modernizing your banking strategy, as it can provide the personalized digital experiences that will keep your bank or credit union ahead of the competition. It helps provide a great customer experience, and builds rich relationships, which in turn results in customers for life and a competitive advantage in the rapidly evolving financial marketplace.

How Doxim can address the banking customer communications trends identified and help future-proof your digital banking strategy

banking customer communications trends

Doxim’s experienced consultants and omnichannel platform can help transform your customer experience in many ways, including:

  • Gathering and utilizing customer data to continually improve the personalization of communications.
  • Building trust with customers via communication (via print, PDF, HTML, email, text, and online interactive experiences).
  • Leveraging interactive video to drive personalized digital customer experiences, such as interactive statements, bills, or reports, that offer visual engagement and real-time interactivity
  • Putting customer data, including customer statements, at the fingertips of your service representatives for immediate and personal service.
  • Making a meaningful connection with value-added content, like information about philanthropic activities, on customer statements.

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