The healthcare industry has experienced tremendous change over the years. One of the changes observed in omnichannel payments. Its need has become greater than ever before. The rise in patient payment responsibility, innovations in online payments technology, and acquisitions have presented new opportunities to the healthcare sector for collecting payments.
By adopting an omnichannel approach to consumer payments, it is possible to improve patient satisfaction scores, brand awareness, and revenue for your healthcare organization. However, the opposite is true if you fail to embrace omnichannel payments. This post sheds light on its importance.
Healthcare Industry: The Future is Omnichannel
United States healthcare organizations are expected to lose 333.1 billion in revenue in 2020 alone. Technology acceleration and adoption enabled health systems to shift from home-based virtual work-out options for non-clinical staff a shift widely adopted telehealth. Are healthcare systems at a tipping point? An evaluation of the retail industry offers a glimpse of how healthcare institutions can transform their digital and physical supply and delivery models by employing the following: omnichannel.
Digital and Omnichannel platforms modernize patient access
Perry Price has also been CEO of Renovation System. It delivers cloud-based messaging and communications services. COVID-19 has increased the patients' trust in mobile devices as the primary communication for receiving care from their provider. Healthcare organizations need to adapt to a digitally -first communication strategy. Perry Price: Patients have developed new expectations and healthcare systems have to adapt to these demands. For further information see the
In the simplest of words, omnichannel payments involve payments that follow a multichannel approach. It provides patients with the ability to pay healthcare bills using the desired payment channels (i.e. in person, through mobile, IVR, online, etc). By offering patients the option to make payments using the preferred payment channel, they would be more than likely to make payments and clear dues.
Why Not Focus Collection Efforts on the Most Popular Payment Method?
Now, you must be wondering why not just stick to the most popular payment channel. The reason behind this is that there is no such thing as a one-size-fits-all payment channel since every patient is unique. With the rise in mobile and online payment channels, innovators are opting for new options to ensure that consumers have a variety of options to choose from.
Market survey reveals that more than half of customers prefer to clear their medical dues using an online payment channel. But, it is important to note that not every consumer wants to use an online option. Some customers still prefer paying medical bills at the healthcare center, while others want to pay using their phones. To ensure that patients have no trouble clearing their dues, it is imperative to offer multiple payment options. Thus, patients would have the ability to pay healthcare costs as desired. This helps improve the likelihood of debtors making payments and increases patient satisfaction. Thus, the overall healthcare experience is improved.
Why Patient Satisfaction Matters?
Healthcare providers have a responsibility to care for people. However, a negative billing and payment experience can damage your reputation. A survey conducted by the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) showed that customer satisfaction ratings tend to decrease over 30 percent after discharge through the billing process. This should be alarming. When patients are dissatisfied with their experience, they would simply look around to find a provider that offers a better experience. As for satisfied customers, they would be 5 times as likely to recommend their provider. Therefore, high patient satisfaction should be your top priority.
How Can Healthcare Providers Benefit?
Customer experience is extremely important. By improving it, you get to improve profits and overall reputation. Omnichannel payments are the way to go. It is beneficial for all stakeholders. Here is how omnichannel payments can improve experience.
1. Assists with Posting and Reconciliation
One of the ways omnichannel payments can help is by offering ease and convenience to patients. Multiple payment channels should not create a mess on the backend. The solution should automatically post and reconcile payment information with the existing software. It will streamline everything and ultimately cut costs.
Next, omnichannel payments assist with reporting. You need to ensure that the payment channels are performing. Your staff has to report on every patient payment. They require the most robust reporting tools to provide visibility into where payments come from and update the collection status accordingly.
3. Security and Compliance
Finally, omnichannel payments ensure security and compliance. The rise in ransomware attacks and other security threats has resulted in the need to invest in the right software. Therefore, you have to focus on improving your security and compliance. By leveraging new payment innovations, you get to increase security. The newest payment technologies such as Apple Pay, EMV, digital wallets, and point-to-point encryption protect payment information.
Once you have gone over the post, you will know everything there is to know about omnichannel payments in the healthcare sector. Make sure to invest in omnichannel payments to take your healthcare business to the next level. more information on how to set up omnichannel payment system