New Survey of Healthcare IT Execs and Patients Finds Alignment around Efforts to Enhance the Patient Payment Experience
February 12 2019 - 8:00AM
Business Wire
Elavon, a leading healthcare payments provider, looked deeper
into the healthcare payments experience by interviewing hundreds of
patients and healthcare information technology (HIT) executives
across the U.S. Results of its two-part survey showed that while
views align in many areas, including the need to make the overall
patient payment experience better, views differ on innovations and
how patients prefer to access healthcare information.
“It was interesting comparing the views and perceptions of
patients and HIT executives,” said Jana Franks, SVP and GM,
Healthcare Solutions. “We’ve known that finding ways to increase
cost transparency is the biggest opportunity to improve the overall
patient experience. The results confirm that and show us the runway
for improvement is vast as new technologies emerge and are adopted
by HIT executives and patients alike.”
Elavon’s report also found that nearly 30% of HIT companies do
not have a payment solution integrated into their platform. This is
a missed opportunity to increase revenue to enhance patient
financial engagement. While there is innovation in other industries
around adopting new payment technologies, the findings show that
HIT companies can expand their payment capabilities through mobile
intake tablets, kiosks, mobile wallets and IVR systems.
Franks added, “The study revealed that both consumers and
HIT executives believe healthcare payments are the most difficult
of all industries. Now is the time to change this by finding ways
to simplify the process in an already hard to navigate industry.
The survey showed us there is an appetite for innovations that
increase payments digitization, which gives us a real opportunity
to influence the future of healthcare transactions.”
Opportunities to innovate
- Only 31% of HIT executives feel
healthcare is keeping pace with other industries in terms of
payments innovation versus 80% of consumers.
- Patients want access to healthcare cost
information online - 66% are registered on at least one provider
portal to manage payments and billing and 67% would likely use an
IVR to pay bills and obtain balance information.
- Only 34% of HIT executives surveyed
indicated their companies offer mobile/tablet POS solutions for
payments. This is a meaningful opportunity to further streamline
the in-office payment experience for providers and their
patients.
- Results show that 30% of HIT executives
are incorporating AI into their platforms today, while 23% are
using a cloud-based solution to support mobile wallets. AI has the
potential to further improve payment security and reduce the risk
of fraud, as well as deliver a more seamless and convenient payment
experience for patients.
For its first Healthcare Payments Insight Survey Report, Elavon
interviewed patients who had visited a medical provider and
submitted payment to a medical provider within the 12 proceeding
months. The HIT executive survey included respondents who are
currently working in the healthcare industry, have been working in
the healthcare industry for at least two years, and hold one of
more of the following positions: president (C-level), vice
president (SVP), director and manager.
To learn more about the research findings and request the full
report:
- For HIT executives
- For healthcare providers
- For HIMSS19 attendees, visit the Elavon
booth #473
About ElavonElavon, a wholly owned subsidiary of U.S.
Bancorp (NYSE: USB), provides end-to-end payment processing
solutions and services to more than 1.3 million customers in the
United States, Europe, Canada, Mexico, and Puerto Rico. As the
leading provider for airlines and a top five provider in
hospitality, healthcare, retail, and public sector/education,
Elavon’s innovative payment solutions are designed to solve pain
points for businesses from small to enterprise-sized.
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version on businesswire.com: https://www.businesswire.com/news/home/20190212005127/en/
Cara Crifasi303-268-2412cara.crifasi@elavon.com
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