Post on 09-Jul-2020
transcript
© 2015 Simplee All Rights Reserved.
Oliver Nono leads MidWest Partner Success for Simplee; clients include Gundersen Health System,
Lancaster General Health, Memorial Hermann Health System
Oliver is an expert in helping providers drive self-service adoption for their patients and improve overall collections. He held senior leadership roles in a global financial technology company prior to joining Simplee.
Oliver holds a BA from the University of California at Berkeley in Applied Mathematics with an Emphasis in Computer Science.
Speaker
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“Culture eats strategy for breakfast”C
redit: Apple, Inc.
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1. Perspective
2. New Model
3. From Field
Gameplan
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Billing… does it really matter?
Credit: J. K
ohl
Credit: G
etty
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Consider a customer’s journey in healthcare...
SHOULD I go
and to WHOM?
Will it be easy and AFFORDABLE?
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Credit: R
yan Ferreras
What worked well? TELL others?
What information do I TRUST?
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Is this about transactions or something more?
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Schedule
Post-Servicebill
Point of Service
Pre-Service Call
Patient Financial Journey
Find a Doctor
Eligibility/Estimate
Credit: R
yan Ferreras
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Credit: npr.org “K
itchen Window
series”
Delivery vs. Experience
Credit: firstw
efeast.com
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Experiences “wrap” complexity, focus on success
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Links to payment + loyalty
Source: Longitudinal study of patient satisfaction with billing and payment experience by Connance (Consumer Impact Study, 5th annual, results published Aug 2014, sample size n=500)
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References: BAI = Balance After Insurance1. Kaiser Employer Health Benefits Survey (2014) http://kff.org/report-section/ehbs-2014-section-five-market-shares-of-health-plans/2. The Advisory Board: The Daily Briefing (13 Aug 2013) https://www.advisory.com/daily-briefing/2013/08/13/khn-hospital-bad-debt-climbs-as-coverage-costs-are-shifted-onto-workers
"Hearing from members they are seeing
an increase in bad debt
and even in charity care for people with high-deductible health plans"
Caroline Steinberg (VP Trends Analysis)
5x
Insured patients arising but challenged payer
high deductible growth in 8 years
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Meeting new expectations
Think... Modern design, digital and 1 click assumedMobile friendly, 2 seconds before abandonPayment options readily available
71% consumers report valuing their time as
most important to provide good service.
Source: Forrester: “Understand Communication Channel Needs To Craft Your Customer Service Strategy”, March 11, 2013Photo credit: https://www.helpscout.net/blog/self-service/
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Focus on self service, collateral benefits...
● Jumped 20% → 80% in 8 years1
● Iterated way to a convenient, trusted flow
● Transformed check-in and agent’s role
Reference: 1. Drennen, Hannah. “Self Service Technology in Airports and the Customer Experience.” (2011). UNLV Theses/Dissertations/ Professional Papers/Capstones. Paper 1053. Accessed October 8. 2014. digitalscholarship.unlv.edu/cgi/viewcontent.cgi?article=2054&context=thesesdissertations.
Credit: P
aul Sabelm
an (Flickr)
Credit: Tom
er Shoval
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CASE STUDY The Airline Industry
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complements the clinical one.Patient financial experience...
A. Common to ALL patients
B. Last impression
C. First impression
D. Affects “significant” dollarsClinical journey
Financial journey
Healthcare Customer Journey
Paradigm shift?
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1. Perspective
2. New Model
3. From Field
Gameplan
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Marketing
Revenue Cycle
Patient Experience
“Dunning cycles”
Staff driven
Transactional
Painpoint
Engagementcampaigns
Self-service optimized
Realtime feedback
Multi disciplinary effort required
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Trusting● Build confidence with consumer
friendly details
● Inline feedback, every payment
Capable● Pay by any device, anytime, and
any method including credit
● Shield from backend complexity (eg, across hospital and physicians, minimal steps)
Motivated● Multiple engagement paths
working together
● Right message at right time
● Behavioral drivers leveraged (eg, visual design, flow)
Organize to learn Drive success of patient as a customer
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Shield patients from the backend...
Source: “Pay a Bill” page via US Bank on Peace Health website as of 28 October 2015
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… and go beyond access, support decisions
Source: “Pay a Bill” page via US Bank on Peace Health website as of 28 October 2015“Pay a Bill” page via QuickPay.net on Mercy Hospital website as of 22 December 2015
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Set a high barNew success metrics, aligned with patients
PATIENT
STAFF
COLLECTIONS
1. Engage early and regularly
2. Aim for empowered patients
(think self service!)
ABANDON / WRITE OFF 3. Close feedback blindspots
Eligibility / Estimate
Post-ServiceBill
Point of Service
Pre-Service call
ScheduleFind a doctor
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1. Perspective
2. New Model
3. From Field
Gameplan
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Re-envision traditional experienceCASE STUDY
Source: Lancaster General Health’s patient statement and online payment portal
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Capture more people:Flexibility of portal (SSO) or guest
“Very nice and quick and convenient. Kudos for using this method!”
- Lancaster patient
“Thank you! Probably would have paid it sooner had I known it was going to be this easy.”
- Lancaster patient
CASE STUDY
Source: Lancaster General Health’s patient billing homepage (images Sep 2015)
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CASE STUDY
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Build trust:Make it easy to be confident along the journey
Source: Lancaster General Health’s patient statement and electronic version with friendly details via Simplee platform (images Nov 2015)
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CASE STUDY
Capture attention:Create campaigns for the financial journey
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Source: Sample engagement emails sent by physician providers at Lancaster General Health to patients via Simplee platform (images Nov 2015)
● Go beyond “pay us now”
● Messaging adapts to stage
● Mobile friendly design
Welcome New BillBill
Reminders
Pre-collection Alerts
Thank you
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Empower patients:Help patients to pay on their own
“Love that it allows you a payment plan option, if necessary!”
- Lancaster patient
CASE STUDY
Source: Sample engagement emails sent by physician providers at Lancaster General Health to patients via Simplee platform (images Nov 2015)
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Metrics matter: Self-service focus drives satisfaction + more
Source: 2014 baseline analysis from Lancaster General Health (LGH) Rev Cycle team + 2015 payments summary report from SimpleePAY backoffice for LGH
↑122%Self service
(2014 vs. 2015)
82%Recommend
(Billing and payment experience)
Single Checkout for Hospital + PhysicianConvenient guest flow, integrated into patient portal too
CASE STUDY
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Net collections increase too
-45
1
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Source: 2014 baseline analysis from Lancaster General Health (LGH) Rev Cycle team + 2015 payments summary report from SimpleePAY backoffice for LGH
Overall growth $1.6M, self-service up $1.7M
CASE STUDY
↑ 14% growth year over year
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Payment can be a source for faster insights
“That was quick and easy!!! Love it!”
"First tried calling to make payment and was on hold at 10 minutes both times I called. Very frustrating. Paying on online was easy.”
“LOVE that it let me set up a payment plan without having to call in!”
“This was so easy and quick that I almost fell off my chair.”
“And you don't have to be a rocket scientist to go through the whole process.”
“simple and fast-love it!”
“I appreciated not having to use a username/password”
“Very quick and far less complicated than most bill pay sites”
“LOVE GETTING THE EMAIL”
Source: Patient survey after self-service payment on SimpleePAY Comments for question: “How likely is it you would recommend [Leading regional hospital] to a friend or colleague due to your recent payment experience?” (n=12,749, Response rate = 30.3%, Answers range 0 to 10, average 8.38)
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Next: Empowering patients at pre-service
Source: Lancaster General’s Apr 2016 launch of Simplee Estimate (patient experience)
CASE STUDY
Tie estimate, scheduling, and payment together
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Next: Empowering patients at pre-service
Source: Lancaster General’s Apr 2016 launch of Simplee Estimate (patient experience)
CASE STUDY
Tie estimate, scheduling, and payment together
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Self service focus proving many benefits
Source: 1. Patient survey after self-service payment on SimpleePAY Comments for question: “How likely is it you would recommend [Leading regional hospital] to a friend or colleague due to your recent payment experience?” (n=12,749, Response rate = 30.3%, Answers range 0 to 10)2. Cost per payment on post service basis, excludes point-of-service transactions. 3. Net collections includes all patient self pay, from pre service to point-of-service to post-service.
↑ 57% Digital self-service
↓ 24%Cost per payment
(Post service2)
↑ 17%Net collections3
“Model implementation”Live system wide in 5 months
12 hospitals, 135K patients, 1,200 staff
41Net Promoter Score
(Billing and payment experience1)
CASE STUDY
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CASE STUDY
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Empower staff to shift to higher value activity
Source: Compares pre launch (Epic MyChart with paper statements and online) to post launch with Simplee (paper and online). For savings, compares Simplee licensing, contingency fee, and paper statement costs to average of previous months.
↓ 21%Cost per payment
(post service1)
↓ 50%Incoming calls(24 FTEs re-allocated)
Greater Collections, Faster Gains
Self service
75%“Very Satisfied”
(Billing and payment experience)
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Closing thoughts:
Financial journey is an (invaluable) common denominator
Power to engage patients has compounding brand advantages
Hidden in the status quo are new possibilities yet to emerge
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Q&A
One platform, one (delightful) experience.
Oliver NonoPartner Success, Midwest
oliver@simplee.com
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