by
David Dennis, Contributing Reporter | September 06, 2016
From the September 2016 issue of HealthCare Business News magazine
But there is a significant percentage who are willing to meet their costs if they are made clear and manageable. Estimates indicate that up to 40 percent of present “no-pays” want to pay, but either do not understand their charges, do not have the cash on hand or face other financial barriers. It is this good-faith portion of the market that providers need to concentrate on.
Need for technology in advance
Above all, it must be made far easier for patients to establish and manage payment plans. This means making the patient obligation clear, setting up financing mechanisms to collect payments manageably and making these options available via easily comprehended self-service functions. Hospitals are already using technology to assess patients’ ability to pay up front and determine arrangements that patients and hospitals can afford. What needs to be added is automation of the process so that patients can self-activate pre-authorized payment options.
If it were possible, of course, individual counseling with competent financial advisors working out plans with every patient would optimize customer satisfaction. But even where direct personal consultation isn’t viable, hospitals do have the data, analytics and technology that can identify patient financial need and craft appropriate payment solutions. Under Breuer’s guidance, AMITA Health has decided to integrate OnPlan Health’s solution into their existing billing system to try to capture payments from that “good faith 40 percent.” According to John Talaga, OnPlan Health’s CEO, the solution’s 65 percent self-service activation rate demonstrates that patients are often willing to pay when it’s on their terms.
“The two keys are to make approved payment arrangements more transparent, and to make it easy to activate and manage through that self-service tool — online, mobile or paper — so consumers don’t have to call someone if that makes them uncomfortable,” he said. OnPlan has innovated broader self-pay options by drawing on historical and financial data to determine in advance a patent’s ability to pay. Then, for those likely to need help, a monthly payment arrangement — or set of alternatives — can be presented. This can be activated conveniently and then monitored and managed in order to avoid default. Once in place, any new service provided can be automatically incorporated into the established payment plan.
Consumer-centric solutions like this can be incorporated into existing operations without disruption of what was working, but can automate and control the payment plan negotiation, redirect staff time to patient care or customer service and cast a wider net in terms of who receives payment plan offers.
