As a result of COVID-19, consumers quickly learned to use new technologies and processes to abide by social distancing requirements. Whether it’s ordering take-out from an app or visiting the doctor virtually, consumers have spent the past year expecting the institutions they interact with to provide digital, easy-to-use experiences. Tasks like booking appointments, paying bills and contacting customer support with questions should be simple.
When selecting a provider, consumers will consider a variety of factors, including quality, cost, transparency and user experience. The user experience spans the entire interaction with the provider, from booking an appointment through to finalizing payment. Expecting a smooth, easy experience isn’t going to change once the vaccine rolls out. Providers who aren’t willing to provide strong customer support throughout the treatment process won’t retain their patients.
Finally, as we settle into a post-COVID world and once insurers aren’t waiving costs as a courtesy, the cost burden is going to shift back to the employer and patient/consumer. After such an unprecedented year, and considering how drastically it affected healthcare, consumers won’t be willing to return to rising prices, frustrating bills and lack of transparency. They will demand easy-to-understand billing practices that allow them to take control of their healthcare spending.
The past year has been one of challenge, change and reckoning in the healthcare industry. The status quo is no longer acceptable when it comes to how we bill patients for care. Our goal for the next year (and beyond) is to implement transparent, consumer-centric practices that put patients—not billing—first.
About the author: Terry Rowinski is the CEO of Health Payment Systems.Back to HCB News
