Modernizing the Patient Payment Experience
How CORE Unified Multiple Payment Solutions Enabling True Payment Visibility Across a Multi-hospital System
EXECUTIVE SUMMARY
CHALLENGE: Multiple payment platforms required different processes and workflows, creating low visibility and increased opportunities for errors.
Serving nearly 30 counties, this multi-hospital health system faced workflow, process, and visibility challenges with every new merger and acquisition. Banking rules, reconciliation processes and protocols, and payment data was spread across multiple instances of the same application. The team realized they needed to unify all processes to get a complete picture of the organization’s payment data.
OVERVIEW
Multi-hospital health system serving 29 counties
Employs more than 16,800 systemwide
3,000 physicians and providers at more than 120 outpatient practices in 94 locations
More than $100 million in funded research
USE CASE: Multi-hospital health system
ABOUT & USE CASE
WHY CORE
CORE: A Unified Payment Platform
PATIENT-CENTRIC, MODERN EXPERIENCE
o Multiple payment channels and options for the patient from electronic check payments to credit cards and debit card transactions
o Online payments and in-person payments
o Audit-ready, transparent payment processing accountability controls
PROCESS AUTOMATION
o Rapid deployment and implementation
o Secure, industry-standard for payment processing
ALIGNMENT ON KEY DRIVERS AND ORGANIZATIONAL OBJECTIVES
o Comprehensively integrated platform, supporting today’s expansive healthcare systems
o Ensures chain of custody requirements, without sacrificing workflow gains
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A growing healthcare system boasting 3,000 physicians and providers at more than 120 outpatient practices, this multi-hospital health system is focused on expanding its reach to care for more patients. Without a single source of visibility, the health system continues to waste staff members’ time, impede on patient payment experiences, and lose opportunities to view payment data as a whole, identifying gaps and areas for improvement. Through the provision of front-counter, back-office and online payments, the organization has been able to offer their consumers multiple ways to pay across the enterprise under a single platform.
In addition, CORE’s intelligent scripting automates the conversation between the consumer and the customer service representative (CSR). By automating multiple collection scripts, CSR’s are able to view dynamic scripts providing real-time consumer financial responsibility in an easy to read, summarized view. The outcome of this approach is the provision of enterprise-wide scripts where all CSR’s are engaging consumers in a standardized conversation. It was about changing the conversation from “would you like to make a payment today”? to “how would you like to make a payment today”. CORE’s intelligent scripting It is about the “message, the expectation and the execution”. The result, increased payment, less bad debt and, most importantly, consumer engagement, transparency and positive consumer experiences.
Now, with CORE, this health system has unified all payment platforms, even multiple instances of the same solution, to get a complete, single source of truth for all patient payments. The back office can now look at all entities on one screen, color coded to see what’s owed, balances past due, and more—a single dashboard that illustrates the entire enterprise. Plus, with an expanded offering of accepted payment methods, patient interaction has improved. Payments are easier to make and faster to process.
HOW CORE HELPED: Unified payment solutions for a single source of visibility into all payments across a multi-hospital health system