With rising patient responsibility, a more powerful sense of “consumerism” has entered healthcare. A patient paying a significant medical bill is more likely to have high expectations of that experience and, similar to retail, customer satisfaction is becoming vital as patients begin exercising greater choice, both in how much to pay and where to receive care.
The consumerism trend is causing hospital leadership to rethink patient engagement and the patient billing experience. How a patient pays is important. As they say, the last impression is a lasting one.
3 steps to engage patients with billing include:
- Optimize for self-service
- Follow eCommerce practices that work
- Track patient satisfaction
Read Tomer Shoval’s full article in Healthcare Finance News here.