[Case Study] Banner Health Client Spotlight

Banner Health
+ Flywire

Designing a Powerful Financial Experience

Banner Health Logo

An integrated delivery healthcare network with hospitals across California, Nevada, Arizona, Colorado, Wyoming, and Nebraska, Banner Health comprises roughly 330 clinics, several thousand physicians, 50-plus urgent care centers, 30 imaging centers, home care, home services, retail pharmacy, and a 400,000-member health plan.

Turning financial care into a competitive advantage

With a burning desire to drive a greater level of consumerism into the financial experience, Banner Health partnered with Flywire to present their patients with a friendlier billing and payment experience, one that put affordability, self-service, and convenience at the heart of the patient’s financial journey.

  

Delivering the right elements to elevate the financial experience

Providing an end-to-end patient financial experience

With a new digital experience that stretches across each stage of the revenue cycle, Banner Health provides a patient financial journey that is seamless, backed by intelligence, and designed to drive better patient outcomes.

Revolutionizing the staff experience at point-of-service

Leveraging the latest in digital technology, Banner Health now uses data and an intuitive UI to reduce staff complexity at the point-of-service bringing the focus back where it belongs: on the patient.

Complete billing insights for staff

Banner Health’s staff can view outstanding balances, past billing experiences, and additional visits. A complete look at the patient’s financial history right at their fingertips.

Convenient, easy-to-use online access for patients

Banner Health now allows patients to view consolidated bills, payment options, and financial history all in one place with an online portal built to empower them to take their financial health into their own hands.

Data-driven affordability

A patient's number one concern around the billing cycle is a path to financial health and payment. Tapping into Flywire’s advanced machine learning technology, Banner Health automatically presents patients with financial offers that incentivize them to take action, including payment plans, and financing.

Engagement designed to drive action

Banner Health’s commitment to meeting patients where they want to be met led them to employ a sophisticated, omnichannel engagement strategy that adapts to each individual patient’s unique communication preferences, ensuring that their financial communications are always seen and acted upon.

The Results of Building a Better Financial Experience

85%Monthly payment plans made online
$10.7MPre-service payments first 4 months
$1.5MMonthly payment plan revenue
89%Post-service payments self-served

I was asked to take a fresh look at the revenue cycle services provided at Banner...The patient financial experience was a big part of that..Like all healthcare institutions, we have a very broad spectrum of people, ages, races, everything. We want to identify how do they want to be engaged? Do they want to be engaged in a personal way? Do they want to do things on their own from a self-service standpoint? And how broad can we deliver all of those services in those ways?... That was really the bones of how we got started, and how Flywire became part of that plan.

Proof Patient’s Love it

44Net Promoter Score (NPS)

What Patients Are Saying

“My experience with Banner is that everything is well organized. The staff is friendly. Website and other interfaces are very user friendly.”

"Loved the ease of use and ease of making payments.”

“Really liked the optional 6-month payment plan.”

“Very easy to use and Banner is very flexible with how we pay our bill.”

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