The Patient Financial Journey Reimagined

My guest today, Brian Wiley, spent nearly 15 years at Capital One, most recently as their CEO for Mass Market US Card, prior to joining VisitPay as our VP of Client Success. This episode will focus on a few topics: what Brian calls Pandora's mailbox and the stress that random unending bills in a mailbox can cause customers, a definition of client success that's all about building relationships, how you can learn from your clients to make better decisions, why you should be thinking digitally first in all things, and more. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

My guest today, Dana Cook, brings 18 years of experience in Compliance and Technology from companies including Ernst & Young, URS, Micron Technology, and now VisitPay. This episode will focus on a few topics: what do compliance managers do and why it is so vital, why protecting private information is so important in healthcare today, what to do when technology is outpacing the frameworks for compliance, the single weakest link when it comes to protecting client and patient data, and more. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

My guest today, Ron Kwok, brings nearly two decades of experience in Operations and Marketing in his work at McKinsey & Company, ADP, and now VisitPay. In this episode, we'll focus on a few topics: a look at cutting-edge financial experiences in the healthcare industry, why it's vital to provide both transparency and options to customers, how aligning on key decisions and outcomes prior to starting a project prevents surprises down the road, and more. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

In today's episode, I'm joined by my colleague, Scott Houle, The Manager of User Research and Design at VisitPay.  In this interview, we talk about why self-service is a critical part of an organization's approach to healthcare payments, how to use feedback to create harmony and streamline systems, evaluating and consolidating the steps that patients take in the process, and more. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

In today's episode, I'm joined by my colleague, Shelly Papadopoulos, the Director of Product Management at VisitPay. In this interview, we talked about how to create a seamless experience for your patients, using data to measure patient engagement, the difference between e-billing and online payments, and more. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

In today's episode, we're sitting in on a recent webinar hosted by Ascension and R1. In the webcast, we focused on a few key topics; how to intertwine goals for both the consumer experience and revenue cycle teams, how to provide accountability to performance, how to transition to digital using Intelligent Automation, and the benefits of an automated approach to financial clearance and check-in, and more. Ascension is a faith-based healthcare organization dedicated to transformation through innovation across the continuum of care. As one of the leading non-profit and Catholic health systems in the U.S., Ascension is committed to delivering compassionate, personalized care to all, with special attention to persons living in poverty and those most vulnerable. R1 is a leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare providers. R1’s proven and scalable operating models seamlessly complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.

Today is part three of a three-part series we've been doing on topics including how digitization ensures a consistent payment policy, why price transparency gives you an advantage, how the patient financial journey begins pre-service, and how to meet the varied consumer demand for digital. So if you haven't yet had a chance to listen to parts one and two, please go back and listen to those episodes first. The Knowledge Group is a leading provider of continuing education. Their mission is to deliver quality continuing education programs utilizing industry trends and the latest technology to communicate regulatory shifts and contributions made to different fields. In addition, their insightful and engaging webcasts are brought to you by leading influencers to offer many perspectives and outlooks. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

Today is part two of a three-part series of a panel discussion about improving the patient financial experience. So if you haven’t yet listened to part one, you may want to do so on the previous episode of the show before diving into this one. As a reminder, this panel discusses topics including how digitalization ensures a consistent payment policy, why price transparency can give providers an advantage, how the patient financial journey begins pre-service, and how to meet the consumer demand for digital technologies. We’ll be wrapping up this series in part three next week. The Knowledge Group is a leading provider of continuing education. Their mission is to deliver quality continuing education programs utilizing industry trends and the latest technology to communicate regulatory shifts and contributions made to different fields. In addition, their insightful and engaging webcasts are brought to you by leading influencers to offer many perspectives and outlooks. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

Normally on the show, I interview industry experts about how we can improve the financial experience for each individual patient. Today’s episode, though, is part one of a three-part series, where we’ll be featuring a panel discussion about topics including how digitization ensures a consistent payment policy, why price transparency gives you an advantage, how the patient financial journey begins pre-service, and how to meet the varied consumer demand for digital solutions. Stay tuned in the weeks ahead for part two and three in the series. The Knowledge Group is a leading provider of continuing education. Their mission is to deliver quality continuing education programs utilizing industry trends and the latest technology to communicate regulatory shifts and contributions made to different fields. In addition, their insightful and engaging webcasts are brought to you by leading influencers to offer many perspectives and outlooks. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

For today's episode, I'm joined by my colleague, Kristin Burns, the Director of Product Management at VisitPay. In this interview, we talked about designing products that patients engage with, building empathy by putting yourself in your patient's shoes, the ongoing transition from paper to digital, and more. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, health systems can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice, and control to patients, all while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

Normally on the show, I interview industry experts about how we can improve the patient financial experience. For today's episode, we're doing something different. Recently, my colleague Kristin Burns and I took part in a webcast which we'll be featuring on upcoming episodes. Today's episode, however, features highlights from an interview we completed leading up to the webcast. Kristin is Director of Product Management at VisitPay. The host of the show, Andrew McLeod is Senior Director of Operations for The Knowledge Group. I really enjoyed this conversation as Andrew, Kristin and I talked about a wide range of topics including how patients often avoid health care because of the cost, advice on how to tailor the financial experience to each individual patient, the biggest opportunities for the financial experience, and more. VisitPay is the only patient financial engagement platform that simplifies the entire patient billing experience. Through VisitPay, hospitals can create a seamless, singular point of interaction that radically reshapes the billing experience by providing greater transparency, choice and control to patients, all the while generating high yield. Our mission is to create better financial relationships between health systems and their patients.

Today I spoke with David Burton, Chief Revenue Officer at Indiana University Health. We discussed the NRC survey on patient loyalty that reports why patients would consider switching providers. David shared why value and volume are two of his favorite V words and how both count in the revenue cycle. We also talked about how closely the Chief Revenue Officer title is to care affordability and consumer experience. If you are a company looking for a CRO, David’s advice is that you should “be clear on why you are creating the role." It could be revenue enhancement, market share growth, or many other things. He suggests making sure you know how you want to differentiate. Catch the rest of our conversation in our latest episode from “Against the Odds: The Path to Patient Loyalty.”

In this episode, I sat down with Mac Boyter, healthcare industry expert and Research Director at KLAS Research. From his unique vantage point, he shared insights on what healthcare providers are looking for and what technology participants like VisitPay are doing to meet those needs.  One topic that resonated in our conversation was how health systems drive change around the patient experience by putting patients first. As Mac sees it, these health systems often have “the best outcomes because those patients are driving the conversation through NPS and feedback.” By listening and adapting to what patients need and expect, health systems are able to increase patient satisfaction—engendering patient loyalty. Catch the rest of our conversation in our latest episode from “Against the Odds: The Path to Patient Loyalty.” I also asked Mac what he’d be doing if he wasn’t a research director at KLAS. Let’s just say, we weren’t surprised by his answer. Have a listen and see if you aren’t either.

Today's guest, David Salsberry, is the Chief Revenue Officer at Texas Health Resources. In this episode, David makes a keen differentiation between using the term consumer over the term patient and why that is so important. We also talk about the guiding principles around the patient’s financial experience, clarity, consistency, and compassion. Also, David shares his perspective on why it's crucial to engage consumers on their terms early in the financial process. Texas Health Resources is a faith-based and community-focused not-for-profit entity. It has revenues of about $4.5 billion. It covers a broad spectrum of services, from hospitals to physicians to behavioral health services, rehab, sports medicine, diagnostic and surgical centers. It employs 33,000 employees and has over 6,300 physicians and over 350 points of access in the Dallas/Fort Worth area. Recently, it was recognized as number seven on the Forbes Best 100 Companies to Work for. We hope you give this episode a listen.

My guest today is Todd Craghead, VP of Revenue Cycle at Intermountain Healthcare in Salt Lake City, Utah. Intermountain now has over 200,000 patients registered to use the VisitPay platform. High adoption rates and increased patient satisfaction have driven a yield lift of 29%. In this interview, we talk about how consumer expectations for healthcare are on a par with other industries. We look at how the success of a digital front door strategy is in the numbers, volumes of users, Net Promoter Scores, and App Store ratings. And we talk about Todd's advice to others considering a digital front door strategy to invest in now and to see brand loyalty grow. Since implementation with VisitPay, Intermountain Healthcare’s Net Promoter Scores has reached 40+ points, patient satisfaction has increased by more than 90%, and payment yield has improved by 29%. We hope you give this episode a listen.

Today's guest Tammie Jackson is the new HFMA National Chair and Vice President at TransUnion Healthcare. In this episode, Tammie shares how health systems are challenging the status quo. She also talks about how a satisfied loyal patient is more likely to be involved in their medical care, and more likely to pay their medical bills. And Tammie shares tips on how to ensure patients are satisfied with their financial experience. TransUnion Healthcare announced a partnership with VisitPay, an online patient financial engagement and revenue recovery platform. The agreement redefines the revenue cycle category by bringing together technologies from two market leaders to create a comprehensive solution for healthcare providers. We hope you give a listen.

My guest today is Michael Rawdan, senior director of revenue cycle at St. Luke's Health System in Boise, Idaho. St. Luke's applies interest in a compassionate way to payment plans created in VisitPay and still sees the highest Net Promoter Scores of any of our clients.  In this interview, Michael talks about why the patient's financial experience matters, and how it plays a key role in establishing patient loyalty. We also discuss how payment flexibility can help drive payments and satisfaction. Since implementation with VisitPay, St. Luke’s has seen top-two box patient satisfaction with the billing experience increase by more than 100%, and payment yield improve by 29%. It also has the highest Net Promoter Scores of any of our clients.  We hope you give a listen.