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Telehealth adoption has been a bumpy ride. Remote and virtual healthcare services struggled to gain traction pre-pandemic, only to become a life raft for safe access to care when infection rates began to climb. After that initial surge, telehealth usage leveled off at around 38 times pre-pandemic levels for much of 2021. Now, while uptake has dipped slightly as patients return to in-person care, the way healthcare is delivered has changed forever. Having seen what digital healthcare solutions can do, providers are continuing to embrace telehealth and digital tools as a route to improve equity, access and efficiency. According to a new report by Grand View Research, the telehealth market is expected to reach $787.4 billion by 2028 – a compound annual growth rate of 36.5% from 2022. Research from Experian Health and PYMNTS confirms that patients similarly expect digital tools to remain on their healthcare menu, with two-thirds using patient portals. Healthcare providers must keep patients' digital demands firmly in their sights, to improve patient engagement and secure a competitive edge. For providers thinking about their next digital steps, where are the emerging opportunities and pitfalls? How to harness the benefits of digital healthcare solutions: 1. Satisfy consumer demand with hybrid models Research shows that digital-first patients prefer using online tools to schedule appointments, obtain test results and make payments. Providers can satisfy consumer demand by offering hybrid models that include in-person and digital tools. Experian Health's suite of patient access solutions allows patients to choose when and where they engage with their provider and reduces friction around booking and billing. Clean data and reliable patient matching can give patients a seamless experience as they move between online and in-person interactions. 2. Connect with diverse communities to increase access to care Adoption of telehealth and digital opportunities goes beyond consumer satisfaction. Opening healthcare's digital front door enables communities that often find it challenging to access care, such as rural and lower-income communities, to overcome obstacles. Online scheduling tools can give busy families and those who may be juggling multiple jobs opportunities to book appointments at a time and place that suits them best. Data on the social determinants of health and patients' financial circumstances can be used to direct those in need to financial assistance, so patients don't miss care out of concerns about cost. Digital healthcare solutions can also be a better fit for younger patients who automatically reach for their mobile devices to interact with services. 3. Automate to save resources and mitigate rising inflation Automated and self-service digital healthcare tools that eliminate the need for manual input are also far more efficient than analog alternatives. Providers can save valuable staff time and resources and redirect them to where they're most needed. A more efficient and adaptive approach to healthcare delivery can help combat rising inflation and ride out economic shocks. Pitfalls to avoid when implementing digital health solutions: 1. Close the expectation gap – especially around payments Despite these advantages, a gap remains between how patients say they want to use digital tools, and whether they can actually use them. For example, in The Digital Healthcare Gap report by Experian Health and PYMNTS, 32% of patients who don't currently use patient portals said they'd be interested in doing so if one was available. There's a similarly stark gap between the number of patients seeking upfront cost estimates and those who get them. Only 24% of patients said they had access to a patient portal that offered pricing estimates. To increase patient satisfaction (and bump up collections rates), providers must expand portal capabilities to include cost estimates, payment plans and other services that patients repeatedly say they need.Closing the expectation gap will be particularly relevant to providers that want to attract new and younger consumers, who are more likely to expect and use digital healthcare solutions. 2. Eliminate disjointed data with interoperabiliy Digital and data-driven tools are only as powerful as the data they’re built on. If patient information is inaccurate or incomplete, the convenience and ease expected of digital healthcare solutions start to break down. Providers must find digital healthcare solutions that are convenient for patients to use, but also compatible and easily integrated with the wider information ecosystem. A unique patient identifier is one way to ensure that these innovative tools and apps work together and ensure staff have access to up-to-the-minute patient information. Getting the back-end setup right will ease friction in the patient journey. 3. Avoid missed opportunities to scale with actionable analytics As the pandemic has shown, telehealth and digital healthcare solutions have the power to open access to care, but only if they are made available to the right patients at the right time. Experian Health's data and analytics solutions allow providers to identify gaps in digital strategy delivery, understand and segment patients, and adopt a flexible and responsive approach to create a frictionless patient journey. Find out more about how Experian Health can support healthcare organizations to maximize the opportunities in implementing digital healthcare solutions and secure the digital advantage.

Dayton Children’s Hospital is a pediatric hospital in Ohio with over 300,000 annual patient visits. Ranked by U.S News & World Report as one of the top 50 pediatric facilities in the United States, the facility’s mission centers around providing “optimal health for every child.”  Challenges The Patient Accounts department, led by Richard Gonzales, wanted to reduce his team’s reliance on third-party collections agencies and avoid associated fees. This meant that his in-house team needed to further scale its operations and processes to reach their in-house collections goals. The Pre-Service Operations department, managed by Jason Schenck, pursued efficiencies for resources within the centralized scheduling team, including the goal to quickly respond to referrals and turning those referrals into scheduled appointments within 24 hours. Throughout the pandemic, both teams experienced staffing shortages and pandemic-related absences. Because their dialing methodologies were manual, these disruptions in personnel prohibited them from growing in-house collections and reaching the turnaround times Schenck's team wanted to achieve for scheduling referrals. As Dayton Children’s strived to achieve these ambitious goals, they decided to proactively provide a better patient experience through convenience, connection and an effective communication experience. Resolution Dayton Children’s launched Experian Health’s PatientDial solution in the Patient Accounts department to scale their in-house collections efforts, thereby reducing dependency on their outside collections agencies. The solution was also adopted in the Pre-Service Operations department to automate dialing and conversation readiness so that the team could expedite the scheduling of referred patients. The expertise of a dedicated Experian Health consultant provided unwavering support to the two departmental heads and also gave them full control over the operations to best match their expectations. Streamlining patient payment collections with PatientDial  The Patient Accounts department’s operations revolve around billing a claim, reducing bad debt, increasing patient collections and providing effective customer service. They devised a two-pronged approach when it came to contacting patients for payments. The outbound campaign focused on collections, whereas the inbound customer service team handled the large volume of incoming calls from customers and rerouted them to the correct department. When it comes to collections, the Patient Accounts department found that making phone calls was the most effective medium to support their collections efforts. Billing is a complex process and taking the time to connect with patient guarantors to explain those bills paid off. To refine the communication approach, patient accounts were segmented based on outstanding balance amounts and where they were on the statement cycle. Calls were then made to the accounts with the highest propensity to pay. Waiting on hold not only wastes a patient’s time but also leads to a frustrating patient experience. Many even abandon calls, to call again later, which makes phone lines even busier. To provide a better patient experience, the department was also able to try out an innovative recall campaign, enabled by the queue callback feature. Patients were called back automatically the moment an agent became available, thereby reducing call hold time. By providing patients with this callback option, Dayton Children’s is empowered to accept more inbound calls per day along with having empathetic conversations with guarantors around payment plans to sustain its collections goals. Patient scheduling and preregistration powered through automation The Pre-Service Operations department leveraged PatientDial to improve outbound call efficiency and optimize existing staff resources to schedule appointments rather than leave voicemails. The productivity for scheduling a new patient visit from an outbound call was about 30%. With the centralized team supporting more than 40 specialty clinics, the team needed to improve the number of new patient visits scheduled daily, which meant opening resources to receive inbound calls. The mighty team of 10 was able to strategically use the autodialer feature to make new appointments, send appointment reminders and schedule referrals. Time is of the essence in a healthcare setting, and swift access to pertinent patient information enabled the staff to start their work even before greeting the callers when an inbound call came. Powered by the agent pop feature, staff had immediate access to key patient identifiers such as name, date of birth and specialty clinic from referral. Additionally, the feature enabled the team to reinvest time in creating a positive patient experience through improved hold and talk times, both of which reduce the risk of call abandonment. Results of incorporating PatientDial With PatientDial, the Patient Accounts department has been able to successfully align revenue goals with employee productivity. Previously, the staff was able to make only 50–60 calls per day, out of which 70% went unanswered. By automating dialing, the staff is now able to make 600 calls per day, resulting in a corresponding uptick in collections. The recall campaign, used for following up with patient guarantors, was a new endeavor for the department and has reduced the staff’s burden of making 300 manual calls per day and has also reduced call abandonment rates. The Pre-Service Operations department, has seen a 50% increase in patient appointments scheduled, powered by 600–800 automated calls made per day. The referral-to-scheduled appointment timeline has gone down from 4 days to under 1 day. Two hundred patients can now be reached via text daily and the speed to answer calls has been reduced from 60 seconds to 30 seconds. Lastly, PatientDial has positively challenged the Pre-Service Operations department to rethink productivity and daily operational efficiency. Dayton Children’s investment in dialing automation has streamlined their patient communications around scheduling and far exceeded initial goals. Because of the resulting high volumes of new patients scheduled and improved efficiency and effectiveness the team realized, there’s a strategic plan specific to central scheduling and to implement standard processes for managing new patient referrals across the organization. What’s next for Dayton Children’s? Empowered by their stellar results, both the Patient Accounts and Pre-Service Operations departments want to further explore how PatientDial could help other departments achieve greater productivity and further deliver a positive patient experience. The Patient Accounts department wants to maintain its focus on productivity gains and employee experience through PatientDial, with the ultimate goal of bringing in more collections. The Pre-Service Operations department plans to take on additional scheduling responsibilities across departments, creating time to reinvest in direct patient care and improving patient outcomes. Initial plans are for establishing patient scheduling and improving processes to identify and schedule follow-up visits. Both the teams at Dayton Children's recognize Experian Health’s expertise in revenue cycle solutions, which has made this a successful partnership. Learn more about how PatientDial uses patient outreach and patient engagement processes and workflows to increase your bottom line.  

When it comes to the patient journey, knowledge is power. That's where targeted patient outreach comes in. Informed patients can make better and faster decisions about their healthcare. By arming patients with answers and easy access, they’ll be less likely to miss appointments or fall behind on payments. Instead, they’ll enjoy better health outcomes and a more satisfying healthcare experience. As digital services evolve, healthcare providers need to find new ways to engage patients. That means embracing digital tools and data analytics to make sure patients get the information they need through their preferred channels, and at a time that makes them most likely to act. Knowing what patients need gives providers the power to communicate with more patients, more effectively, and deliver outstanding patient experiences. This article looks at three specific use cases for targeted patient outreach. These include reducing pressure on staff, closing gaps in care and streamlining patient collections. Use case 1: Targeted patient outreach can help reduce pressure on call center teams and increase appointment bookings One of the biggest pain points for patients is having to schedule appointments by calling a specific number at a specific time, and then being put on hold until an agent is available to help. A recent survey by Experian Health and PYMNTS found that over the last year, one out of every five patients chose to skip this option and have booked their appointments through digital channels instead. Instead of just providing patients with a number to call during office hours, providers can make it even easier for patients to book appointments by deploying a patient outreach solution that connects patients to an online scheduler. Automated text message (SMS) and interactive voice response (IVR) campaigns can be used to send patients a link to schedule their appointment immediately. Waitlists can also be managed with this technology, by sending automated messages that enable patients to accept earlier appointments that may become available and cancel their existing appointments to make the slot available to others. Reminders are useful, but the ability to make an appointment is far more likely to result in bookings. Not only is this convenient for patients and enables them to see their doctor sooner, but it also helps offload call volumes for busy call center staff. Automated outreach capabilities can reach many more patients than a traditional call center setup. It can also process thousands of calls and messages per day without agent input. Use case 2: Targeting at-risk patients to close gaps in care Targeted patient outreach also plays an important role in closing gaps in care, so patients get preventative and follow-up treatment without delay. Historical patient data and data on the social determinants of health (SDOH) can be leveraged to identify at-risk patients and ensure they get timely, relevant and actionable information about their care options. For example, researchers in Pennsylvania found that patients with lung cancer were more likely to attend screening appointments after receiving some form of outreach, compared to those receiving standard care. Similar prevention-focused approaches have been suggested to identify patients at risk of chronic kidney disease, to address gaps in screening and early intervention. SDOH data and targeted patient outreach solutions can also be used to support populations that typically struggle with access to care, such as immigrant, minority and lower income communities. Outreach messages can include information about health education, local resources, links to book wellness visits and details of screening programs. Use case 3: Streamline patient collections and avoid lost revenue with targeted patient outreach In addition to tailored messaging around scheduling and health education, automated patient outreach solutions can be used to streamline patient collections with bill reminders and self-pay options. For example, PatientDial is a cloud-based dialing platform providing inbound and outbound automated calls. This speeds up collections by giving patients self-service options, such as balance retrieval, bill requests and pay-by-phone. Similarly, PatientText sends automated text messages with a link to a provider’s patient portal and contact center phone number. Frequency and content can be customized, and since there’s no send limit, providers can scale their campaign to as many messages as needed. Both tools reduce the need for agent involvement and provide insights to help improve performance. PatientDial in practice: Sanford Health used PatientDial in combination with Collections Optimization Manager to route collections calls to the appropriate agents based on the patient’s ability to pay. This led to increased collection rates. The system also generated $2.5 million in patient payments by verifying billing information, and an additional $60k was found through better management of accounts for deceased patients. Targeted patient outreach should be personalized, proactive and process-driven The key to success in each of these use cases is to be proactive. With the right data and patient outreach solutions, providers can anticipate the information that patients will need and deliver the must-know details in a tailored and timely format. Patients will be empowered to manage their own healthcare journey, while providers will lighten the administrative load and see higher collection rates. Find out more about Experian Health’s patient outreach solutions.

An efficient revenue cycle management (RCM) system is a win-win for patients and providers. Friction-free solutions that cover everything from booking appointments to paying bills create a more satisfying patient experience and allow patients to focus on their health. Providers can lower administrative costs and generate more revenue from data-driven billing and collections operations. To ensure the patient’s financial journey goes ahead without a hitch and avoid revenue leakage, the RCM system can’t skip a single step. Experian Health’s 10-step healthcare revenue cycle flowchart sets out the necessary ingredients for success. See the healthcare revenue cycle flowchart below: Step 1: Patient registration The healthcare revenue cycle flowchart begins with the patient’s first interaction with the healthcare organization. First impressions count. Patients want to be able to book appointments and complete registration quickly and easily, and providers that offer patient portals are seen as more attractive. Opening up the digital front door with online self-scheduling and self-service registration also helps providers increase operational efficiency and minimize manual errors that could lead to claim denials. Reliable patient intake software can verify patient identities, reduce manual processes and deliver a flexible patient experience – laying the groundwork for the entire RCM process. Step 2: Eligibility and benefits Next, providers need to check whether the patient’s insurance plan covers their expenses. To increase the likelihood of reimbursement, providers should give patients clarity about their coverage status and be vigilant about locating any missing or forgotten coverage. Coverage Discovery allows providers to check for undisclosed coverage at every patient touchpoint. By quickly uncovering previously unidentified coverage, bills will be cleared sooner with fewer write-offs to bad debt. This part of the RCM process is also a good time to help patients plan for their financial obligations. Patient Payment Estimates gives patients accurate estimates and links to financial assistance and easy payment methods, straight to their mobile device. With the right data and digital tools, providers can deliver a transparent, compassionate and convenient patient payment experience that encourages payment earlier in the revenue cycle and supports a healthy cash flow. Step 3: Data entry With RCM processes relying on data like never before, maintaining accuracy is paramount. Providers must be able to verify and protect patient identities to ensure the right information is linked with the right patient. Accurate data entry decreases the costs associated with medical billing errors, and improves interoperability as more patient data is created, collected and shared. A digital patient identification solution can build a single, accurate view of each patient, using a unique patient identifier to hold the information together like a golden thread. Automated patient enrollment using PreciseID® allows existing data to be auto-filled, while tools such as Universal Identity Manager maintains data in an interoperable format, to further protect against errors. Step 4: Prior authorizations Before treatment begins, providers must determine if prior authorizations are needed. If so, they must submit a request to the payer. Without prior authorizations, providers may see their claims denied, which increases costs, causes time-consuming rework, and creates a stressful experience for patients. With online prior authorizations, providers are guided through a workflow that automates inquiries, status checks and submissions. It auto-fills payer data using real-time information about each payer’s prior authorization requirements, stored in Experian Health’s pre-authorization knowledgebase. Prompts for manual involvement ensure the process is as efficient as possible, to expedite treatment and secure timely payments. Step 5: Patient encounter At the time of treatment, information about the services a patient receives will be added to their patient record. This sets the stage for accurate coding and billing. To ensure no essential information is omitted, providers must keep up to date with regulatory changes. For example, the Appropriate Use Criteria program introduces new requirements for providers ordering diagnostic imaging services. Providers should examine their workflows in advance to avoid any costly compliance errors. The patient encounter is also an opportunity to double down on creating positive patient experiences, and to anticipate any potential RCM issues. Communicating clearly about any changes to medical bills and checking again for coverage will keep the revenue cycle moving. Providers may also consider incorporating data on the social determinants of health to support efficient discharge planning and prevent high-cost readmissions. Step 6: Charge posting In the next step of the healthcare revenue cycle flowchart, providers must submit the claims to the relevant payer using the appropriate charge posting or charge entry process. Documentation must include a detailed breakdown of all the services provided to the patient, alongside patient information, history and insurance or payment plan status. Again, getting every detail right will secure more timely payments that match the expected amounts. Step 7: Coding and billing Before patient billing gets underway, providers must check payer codes for the services that have been delivered. Payers use diagnostic (Dx) codes, place of service (POS) codes, current procedural terminology (CPT) codes, Healthcare Common Procedure Coding System (HCPCS) codes and others to determine payable amounts. If codes are not inputted correctly, claims are likely to be denied. Automated claims management software can check that every claim is clean and error-free before being submitted. Experian Health’s claims management software incorporates standard government and commercial payer’s global edits as well as client-specific customized edits so providers can submit claims with confidence. J. Scott Milne, Senior Director of Product Management at Experian Health, says providers can leverage tools such as Claim Scrubber and ClaimSource to automate and prioritize claims to maximize reimbursement: “Both of these solutions are focused on the most important revenue cycle goal – to submit the claim correctly the first time. With the combination of Claim Scrubber and ClaimSource, healthcare organizations give themselves the opportunity to decrease denial rates, increase cash flow and decrease the overall accounts receivables.” Step 8: Claims management After the claim has been filed, the payer’s claims adjudication process begins. Payers will check eligibility, benefits, coding and contract rules to determine their financial responsibility. They may decide to pay in full, pay a partial amount, or deny the claim, with the reasoning set out in an Explanation of Benefits (EOB) statement. If the claim is denied, the provider needs to decide if it’s worth reworking and resubmitting the claim. Rework is expensive and time-consuming, so many providers use a healthcare clearinghouse to check claims before they’re submitted. Providers may also consider using a tool like Enhanced Claim Status, which submits automated status requests based on payers’ individual timelines, and provides responses that include the payer’s proprietary codes and descriptions. This facilitates early intervention into claims that are flagged for denial, which improves productivity and faster reimbursements. Providers also get detailed denial analysis and monitoring reports to pinpoint the root cause of denials, so they can be fixed promptly. Step 9: Payer Contract Management The complexity and volume of payer contracts can leave providers with little negotiating power when it comes to querying and collecting underpayments and delays. Providers need robust processes to audit payer performance and keep track of changing payer requirements to ensure timely reimbursements. Experian Health’s Contract Manager helps providers stay on top of changes to payer payment policies, identify patterns of non-reimbursement, and appeal denials in the most effective way. It identifies inconsistencies between pricing claims and paid amounts, so providers avoid missed revenue opportunities. Positive provider-payer relationships make the revenue cycle management process easier for everyone. With reliable contract management tools, communication and two-way accountability are much more effective. Step 10: Patient Billing and Collections The final step in the healthcare revenue cycle management flow chart is to bill patients for the remaining amount they owe. Balances are collected by in-house collections teams or outside collections agencies. Revenue cycle management software makes this process smoother and more efficient. For example, Patient Financial Clearance assigns each patient to the appropriate financial pathway based on their individual circumstances, while Collections Optimization Manager can be used to build custom segmentation models and workflows. That way, resources can be focused on the accounts most likely to yield revenue. Then, once the patient’s bill has been issued, collections software can be used to create a compassionate and convenient payment experience and complete the revenue cycle. Find out more about how Experian Health’s Revenue Cycle Management Solutions help healthcare organizations deliver outstanding patient financial experiences, optimize RCM workflows and increase cash flow.

Healthcare data is mushrooming. Each patient generates hundreds of megabytes of data each year, from electronic medical records to activity logs on fitness trackers. The volume of data and diversity of sources is growing exponentially, churning out a wealth of information about patients' medical histories, socio-economic circumstances, consumer preferences and lifestyles. This is a gold mine for healthcare leaders and clinicians who want to improve clinical care and treatment. It reveals opportunities to reduce healthcare costs and address population health challenges. But with the rush to focus on fresh insights, there's a mountain of historical data piling up in the background. Is this “old” healthcare data still useful? How can healthcare organizations ensure that their decisions and strategies are based only on the most relevant data? Determining the relevance of healthcare data Value-based care and efficient workflows rely on up-to-the-minute healthcare data. After all, what use is a diagnosis that fails to take account of a patient's new medications? Why risk delayed payments by failing to check a patient's current billing address? When providers have a full understanding of a patient's current circumstances, they can deliver the best possible patient experience. Providers are right to focus on box-fresh data (such as Experian's unmatched, originally sourced healthcare, marketing and credit bureau data), but historical data shouldn't be overlooked. What matters is how the data correlates with other data points. Can it be relied upon to fill in gaps in a patient's profile? To answer these questions, providers should look at the source, format and content of their datasets. Can the original sources be verified? If historical data was recorded manually and stored in paper files, is it compatible with today's digital systems? How can historical healthcare data be used?   While clinical decisions shouldn't be made solely based on historical data, such data can help enrich patient profiles and build a fuller picture of the patient's life. For example, data that reveals a patient's past behaviors and habits may help to explain current symptoms. This can lead to improved health outcomes and a better patient experience. When used in conjunction with more recent data, historical data can help providers create robust patient profiles and promote stronger patient engagement, better allocation of resources and more equitable access to services. Fortunately, multiple tools exist to help providers make sense of all their data to draw accurate, timely and actionable insights. For example: 1. Unique patient identifiers help eliminate erroneous patient data Utilizing more data points means there's a higher chance of duplicate data creeping into patient profiles. Providers need to watch out for information that shouldn't be there, information that's missing, or information that's associated with the wrong person. Inaccurate and incomplete patient information can lead to medical errors, reduced quality of care and suboptimal patient experiences. A unique patient identifier helps eliminate identification errors and create a single source of truth for each patient. Universal Identity Manager protects each patient record, allowing both new and old data to be combined in a standardized format. The unique patient identifier makes it easier for providers to verify patient information at each touchpoint in the patient journey, so that new information can be checked against existing records to maintain a clean patient database. 2. Consumer marketing data helps create personalized patient experiences Older data offers additional insights into patients' behavior, lifestyles and consumer preferences, which can be combined with new information to create a personalized healthcare experience. For example, by leveraging third-party data from a reliable source such as Experian, a provider might discover that a patient has a preferred language that's different to the one being offered. Being able to refer the patient to a physician who speaks their language will create a much better patient experience and avoid potential misunderstandings. Experian now offers nearly 200 language codes, making it easier for providers to communicate effectively with individual patients. A consumer marketing tool such as ConsumerView also enables providers to tailor the content, method and timing of marketing communications. This supports value-based care by making it easier for patients to engage with healthcare communications and access the support they need. 3. Improved revenue cycle analytics can increase reimbursements Of course, being able to access increasing volumes of current and historical data is only useful if that data can be turned into actionable insights. The more accurate the data points, the more reliable the analysis will be. This is particularly true of revenue cycle analytics, which encompasses everything from patient access and billing to reimbursements and payer performance. Experian Health's web-based business intelligence tool gathers together multiple data streams into a single analysis, so providers can make better decisions across the entire revenue cycle. User-friendly dashboards give staff at-a-glance summaries of what's happening across the revenue cycle, while allowing them to drill down to see detailed trends analysis for specific key performance indicators. A reliable data partner can help providers harness vast datasets Harnessing these ever-growing datasets to generate the most relevant insights is no mean feat. By partnering with Experian Health, providers can enrich patient profiles with originally sourced, reliable data and secure the greatest ROI from Experian's unmatched suite of analytical tools. Providers can tap into thousands of healthcare, credit, marketing and lifestyle data points to get a 360-degree view of their patients. They can validate the source, standardize the format and interrogate the content of new and historical data with Experian Health's user-friendly software. With clean, comprehensive data presented in a timely and accessible way, providers can future-proof their workflows and capitalize on the transformative power of big data – old and new. Discover how Experian Health's data and analytics tools can help healthcare organizations build robust patient profiles by leveraging both old and new datasets.

Consumers are increasingly turning to digital channels such as online patient portals to streamline care management and communication with healthcare providers. Digital-first consumers and younger generations are now expecting seamless online experiences from all industries, including healthcare. Providers will need to accommodate their patients' wants and needs or risk losing them to competitors. In fact, research shows that 61% of consumers who are “very” or “extremely” interested in using patient portals would switch their healthcare providers if other providers made such portals available. A new collaborative report between Experian Health and PYMNTS examines how healthcare providers are currently using these channels, and identifies gaps and new opportunities for improvement. Opening healthcare's digital front door is now more important than ever. Find out more about how Experian Health’s digital tools and solutions can help providers streamline the patient journey.