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It\'s no secret that claim denials cost healthcare organizations. They take about 16 more days to pay out than claims that have not been denied. On average, this delay in payment equates to one percent of a healthcare organization’s cost structure. Final claim denials — or claims in which the payer never pays the provider — lowers a typical hospital’s annual net revenue by 1.9 percent. These tack on additional administrative costs because of the work it takes to close them. The good news is that 76 percent of claim denials are eventually paid off — but the staff time it takes to get the payments can be costly. Claims roadblocks Experian Health recently worked with a large healthcare organization that manages more than 200,000 claims per month, which exceeds $1 billion in claims dollars. The organization has almost 50 hospitals in its network, as well as urgent care and cancer care centers, which creates a large number of transactions and claims to process. This includes Medicare, Medicaid, private insurance, worker\'s compensation, managed care, and more. Before partnering with Experian Health, a number of errors were leading to denied claims, including discharge-not-final-billed errors, claims errors, stop bills, late charges, clearinghouse edits, and other factors that created roadblocks. But claims automation helped turn things around. Automation reduces errors Automation provides benefits to healthcare organizations and patients because it speeds up evaluation, ensures correct and timely billing, and reduces the number of manual touches needed for each claim. According to the Council for Affordable Quality Healthcare, manual processes slow down claim reimbursement. People take an average of four minutes to process claims, but automation reduces this to three minutes. Although a minute doesn\'t sound like much, it translates to thousands of hours saved for a healthcare organization that processes 200,000 claims each month. Automation also frees up time for billing teams to focus on more pressing tasks. How organizations can benefit By automating, this healthcare organization could ensure clean claims by utilizing an expansive library of national payer edits and implementing custom edits. This eased the follow-up process because teams had detailed insight into claims status, an analysis of denial reasons to efficiently process them, and automated workflow and payment posting to handle splits and contractual adjustments. One of the biggest reasons this healthcare organization partnered with Experian Health was the ease of implementation with its medical records system, Epic. For example, ClaimSource easily loaded customized edits and the edits library into Epic, tracked and corrected claims, found and repaired issues with the system build, and created opportunities for cross-training and centralized reporting. Long-lasting results Through this automated process, the healthcare organization now has detailed insight into its claims management process and can monitor rejections data, review effectiveness, and find ideas for even more system automation. Through its partnership with Experian Health, this healthcare organization has improved its claims metrics across the board. It improved its acceptance rate by 10 percent, and it became an Epic top performer for claims acceptance, averaging a 99 percent acceptance rate. It has also increased its clean, paid claims percentage by over 10 percent. Start automating to streamline your claims process.
Chalk it up to the rise of high-deductible plans or decreasing payer reimbursements, but the numbers don’t lie: patients are footing more of their healthcare bills and hospitals are struggling to collect. In fact, a recent TripleTree report revealed there has been a 69 percent increase in consumer payments due to providers over the past four years. That same report also noted providers collect only 1/3 of patient balances larger than $200, with the balance being sent to collections or written off as bad debt. All this to say … collections can make or break a hospital. So, how are hospitals compromising on their collections game? Let us count the ways: 1. They treat all patients the same. Some patients may be able to cover all their care costs up front, while others need to spread out payments, or perhaps get help from a lender or charity. Logical, right? But for some reason, many hospitals take a one-size-fits-all-approach to their collections work. They’ll simply submit the bill, wait for payment and see what happens. If payment fails to come in after repeated attempts, they send the account to collections, and the agency often takes a similar approach. Scoring and segmenting patient accounts based on who has the propensity to pay –and directing them to the in-house or outsourced team most likely to collect – is a much more productive collections strategy. Even better, providers should try to determine what patients owe before a procedure, and reveal payment plan options from the start. By developing a means to estimate the cost of a patient\'s care, providers can deliver a figure to target for pre-operative, pre-procedure collection. 2. They lack an agency strategy. Just as hospitals can take one-size-fits-all approach with their patient collections, so too can be the case with their collections agencies. Some hospitals find themselves struggling with how to reconcile accounts placed with their agencies. Others are unhappy with their early- or late-stage collections vendor, but can’t quite pinpoint where it’s all going wrong. Advocate Aurora Healthcare, an operation with 27 hospitals and 500 outpatient locations, was trying to oversee 20 different collections agencies just a few years ago. They wanted to reduce the number of agencies doing their collections work, and gain a clearer understanding of who was performing best, but they lacked the data insights to evaluate. By tapping into a collections optimization platform, Advocate Aurora was able to reduce their agencies from 20 to four, and they started seeing double-digit increases in their patient collections. Routing accounts to the optimal collections resources, and using collection agencies judiciously, minimized their collection costs, and helped them stay focused on patients who can and will pay. 3. They rely on limited data sources. To create a truly effective collections strategy that is both predictive and insightful, hospitals need to rely on data sources that offer breadth and depth. Let’s consider an example. In the credit world, financial services companies can be looking at two consumers with identical credit scores and come to the conclusion that they should treat each the same. But with more data insights, a lender might see that one is trending up, making on-time payments that exceed the minimum balance, and the other is trending down, showing signs of payment distress. With historical data and other insights, the financial lender would likely treat each of those individuals differently. Agree? The same scenario can unfold in the healthcare space. If providers are solely looking at zip code data, or historical healthcare data, they will be challenged to offer personalized payment plans and decisions around how best to collect. Combining various data sources, including credit data, can provide hospitals with deeper insights into a patient’s propensity to pay and financial disposition. This allows healthcare organizations to identify the best financial pathway for each patient at, or before, the time of service, and will ultimately optimize their account receivable performance as well. --- By flipping the switch on a few of these strategies, hospitals can turn their patient collections game around. They’ll see gains in patient satisfaction, improvement in the accounts receivable bucket and the power data can have on segmentation. There’s really no excuse to fail.
Healthcare providers are relying on patients for more of their revenue as more of the burden of healthcare costs shifts to them. In fact, hospital revenue from patients’ direct payments increased by 88 percent between 2012 and 2017. At the same time, collection rates from patients who had balances over $5,000 were four times lower than those who owed less, according to a 2017 Crowe Horwath analysis. This creates problems for healthcare organizations working to keep its reimbursement rates up. This was the situation Advocate Aurora Healthcare found itself in when it decided to create a patient collections strategy. Its patient collections team was overwhelmed, attempting to manage 20 different collections agencies. The team realized that it needed to consolidate agencies, streamline patient collections, and improve the collections experience for patients from beginning to end. Reduce reliance on collections agencies through data insights To consolidate agencies, Advocate Aurora Healthcare needed a way to analyze each agency to determine the top performers, said Peter Troia, collections manager for the healthcare organization, which is comprised of more than two dozen hospitals. The organization also lacked workflows that reflected industry best practices, which hampered robust collections efforts. Employees couldn’t review the agencies\' performance (especially because it was all self-reported) and had limited access to data, few IT resources, and high internal collection costs. In-house collections could take an average of 139 days, and collections done by agencies were taking an average of 270 days. The patient collections team decided to implement data-driven technology that could automate the collections process and give it the opportunity to segment accounts and use propensity-to-pay models to help choose the right agency for the job. By determining patients\' ability and inclination to pay using data insights (including identifying potential charity accounts) and monitoring changes in their ability to pay, Advocate Aurora Healthcare is able to focus on placing the right accounts with the right resources to yield the best results. It has in-depth reporting and benchmarks to deliver actionable insights to optimize processes, forecast future performance, and improve financial outcomes. \"When we\'re analyzing our agencies, we can look at comparing their recovery rates on a month-to-month basis,\" Troia said. \"That gives me real-world business decisions that allow me to determine when do I place, how long do I place, what can I expect on a certain segmentation score, and how we can really impact different work standards to get the results we want to get.\" Advocate Aurora Healthcare was able to compare internal collections performance with the performance of outside agencies and went from working with 20 agencies to only the four agencies that had the best performance. Advocate Aurora Healthcare Results Leveraging business intelligence and analytics in patient collections helps Advocate Aurora Healthcare determine when to move accounts from accounts receivable to bad-debt status while giving its team insights into when an account should move from one agency to a secondary placement agency. It can prioritize inventory by segmenting and routing accounts and access performance reporting to put the healthcare organization in a good financial position moving forward. By automating the collections process, Advocate Aurora Healthcare has increased its collection dollars each year. Through the segmentation of accounts combined with outbound call campaigns, it has realized double-digit increases in patient collections every year. The more patients are paying out of pocket for their healthcare, the more healthcare organizations are going to need to work on their collections strategies. But it doesn\'t have to be overwhelming. With the right tools in place, your organization can turn things around and improve patient collections results. To read more about Advocate Aurora Healthcare’s success in patient collections, please download their success story.
The healthcare industry is starting to embrace the use of consumer data to help achieve better treatment outcomes, engage patients in meaningful ways, market to health consumers, and identify social determinants of health among their patient population. As consumers now spend an estimated $3.5 trillion annually on healthcare in the U.S. (approximately $10,348 per consumer), they expect the healthcare industry to create modern and innovative experiences for their care journey. Those experiences can only be created through data-driven insights. When it comes to the world of data, where can we start? What if we could use health data and other variables like socioeconomics to predict missed appointments, noncompliance with medications, and patient trajectory over time? By learning how to apply data analytics to practice management workflows, we will improve the delivery of patient care by zeroing in on the best in social determinants of health. Data insights can also forge stronger customer and patient relationships, foster brand loyalty, and drive decisions around how to interact with consumers in ways that consider their lifestyles, attitudes and preferences. Those insights help deliver tailored messages to patients that are relevant to every stage of their journey. And what about applying credit data to create a personalized, nearly invisible, payment experience for patients? As patients express that paying their bill is a top pain point in their health journey, we look to use the right data insights to fuel collection strategies by offering patients financial assistance and payment plans at the point of service to ensure a positive patient financial experience. The right data can transform patient and consumer experiences in healthcare. However, it’s important to have access to clean, original-source data, as well as analytics to gain insights that drive decisions and achieve results. Household data, marketing data, credit data and of course healthcare data can all offer a more complete view of today’s healthcare consumer. If you are attending HIMSS19, join us in booth 2033 to hear one of our presentations on using data in the patient experience to earn CE credits.
Patients are paying significantly more for healthcare these days. The typical patient spent $10,739 in 2017, compared to just $355 in 1970. And the percentage of people with private insurance enrolled in high-deductible plans continues to grow, reaching about 47 percent in 2018. More than ever, patients are demanding to know upfront how much they will be paying for the services they need. Saratoga Hospital, an organization of 450 physicians and other medical professionals in Saratoga Springs, New York, was like many hospitals around the country. It was struggling to give accurate estimates for patient responsibilities. Wading through the many insurance plans and rules associated with them to figure out what is covered and how much can be a confusing and time-consuming task for hospital staffers. The sheer volume of information, various medical billing codes, and more hampered efforts to provide transparent estimates at Saratoga Hospital. To ensure patients wouldn’t be hit with costly surprise bills later, the hospital first needed to know how much patient insurance would cover for each service provided. In 2016, Saratoga Hospital began using Experian Health’s Patient Estimates, a web-based pricing transparency tool for hospitals, medical facilities, and physicians that tells patients the cost of services at a particular healthcare organization. For example, the tool combines all related charges to estimate an accurate bill for a patient\'s appointment, which might include blood tests, medicines, facility fees, and the physician\'s charge. In addition, information such as deductibles, co-pay, and co-insurance are calculated into the tool, as are financial assistance policies for patients without insurance, including discounts for prompt payments, state-mandated discounts, and payment plans. Using all of these variables makes estimating payments much easier, and it produces greater accuracy. By training its preregistration department to use the Patient Estimates tool, Saratoga Hospital could accurately estimate authorized services for patients at the point of service (or even before), streamlining price transparency requests. This proactive approach engages patients because it keeps them informed of their responsibilities and improves their overall experience and satisfaction. Addressing this aspect of medical care is essential, considering that 85 percent of adult patients are concerned with their medical costs. Saratoga Hospital staff quickly found that patients embraced the transparency because it helped them understand their financial responsibility for receiving care before stepping into the hospital. This helped them make quicker, more informed decisions. The hospital\'s staff, equipped with a more comprehensive knowledge of what patient insurance was authorized to handle, was also more confident in requesting payments for services before they were administered. The numbers at Saratoga Hospital speak for themselves: Cash collections increased by 400 percent from 2015 to 2018. As the demand for price shopping continues to grow among health consumers, price estimates can be incorporated into an online service that creates personalized estimates. At every turn, greater transparency and efficiency in the payment process benefited patients and Saratoga Hospital alike. It provided a boost and highlighted the importance to the hospital\'s preregistration department, giving staffers the necessary training to use and maintain the Patient Estimates tool properly. And implementing the tool also led to improved quality assurance, an increase of refunds, and more efficient handling of canceled appointments. To learn more about Saratoga Hospital’s experience with price transparency, click here to watch a quick video about its success and to download the case study.
Healthcare runs on revenue, and claims denials can put a big dent into the budgets of healthcare providers — between 5 and 10 percent of claims submitted by healthcare providers are denied. This adds up to billions of lost dollars each year for providers in the U.S. The good news? Ninety percent of claims denials are preventable when healthcare providers automate revenue cycle functions. In fact, providers could gain an estimated $9.5 billion by automating the claims management processes. And money isn’t the only thing to be saved — companies could also have more time to work on other processes. The problems facing one Oregon healthcare provider Monitoring claims and cash flow is difficult for any healthcare organization, as the staff at Summit Medical Group Oregon — Bend Memorial Clinic (BMC) knows. Summit Medical Group Oregon – BMC found its team consistently waiting for payer response, which often forced its overall operations to drag. After 30 to 45 days of submitting claims, if Summit Medical Group Oregon – BMC did not receive payment, staff members would have to reach out to payers to determine whether they had received the claim. They also had to determine whether the claim was in the process of adjudication, as well as any other steps the staff should take in order to get the claim processed, according to Summit Medical Group Oregon – BMC business analyst Sean Schlappy. These manual processes not only create lags in claims reimbursements, but also take up a lot of staff time. The Council for Affordable Quality Healthcare found that processing claims manually takes an average of four minutes, while processing automated payments takes an average of three minutes. So Summit Medical Group Oregon – BMC decided to implement software solutions to improve acceptance rates. The tools used for improvement One product Summit Medical Group Oregon – BMC implemented was Claim Scrubber, which ensures all claims submitted are accurate before they\'re sent to the payer. Because it can be integrated with most practice management systems, this service allows employees to set up notifications in the healthcare provider\'s work queue. It also provides detailed dashboards and reports to quickly recognize trends to improve medical coding and reimbursement rates. Summit Medical Group Oregon – BMC additionally turned to Enhanced Claim Status, which provides employees with status requests based on the payer’s adjudication time frame, improves productivity, and ensures timely and accurate payments. This tool reduces the amount of time staff members must spend interacting with the payer, and it generates work lists of claims with actionable data. By transitioning most of its coverage information upstream, Summit Medical Group Oregon – BMC was able to obtain more accurate data during the initial patient introduction and registration. Using this technology, Summit Medical Group Oregon – BMC also improved the patient experience. Using technology for clean claims After implementing Enhanced Claim Status in conjunction with other services from Experian Health, Summit Medical Group Oregon – BMC gained a 15 percent reduction in accounts receivable days and volume. And the healthcare organization now has a 92 percent primary clean claims rate, and its claims denial rate has dropped to 7 percent. Integrating several tools is helping Summit Medical Group Oregon – BMC in the long term, Schlappy says. Summit Medical Group Oregon – BMC has increased payment processing and reduced claims denials, and, most importantly, it\'s producing cleaner charges.
Hundreds of billions of healthcare dollars are spent on unnecessary or overused tests, services, or medical procedures — as much as $765 billion a year, according to the National Academy of Medicine. One group analyzing spending in Washington state found that more than 600,000 patients had unnecessary treatments, and around 85 percent of lab tests performed on low-risk patients for routine surgeries were unnecessary. Wasteful medical procedures are bad for patients and bad for business. The problem? A single patient is often receiving treatment from several providers, which makes organizing an efficient treatment schedule difficult. Patients end up with duplicate or unnecessary orders that cost everyone time and money. Adjusting organizational workflow to reduce waste Handling administrative tasks manually is a huge resource drain for healthcare organizations. Scheduling, processing registration, and manually inputting orders takes a lot of time. In fact, 51 percent of a nurse’s workload is taken up by tasks that are not directly related to patient care. For doctors, that number is lower (16 percent) but still significant. Automating healthcare workflow is key to reducing the wasted hours, but any such automation must be able to integrate into the patient workflow without disruption. Automation can reduce the time spent manually entering information while increasing accuracy and eliminating redundant orders. CHRISTUS Health is one organization that had a cumbersome manual system that administrators decided to upgrade and automate by bringing in Experian Health. Before the automation, a CHRISTUS staffer would download accounts from its system in an Excel spreadsheet form three times a day, which sucked up three hours of employee time every day. In addition to the time drain, this method was susceptible to human error and technological failure, both of which extended the hours spent on this tedious task. So CHRISTUS Health implemented technology that automates up to 80 percent of preregistration workflow for work assignments and insurance verification. This automation reduced manual intervention by identifying and presenting only the patients who need follow-up by staff in order to be cleared prior to arrival. The process now allows staffers to access and work with accounts instantly rather than wait to download spreadsheets of scheduled appointments. The automated workflow that CHRISTUS Health implemented also automated the process of tracking orders by connecting them with clinics, labs, and other ancillary facilities. Now the organization can track medications that have been prescribed by others, what tests have already been ordered, and what results have been received. Through automation, CHRISTUS Health has been able to run medical necessity, check orders for insurance eligibility, review prior authorizations, and dramatically reduce phone calls to doctors and hospitals to verify information. Not only has this streamlined the process, but it has also eliminated many errors along the way. Making change count As healthcare organizations continue to expand, it\'s important to always look to the bottom line to ensure everything is running as efficiently as possible. Systems for scheduling, staffing, discharge, and transfer can be automated, which helps keep costs down and maximize staff time. CHRISTUS Health was able to increase its productivity by 60 percent with the moves the organization made toward automation. When CHRISTUS closed accounts manually, staffers processed around 40 accounts per day. With automation, that number jumped to an average of 120 accounts. Errors have been eliminated, and the three or more hours staffers used to spend downloading and emailing spreadsheets have been reallocated to more important work. All of this has been a huge benefit for the CHRISTUS team. Eliminating waste in healthcare organizations is a benefit to everyone: patients, providers, and organizations. Cutting down time spent on things that could be automated and increasing accuracy is a goal any healthcare organization can get behind.
As of January 1, 2019, thousands of hospitals in the U.S. are being required to post an online list of the cost of their services due to a new requirement by the Centers for Medicare & Medicaid Services (CMS). However, amid growing confusion about which fields are required or what format the list of standard services needs to be in, many health systems feel this new law will only create confusion among patients. One health system described the new requirements as, “It would be like walking into a car dealership looking at a new car, asking the salesman how much the car was going to cost and having them hand you the parts catalog. Obviously, when you have the parts catalog, you don\'t know what parts are in your car or which ones you\'re going to use or how much labor is going to go into making the car.\" While posting the list of prices is required by CMS, some health systems have invested in the needed technology to make it easy for patients to shop online for care. For example, in an interview with Modern Healthcare, El Camino Hospital explains they “launched a consumer self-service tool in May 2017, after about a year of development work with Experian Health. Since then, more than 3,000 people have visited the hospital\'s website, selected one or more of about 90 medical or surgical services they were interested in, entered their insurance information, and received an instant out-of-pocket cost estimate the hospital claims is 95% to 99% accurate.” Health systems like El Camino Hospital know that patients want to avoid costly surprises, and they should be able to understand their financial obligations upfront, including deductibles and copays. In fact, McKinsey research found nearly three-quarters of participants were worried about healthcare expenditures. Legislative help The new CMS requirement is only one of a few initiatives in the works from a legislative standpoint. In an effort to help patients, some members of Congress are trying to bring attention to the topic. A bipartisan group of U.S. senators in 2018 wrote a letter to healthcare stakeholders and experts requesting information in an effort to learn more about price transparency as they considered possible legislation on the matter. Also in the letter, the senators cited the lack of state laws and regulations requiring healthcare providers to make that information available to patients. More than 40 states were cited by the Catalyst for Payment Reform and the Health Care Incentives Improvement Initiative in 2016 because they were deficient in healthcare transparency legislation. And that same report found that some patients were paying thousands of dollars more than others for the same procedures, depending which healthcare provider they used. Alleviating patient stress Transparency in billing creates more satisfied patients because they know how much they will be paying for services, which makes it easier for them to budget. Going to the hospital is usually a stressful time for patients and their families. An easy way for healthcare providers to alleviate that stress is to help patients understand their costs upfront Most healthcare organizations already have the basic data they need to use automated technology to construct estimates for basic services, including claims data, real-time eligibility and benefits information, payer contracts and charge description master (CDM) information. Experian Health has the technology to help healthcare organizations convert this information into patient costs through Patient Estimates. This kind of transparency provides several benefits to both providers and patients. Online estimates published on healthcare provider websites give patients access to the information any time, including late at night and on weekends. And these estimates can be obtained confidentially, so patients who may be uncomfortable asking about certain procedures can find that information on their own. And that helps them be more relaxed about making appointments and scheduling treatments because they have confidence they won\'t face billing surprises. This feel-better result of having prices at their fingertips has a clear benefit for the healthcare providers as well. Patients are able to plan and pay for services, decreasing unpaid balances for hospitals and other healthcare providers. Ability to budget for healthcare costs Patients who know what to expect can budget wisely and actively take charge of their healthcare bills. They go in with their eyes open, which leads to improved revenue cycle management. In the end, both the patient and the hospital get what they want. With Congress and state legislatures looking at transparency in healthcare, providers can expect to see more of these rules. Healthcare organizations can get ahead of them with software like Experian Health\'s Patient Estimates. Healthcare consumers don\'t like surprises in their billing. Price transparency gives them the information and peace of mind they need to secure healthcare services and be assured that they know what they will be paying for them. Learn more about how Experian Health can help you achieve price transparency for your patients.
The Vancouver Clinic was facing the same problems that all healthcare organizations grapple with: too many claims denials and too much bad debt. So, Paul Brown, the clinic\'s chief financial officer, turned to his background in manufacturing technology to see how his organization could find efficiencies. He used his experience and knowledge to inform his and the clinic\'s roadmap to implement change. The first step was looking at quality. In manufacturing, every step in the process is studied closely and tested to ensure absolute accuracy. Vancouver Clinic did the same. From a patient perspective, it wanted a seamless experience, including making appointments, reducing patient time at reception, ensuring labs were returned quickly, and making sure patients had quick access to any prescriptions they needed. Although the improvements Vancouver Clinic wanted to make originally were seen as a technology project, it quickly became evident that improving the process would also require training for staff and defining performance indicators. However, as technology played a key role, Paul reached out to Experian Health to implement some much-needed automation in the revenue cycle process. One big goal for the partnership was to improve revenue and collections, which is important as U.S. healthcare spending continues to skyrocket. Spending has reached $3.5 trillion, and Medicare bad debt adds up to more than $3.69 billion. Experts predict these numbers will continue to grow, and soon, the nation will spend close to 20 percent of the gross domestic product on healthcare alone. Vancouver Clinic was also grappling with these issues. It had higher-than-average claims denial rates, which cost the clinic $10.5 million each year. It also had higher-than-average bad debt of $3.5 million. The goal was to reduce that by 50 percent, and the numbers are going in the right direction. To get there, Vancouver Clinic took a multifaceted approach to implementing software solutions. One solution was Payer Alerts, which creates authorization updates that reduce errors and inconsistencies before claims are submitted. When they’re detected, the alert format is easy to read and understand so corrections can be made quickly. Other technology solutions included Eligibility, which simplifies the insurance verification process; Payment Safe®, which is an efficient and seamless way to process patient payments; and Claim Scrubber, which helps submit clean claims to payers and reduce claim denials. The results for Vancouver Clinic were quick and dramatic. Claims denial rates dropped more than 30 percent. The denial rate, which was around 14 percent, is now under nine percent. Vancouver Clinic also reduced bad debt through more efficient patient processing by ensuring the clinic has the right insurance and personal information on patients. By collaborating with Experian Health, Vancouver Clinic has turned things around and has already realized a reduction in claim denials and bad debts to save them $2.3 million. An additional benefit of implementing these software changes is the ability for patients to use the self-service portal for the clinic. It allows patients to get estimates for services, set up payment schedules, pay their bills, schedule appointments, and provide feedback to the health system. Giving patients the ability to take control of these tasks simplifies the process for everyone, reduces busywork for staff, and improves patient satisfaction. Another efficiency that was implemented for staff was revamping software work lists. By reducing the number of lists they had to manage, employees were able to streamline their work. In an effort to maintain and continue to improve efficiencies, several key performance indicators are monitored to ensure quality throughout every step of the process. In much the same way that manufacturing keeps an eye on each process along the way, Vancouver Clinic has sought to improve every detail to create a seamless experience for patients. Through its continued partnership with Experian Health, it is well on its way to getting there.
