Patient Experience

Patient engagement still has a long way to go, and hinges on patient access. According to the 2024 Experian State of Patient Access survey, just 28% of patients feel access has improved since the previous years. However, more than half (51%) feel it has remained static. Today's patients are tech-savvy and have access to more health information than ever before. They want to be more active in their care, from scheduling appointments to messaging providers directly with their questions and concerns. Experian Health data also reports that 60% of patients are looking for more digital and mobile options to better engage with providers. Around the same percentage say they'd consider switching providers in order to get the access they crave. In 2025, healthcare organizations must empower patients with the control they want and an overall positive patient experience. Providers that successfully give patients a voice and opportunities to play an active role in their care are more likely to retain patients, see better health outcomes and keep revenue cycles in check. Here's a closer look at how providers can increase patient engagement, why it matters and key strategies that deliver improved end-to-end patient experiences. What is patient engagement? Patient engagement is a proven strategy healthcare providers have relied on for decades to improve patient care, boost outcomes, increase retention and keep revenue cycles churning. This patient-centric care approach encourages patients to take an active role in all aspects of their treatment – from decision-making to self-management. When successfully implemented, patient engagement gives patients autonomy over their personal wellness journey and forms a trusted and often lasting partnership between patients and providers. Why is patient engagement critical for healthcare providers? Engaged patients are informed patients who stay on top of their overall health and wellness. They're also more likely to identify symptoms sooner, attend appointments, follow aftercare instructions and have better health outcomes. When patients are actively involved in their care, they have a more positive patient experience, which increases patient satisfaction, preventative care, retention and repeat visits. The healthcare landscape continues to evolve rapidly. Today's patients have more choices and access to care than ever before. Thanks to an onslaught of emerging digital providers and big-name retailers now offering healthcare services, patients can see a provider without leaving their homes, or pop in for a care visit while shopping for groceries. Patients want to see their doctor quickly and crave the convenience of user-friendly digital tools to book appointments, complete intake paperwork and keep tabs on their care. To meet growing patient needs and keep pace with industry shifts, healthcare providers must adopt the latest strategies and technologies and increase patient engagement, or risk losing patients (and revenue) to providers that deliver more tech-savvy and personalized experiences. Challenges in patient engagement Improved patient engagement is a top priority for both patients and healthcare organizations. However, the industry faces several key hurdles to elevating the patient experience. Lack of patient access The patient-provider relationship starts with prompt access to an appointment. Patients prioritize being able to see their providers quickly and often measure their entire patient experience on the ability to get on the schedule. Experian Health's State of Patient Access survey data shows that opinions on appointment access hinge on wait times. In fact, both patients who think patient access has improved and those who think access has worsened cite wait times as their reason. However, patients don't just want to be seen sooner; they want more self-service options to be in control of their appointments. Nine out of ten patients want to schedule appointments online or with a mobile device—anytime, anywhere. Nearly 90% of today's patients prefer to avoid tedious intake paperwork and would welcome a digital or paperless pre-registration experience. Outdated systems and technology Healthcare providers have been increasingly adopting new technology solutions, like online patient portals and telehealth, since COVID-19 kicked off major industry changes. However, the healthcare ecosystem is still heavily weighed down by complicated, outdated systems. For instance, nearly 60% of providers still use at least two different tools to gather the necessary patient information for claim submission. These manual (and often disjointed) processes can frustrate patients, burden staff, and affect all stages of the patient health journey and revenue cycle. Patients want easier access. Experian Health data reports that 60% of patients say they want more digital tools to manage their healthcare. Providers that want to improve the patient experience and stay relevant with patients must consider investing in user-friendly technology that meets the demands of today's tech-savvy patients. Staffing shortages expected to continue Unfortunately, one of the biggest challenges in the healthcare industry isn't showing signs of letting up any time soon. The American Hospital Association (AMA) reports that by 2028, the healthcare industry will experience a shortage of approximately 100,000 critical workers. With these expected shortages, already strained staff may struggle to keep up with administrative tasks that directly affect patient care. Without a solution to streamline tedious admin work, bottlenecks are likely to continue across scheduling, registration, insurance eligibility checks, claims processing, collections and follow-up communications. Strategies to increase patient engagement in healthcare The pandemic brought many advances to the healthcare industry, including virtual care and telehealth. However, today's patients want even more access. Digital tools that offer a seamless patient engagement experience, like patient portals, mobile registration and online scheduling, can help providers keep patients engaged and improve satisfaction. Healthcare organizations can benefit by adopting some of the following strategies to increase patient engagement and, ultimately, patient outcomes and revenue.  1. Implement patient self-service options Embracing user-friendly technology that opens the digital front door is critical to elevating the patient experience at every stage of the health journey. With the right technology solutions in place, healthcare providers can meet patients' growing demand for digital tools and improved access while easing administrative burdens on staff. It's no wonder nearly 80% of providers report planning to invest in patient access improvements soon. Automated patient intake solutions that kick off the registration process, like Experian Health's Registration Accelerator, engage patients early, right from their mobile devices. Patients have the flexibility to complete intake paperwork on their own time, while providers can verify patient details quickly, without tedious manual processes. Case study: How West Tennessee Healthcare simplified registration with Registration Accelerator. 2. Streamline patient and provider communication Communication is a key part of creating a positive patient experience. It starts with the first impression a provider makes during the initial contact – well before the patient even steps foot in the door. Online appointment booking options offer patients the 24/7 self-service scheduling they crave. Tools like Experian Health's patient scheduling software guides patients to the appropriate provider and appointment while keeping the provider in control of their calendar. Patients receive text reminders and can cancel or change their appointments as needed. Other self-service options, like online patient portals, make it easy for patients to have visibility into their care and communicate with providers directly. Patient outreach solutions can also close the gap between patient and provider communications, by enabling patients to conveniently self-schedule via SMS or IVR campaigns. Providers can also engage patients with automated, timely messages and meet patients where they are. On-demand webinar: See how IU Health increased one-call resolutions with Patient Schedule 3. Create personalized financial plans for patients With healthcare expenses on the rise, patients want to know how much care will cost before they receive treatment. More than 80% of patients say pre-service estimates help them prepare for medical expenses; however, more than half report needing their provider's help to understand what insurance covers. Providers can improve the patient experience by offering accurate, upfront estimates and clear paths for patients to meet financial responsibilities. Tools like Experian Health's Patient Payment Estimates generate estimates of what a patient will owe, incorporating real-time pricing information, benefits and discounts. Providers can further streamline the patient's financial experience by implementing tools that help patients check if they qualify for financial assistance, receive payment plans and securely pay bills. Patients can be further empowered when providers offer a way to quickly pay bills from a secure link over text or a web-based app. Read more: How to maximize patient collections with digital technology Improve patient engagement with technology Technology continues to transform all aspects of healthcare and patient engagement. From creating customized treatment plans to improving patient outcomes, these new technology innovations are rapidly changing the face of healthcare. Tools like artificial intelligence (AI) and automation now play a critical role in helping providers streamline all aspects of revenue cycle management, including insurance eligibility checks, claims processing and collections. When providers invest in a wide range of patient engagement solutions, they can deliver a strong patient experience, improve patient engagement, reduce administrative burdens on staff and improve the bottom line. Find out more about how Experian Health's patient engagement solutions help healthcare organizations improve the patient experience at every stage of the patient journey. Patient Engagement solutions Contact us

As margins tighten, traditional revenue cycle management strategies are on shaky ground. Many healthcare providers are turning to automation and AI to simplify payments, prevent revenue loss and protect profits. This article breaks down some of the most common revenue cycle management (RCM) challenges facing healthcare leaders and offers a practical checklist to optimize patient access, collections and claims management, while building a resilient and patient-centered revenue cycle. Common challenges in revenue cycle management Revenue cycle management is how healthcare organizations handle the financial side of patient care, from patient billing to claims management. Healthcare providers rely on RCM to ensure they are properly paid, so they can keep the lights on, pay their staff and deliver quality patient care. Are traditional RCM strategies still fit for purpose? Consider some of the current challenges: Patients are responsible for a larger share of costs due to high-deductible health plans. How can providers help them understand their financial obligations and make it easier to pay without hurting their experience? Minimizing claim denials is a daily focus, thanks to constantly changing policies and regulatory updates. How do revenue cycle teams keep up with payers? Staffing shortages remain on the agenda. How can providers ease pressure on staff to maintain productivity and morale? There's also the question of how to turn mountains of data into actionable insights. How do teams interpret it correctly to identify bottlenecks and opportunities for improvement? Automation and AI offer a way through. When implemented thoughtfully, these tools can speed up processes, reduce errors and clear operational roadblocks for a more resilient revenue cycle. The following revenue cycle management checklist includes some of the key questions to consider along the way. Checklist for improving revenue cycle management Automating patient access Can patients book appointments online? Does the online scheduler automate business rules to guide patients to the right provider? Are patient identities verified at registration and point of service? A healthy revenue cycle starts with efficient patient access. According to the State of Patient Access 2024, 60% of patients want more digital options for scheduling appointments, managing bills and communicating with providers. Providers who see improvements in patient access also credit automation, which speeds up intake and improves accuracy. A good first step is to replace paper-based processes with online self-scheduling and self-service registration. These tools make life easier for patients, boosting satisfaction, retention and engagement. Behind the scenes, Experian Health's new AI-powered tool, Patient Access Curator, helps providers get paid faster by verifying and updating patient information with a single click – accelerating registration and paving the way for faster reimbursement. Register now: Exact Sciences and Trinity Health will share how Patient Access Curator is redefining patient access in this upcoming webinar. Optimize patient collections with data and analytics Are patient estimates provided upfront? Are notice of care requirements being addressed? Are patients offered appropriate financial plans and easy ways to pay? With more financial responsibility resting on patients' shoulders, patient collections are under the spotlight. The State of Patient Access report shows that upfront estimates and clarity about coverage are top priorities for patients, because when they know what they owe, they're more likely to pay on time. Implementing tools to promote price transparency and easy payment methods should feature in any RCM checklist. With Coverage Discovery, healthcare organizations can run checks across the entire revenue cycle to find billable commercial and government coverage that may have been forgotten, to maximize the chance of reimbursement. Meanwhile, Patient Payment Estimates offers patients clear, accessible estimates of their financial responsibility before treatment, so that hose who need financial assistance can be directed automatically to payment plans and charity options. Case study: How UCHealth secured $62M+ in insurance payments with Coverage Discovery® Improve claims management to reduce denials Are high-impact accounts prioritized? Are remittances reconciled with payments received? Does claims management software generate real-time insights and reports? With 73% of healthcare leaders agreeing that denial increased in 2024, and 67% saying it takes longer to get reimbursed, claims management is a great use case for automation. ClaimSource®, ranked Best in KLAS in 2024 for claims management, automates the entire claims cycle in a single application. It integrates national and local payer edits with custom provider edits to verify that each claim is properly coded before submission. By focusing on high-priority accounts, providers can target resources in the most effective way to ensure a higher first-pass payment rate. A major advantage for ClaimSource users is access to AI Advantage™. This tool utilizes AI to “learn” from an organization's historical claims data and trends in payer behavior to predict the probability of denial. It also segments denials so staff can prioritize those that are most likely to be reimbursed, reducing the time and cost of manual appeals and rework. Case study: After using AI Advantage for just six months, Schneck Medical Center reduced denials by an average of 4.6% each month, and cut rework time from 12 to 15 minutes per correction to under 5 minutes. Benefits of implementing a revenue cycle management checklist The key to choosing the right RCM tools and technologies is to build the strategy around what patients need most. A clear, transparent and compassionate billing experience is more manageable for patients and helps providers get paid faster. An RCM checklist helps teams stay focused on the tasks that matter. Providers can build on the suggestions above by choosing the key performance indicators (KPIs) that align with their specific goals. Metrics like financial performance, billing efficiency and collections rates can be combined to guide resource allocation, drive improvements and speed up reimbursement. With a well-designed checklist informed by clear KPIs, revenue cycle leaders can keep their teams on track and take their organizations from “surviving” to “thriving.” Learn more about how Experian Health's revenue cycle management tools can help healthcare providers meet current challenges, improve the patient experience and increase cash flow. Learn more Contact us

Self-service patient access is a growing trend that's here to stay. Tech-savvy patients want to see their doctor faster and don't want to jump through complicated hoops to schedule an appointment, complete their registration paperwork or pay their medical bills. Opening the digital front door must be a priority for providers who want to keep pace with evolving patient expectations. That's why 79% of providers plan to invest in patient access improvements soon, according to Experian Health’s 2024 State of Patient Access survey data. This article takes a closer look at what patient self-service means and why it should be a top consideration for today's revenue cycle leaders. What is patient self-service? Patient self-service is a collection of digital tools that offer patients more access at every step of the patient journey. Building on innovations that gained momentum during the pandemic, like telehealth and virtual care, today's tech-driven patient self-service experiences offer a seamless patient engagement experience, from scheduling to collections. Patients use self-service tools to easily connect with providers online and manage administrative tasks 24/7. Common patient self-service tools include patient portals, online scheduling and mobile registration. Self-service solutions also include robust financial tools that help patients check eligibility, complete their insurance information, get accurate estimates, apply for charity care and set up payment plans. Why should providers prioritize patient self-service? Providers that prioritize self-service tools to give patients more access gain a competitive edge in today's challenging healthcare landscape. Clunky manual processes and outdated systems frustrate patients and burden staff, often resulting in scheduling gaps, claims delays, increased denials and other revenue cycle disruptions. In today's fast-moving digital world, patients want it to be as easy to book a medical appointment as it is to order takeout from an app. However, according to Experian Health data, just 28% of patients feel access improved in 2023, while more than half (51%) said patient access remained fairly static since the previous year. The data also shows that 60% of patients are looking for more digital and mobile options, with roughly the same percentage saying they'd consider switching providers to get the access they crave. Providers seeking to boost patient satisfaction and shore up a sustainable revenue cycle must invest in a digital front door that includes the self-service tools patients demand across the patient journey—from patient intake to collections. Healthcare organizations that prioritize implementing these self-service solutions free up overburdened staff from tedious, time-consuming administrative tasks, keep provider schedules full, reduce claim denials and increase revenue. Current challenges in patient access The healthcare industry continues to face ongoing challenges that affect patient access. Some of the top obstacles include: Outdated systems and processes The healthcare landscape is riddled with complex, disconnected and often archaic administrative systems. In fact, around 25% of patients say they delay care due to administrative obstacles, and 85% are tired of filling out paperwork after providing the information elsewhere. Today's patients desire frictionless, digital solutions that make it easy to schedule an appointment, submit personal information, understand the cost of care and make secure medical bill payments. Ongoing staffing shortages According to the American Hospital Association (AMA), staffing shortages aren't expected to let up anytime soon. By 2028, the healthcare industry will face a shortage of around 100,000 critical workers. Ongoing staff shortages put increased pressure on a strained healthcare system to keep up with patient care and administrative tasks. Difficulties keeping up with rising healthcare costs Healthcare affordability continues to decline, with around 50% of Americans reporting that paying medical bills is a struggle. Understanding how much insurance covers is also an obstacle, with more than half of patients reporting they need their provider's help to understand how much insurance pays. Growing patient volumes Short-staffed healthcare organizations are treating more patients than ever before. AMA data reports that providers saw more patients in 2024, compared to 2019. However, this growing demand for healthcare isn't the only issue burdening overtaxed healthcare organizations. Today's patients are also sicker and have more complex care needs than they did five years ago. Benefits of patient self-service solutions Self-service solutions offer many benefits to both patients and providers across the entire revenue cycle. Here's a closer look at three ways patient self-service solutions improve patient access. Boosts patient volume It's clear the demand for digital tools is a trend that's here to stay. Patients want more access and are prepared to switch providers to get it. Providers that adopt self-service technology are more likely to retain existing patients and make positive first impressions with new patients. In today's highly competitive healthcare landscape, frictionless patient engagement experiences for scheduling, registration, estimates and payments are key to patient satisfaction. Patient self-service tools, like mobile registration, let patients complete registration forms at their earliest convenience. Automated patient intake solutions, such as Experian Health's Registration Accelerator, help providers save time and verify important patient details quickly. Patients can begin registration with one click, with a text-to-mobile experience, which improves booking rates and reduces administrative burdens. Conserves valuable staff time When staff are overworked, patient access and care often suffer. Self-service tools empower patients to handle numerous administrative tasks, like scheduling and bill payments, with little to no staff help needed. Patients get the 24/7 access they crave, and staff spend less time on patient communication, training and other manual tasks. Self-service tools like Patient Schedule automate scheduling workflows while integrating seamlessly with provider appointment criteria and calendars. Patients can make, change or cancel appointments online, with no login required. Reminders for appointments are sent to patients automatically via text or interactive voice response (IVR), allowing busy administrative staff to spend less time on the phone. Other tools like Experian Health’s Self-Service Patient Financial Clearance solution allows patients to upload forms and complete eligibility checks on their mobile devices, without having to reach out to their providers. Improves financial transparency and boosts revenue Patients want to know how much care will cost before seeing their provider. Healthcare organizations that offer accurate, real-time estimates are more likely to have patients who are better prepared to cover their medical bills. In fact, 80% of patients say understanding their financial responsibility helps them better prepare to cover the bill, according to Experian Health data. Self-service solutions that allow patients to access transparent pricing and billing options, like Experian Health's Patient Payment Estimates, help patients make a plan to pay. Patients get real-time estimates through an easy-access text link or the web-based app. Digital payment solutions, like PatientSimple®, ease cost concerns by allowing patients to apply for charity, make secure payments, set up flexible payment plans and more. See it in action: improving patient access with digital solutions How IU Health used patient scheduling tools to boost patient satisfaction and improve operational efficiency even as patient volumes increased. How Banner Medical Group uses Patient Estimates to boost patient satisfaction and meet compliance requirements. How West Tennessee Healthcare modernized patient intake with automation. Give patients the control they crave with self-service Digital solutions that put patients in the driver's seat are a win-win for patients and providers. With self-service tools, patients are empowered to manage key aspects of the patient experience across the entire patient journey. They're more likely to get the care they need, show up for appointments, be prepared to cover the cost and even benefit from better patient outcomes, according to data from a 2024 HIMSS study. Providers see reduced no-show rates, spend less time on manual tasks and experience more financial stability. Find out more about how Experian Health's patient engagement solutions help healthcare organizations improve the patient experience at every stage of the patient journey. Learn more Contact us

Nearly 46% of patients say being able to manage their health online is their top priority in accessing care, according to Experian Health's State of Patient Access 2024 survey (SOPA). However, the availability of a “digital front door” in healthcare – with online scheduling, mobile registration, and frictionless payments – is not yet meeting demand. Many patients still face convoluted booking systems and stacks of repetitive paperwork. Meanwhile, consumer-friendly tech and retail giants are edging into healthcare. As disruptors set new standards for simple and convenient care, traditional providers are under pressure to open their digital front door to remain competitive. Many are already investing in AI and automation to simplify workflows, cut costs, and upgrade the patient experience. Could 2025 be the tipping point for healthcare's digital transformation? A digital front door strategy could help more providers boost patient engagement, simplify the patient experience and increase profitability. What is a digital front door? The digital front door is more than a well-designed website. It's a single point of access that gives patients convenience, choice and control at every touchpoint in their healthcare journey. It promises patients faster appointments, fewer headaches and more coordinated care. From their mobile device or computer, they can log in to schedule visits, sign intake forms, update insurance details, see costs upfront and even settle their bills. It's secure, easy to use and lets patients handle tasks on their own time. On the back end, patient-facing digital tools can integrate into the provider's existing systems to improve workflows, reduce manual tasks and generate analytics to simplify care. What are the key benefits of implementing a digital front door? Patient satisfaction: According to SOPA, 60% of patients want more digital and mobile options for communicating with their provider, scheduling appointments and managing payments. Fewer no-shows: Patients are less likely to cancel or no-show when they can schedule and manage appointments that work for their time and needs. Frees up resources: Automating repetitive administrative activities means staff can focus on higher-value activities. Fewer errors: Manual processes are rife with data entry errors that increase the risk of denied medical claims and add time on the back end to resolve. Digital patient intake saves time and money by reducing opportunities for human error. Essential features of an effective digital front door What are some of the digital must-haves to simplify access to care? The checklist might include: Online appointment scheduling, to make it easy to book, reschedule, or cancel appointments Digital tools to complete pre-visit paperwork – even better if these automatically prepopulate patient info to save them time and reduce errors Transparent pricing, with tailored information delivered directly to the patient A choice of payment methods, including familiar digital options so patients can pay quickly Access to a patient portal or central hub for managing appointments, medical records and prescriptions Mobile-friendly interfaces and simple designs, so patients can see key data at a glance, from any device, without needing to be tech-literate Secure and compliant communications to protect patient data and privacy. Where to start with a patient-centric digital front door Three specific tools that would check off the above include the following: 1. Multi-channel patient scheduling What matters most to patients is being able to see their doctor quickly. Online appointment booking gives them the 24/7 self-service scheduling options they expect. It delivers quantifiable gains for providers too. For IU Health, automating patient scheduling has been shown to do the work of two full-time schedulers, with more than 35,000 appointments booked with self-scheduling. Experian Health's patient scheduling software guides patients to the appropriate provider and appointment while keeping the provider in control of their calendar. It integrates with a provider's website, call center, and physical office so patients can book their next appointment, even outside of office hours. On-demand webinar: See how IU Health increased one-call resolutions with Patient Schedule 2. Registration Accelerator 49% of providers say that a primary cause of denied medical claims can be traced back to errors in patient registration, forcing health systems to divert revenue to remediate claims that could have been avoided. An automated, data-driven patient registration process improves accuracy, making costly errors less likely. With Registration Accelerator, patients get a text when it's time to register, instead of completing forms in the waiting room. There's no need to download an app or create a user profile: they scan the data from their identity and insurance cards, and Registration Accelerator takes care of the rest. Anthony Myers, Director of Admitting and Registration at West Tennessee Healthcare, says that replacing clipboards with clicks also makes for a much better patient experience: “With our paper-based systems, it seemed like West Tennessee was stuck in the 1990s. We knew our patients expected a more modern experience. We wanted to meet them where they are, rather than forcing them to come to the registration desk. Our goal was to make pre-service registration easier and smoother for patients and staff.” Case study: How West Tennessee Healthcare simplified registration with Registration Accelerator. 3. Patient Financial Advisor The SOPA report shows that almost seven in ten providers believe their patients postpone care at least occasionally because they don't understand the cost of care. Eight in ten patients agree that accurate estimates help them prepare to pay. While price transparency is improving, too many patients still find themselves with bills that are higher than expected. Patient Financial Advisor delivers a pre-service estimate of the patient's financial responsibility based on real-time benefit information directly to their mobile device. It takes account of current provider pricing, payer contracted rates, and any relevant discounts or payment plans for greater accuracy. A secure payment link allows patients to settle their bills quickly and conveniently, at any time. Read more: How to maximize patient collections with digital technology Choosing the right partner for digital transformation Implementing a successful digital front door strategy comes down to one key factor: keeping it laser-focused on the patient. When choosing a vendor, providers should ask how the platform will make life easier for patients. Will it encourage proactive engagement? Is it easy to navigate and demonstrably secure? And on the back end, will it integrate smoothly with the provider's existing systems and workflows – and even improve them? The right partner will bring specialized expertise for a digital transformation, with the capabilities to meet both patients' and providers' needs. Find out how Experian Health's Patient Access solutions help healthcare providers open their digital front door to simplify patient care across the entire revenue cycle. Learn more Contact us

Medical excellence is a given when it comes to improving the patient experience, but what about the non-clinical side of care? Long waits, confusing processes and financial uncertainty can overshadow even the best medical treatment. As many as one in four patients delay care because of hidden administrative obstacles. As providers look to improve the patient experience in 2025, tackling these frustrations is top of mind. How easy is it for the patient to schedule their appointment? How quickly can they complete registration? Do they understand their insurance coverage, and do they have the right support to manage and pay their bills? Clear and straightforward patient access processes give patients support, convenience and control, and allow providers to focus on delivering care. This article looks at the challenges and opportunities that may affect patient access over the next year and highlights three ways to use digital tools to improve the patient experience. The patient experience in 2025: a rollercoaster of risks and opportunities Over the next year, patients' shifting needs and attitudes will change how they access care. Informed, tech-savvy patients armed with wearables and health-tracking apps want streamlined access and contact with their providers, and expect efficiency and personalization when they do seek care. At the same time, an aging population and increasing numbers of people with multiple chronic conditions drive demand for more complex and ongoing support. On the provider side, challenges like staffing shortages and remote work demands will continue to strain patient access teams. Payers' rapid adoption of artificial intelligence (AI) will continue to widen the denials gap. Rising costs will persist. Amidst this uncertainty, the forthcoming change of government may bring additional regulatory and legislative changes, so providers must be ready to adapt. Opening the digital front door is a way to elevate the patient experience to meet changing consumer expectations, while simplifying and streamlining processes so they can respond to whatever's in store. How can digital tools help improve the patient experience? Digital tools take the patient journey from a series of disjointed encounters to a coordinated and personalized experience. Building on innovations that gained momentum during COVID-19, like telehealth and virtual care, these tools keep patients and providers connected throughout the care process. By tailoring experiences to individual needs in real time, digital tools integrate into daily life and meet the rising demand for convenient, tech-driven options. Three ways to improve the patient experience Experian Health's latest State of Patient Access survey offers some pointers as to what providers should prioritize: 1. Expedite scheduling so patients can see their practitioner quickly Patients measure the patient experience by how quickly they can see their doctor. In the State of Patient Access survey, both those who think patient access has improved and those who think it has worsened give this as their reason. As patients' top priority, efficient scheduling is an obvious focus for providers who want to improve the patient experience. Online scheduling, mobile registration and self-service portals can simplify how patients book and check in for appointments. Patient Schedule lets patients book appointments anytime they like without needing to call. It only offers specific types of appointments with the right provider and makes it easy to cancel and reschedule, so no-shows are less likely. This also increases providers' capacity, giving patients more options so they can see their doctor sooner. Mobile registration complements digital scheduling by allowing patients to complete registration forms anytime, anywhere. Automated registration prefills information held on file to minimize paperwork, which is good news for the 85% of patients who do not want to fill out paperwork if they've already provided the information. Reducing manual errors also reduces delays so that patients can get on with their visit. 2. Help patients understand their insurance coverage and bills Patients and providers both cite financial challenges among their top priorities for improving patient access. More than eight in ten patients say pre-service price estimates help them prepare for the cost of care, while more than half say they need their provider's help to understand what their insurance covers. Providers should consider digital tools that support transparent pricing and billing to improve patients' financial experiences. Experian Health's Patient Payment Estimates generates accurate, upfront estimates of what a patient will owe, incorporating real-time pricing information, benefits and discounts. Estimates and secure payment links can be sent to patients via text or through the web-based app for a convenient and user-friendly payment experience. Additional tools can help patients find missing coverage and identify suitable payment plans, empowering patients and accelerating collections for providers. 3. Explore how automation and AI can support a better patient experience The growing use of AI will continue to reshape all aspects of care. By processing vast amounts of information at an unprecedented rate, AI presents exciting opportunities in patient access: keeping patients informed, generating performance insights and reducing the errors, delays and bottlenecks that come with manual processes. One of the highest-ranking challenges for providers in the State of Patient Access survey was the difficulty of managing multiple solutions to run patient eligibility and coverage checks. Patient Access Curator uses AI to address this with a single-click solution that captures all patient data at registration. It checks and verifies eligibility, Medicare Beneficiary Identifiers, coordination of benefits and demographics, delivering results in just 30 seconds. This prevents denials on the front end and takes the pain out of registration and scheduling for patients. Read the blog: How Patient Access Curator uses real-time, automated discovery to prevent denials and improve patient access Put patients in the driver's seat in 2025 As competition intensifies with new providers and disruptive technologies entering the market, patient satisfaction will no longer be optional — it will define success in 2025. Investing in digital patient access tools gives patients the autonomy, choice and convenience they crave as modern digital consumers. Simplifying and streamlining access will not only help meet and exceed patient expectations, but will help providers future-proof their operations and build a sustainable revenue cycle for the years ahead. Find out more about how Experian Health's patient engagement solutions will help providers improve the patient experience in 2025. Patient Engagement solutions Contact us

The growing shift from inpatient to outpatient care continues. The U.S. ambulatory services market was estimated at USD 289.5 billion in 2023 and is projected to grow at a CAGR of 5.38% from 2024 to 2030. A Deloitte study notes that the gap between inpatient and outpatient revenue has been closing for two decades. But what's driving this boom? Clinical advances, patient demand for lower-risk and lower-cost options and payer pressure all play a role. New technologies, like advances in orthopedics, allow more procedures to be performed at outpatient service centers instead of costly hospital settings. Free-standing ambulatory surgery sites are expected to see a 14% volume boost over the next decade as more service lines, like cardiovascular and neurosciences, begin to shift procedures from inpatient to outpatient facilities. The ongoing growth in outpatient services presents a unique opportunity for revenue cycle leaders to use technology to improve outpatient revenue—and the overall patient experience. Grow outpatient revenue with more digital care Patients want a better experience at every step of the patient journey. They want to see their doctor faster, manage appointments online and understand how much it costs—with as little red tape as possible. A lack of streamlined patient access and transparency often results in no-shows, a rise in claims denials, wasted staff time and patient complaints. However, by opening the digital front door, providers can give patients the self-service tools they crave, improve the care experience, keep outpatient schedules full and increase revenue. Additionally, providers can use technology like artificial intelligence (AI) to lower claim denial rates. Here are five strategies to increase outpatient revenue in 2025. 1. Make patient access simple Patients want to see their doctor faster. In Experian Health's latest State of Patient Access survey, eight in ten patients who reported being unhappy with their provider experience cited waiting for an appointment as a top complaint. When trying to schedule, patients are also frustrated by the friction that comes with complex processes, clunky technology systems and sparse provider communication. Outdated manual workflows, staffing shortages and lack of staff training often result in challenges for both patients and providers. Improved patient access is at the heart of patient-centered healthcare. Technology designed to put the patient in control, like online patient scheduling and digital patient intake tools, offer continuous patient engagement, optimized scheduling, and streamlined administrative processes. By leveraging modern patient access solutions, providers can improve patient experiences and alleviate the impact of staffing shortages. 2. Reduce appointment no-shows Missed appointments cause headaches for patients, providers, and revenue cycle managers. Online scheduling and mobile registration are also top of mind for patients. In Experian Health's State of Patient Access 2024 survey, 89% of patients said they wanted self-service scheduling and 85% reported a dislike for filling out repetitive intake paperwork. Online patient scheduling software puts patients in the driver's seat, providing convenient and secure 24/7 access to book, reschedule, and cancel appointments on their own time. Solutions like Patient Schedule sync seamlessly to an organization's scheduling rules, and patients receive automated appointment reminders by text or IVR. On average, providers that use Experian Health's scheduling solution experience an 89% show rate, a 50% reduction in scheduling time, and a 32% increase in patients per month. Patient intake tools like Registration Accelerator simplify mobile registration with a streamlined text-to-mobile experience. Once registration is complete, automated returns of forms, patient-check-ins and demographic information ease the burden on staff. 3. Help patients prepare for outpatient costs Patients need a clear breakdown of their financial responsibility before receiving care. Without it, they may be unable to prepare for care costs appropriately. While hospitals are now required to share detailed pricing for at least 300 common procedures, confusion around a patient's actual financial responsibility still persists. More than half of patients report turning to their provider for help understanding what insurance covers. Digital solutions that provide accurate, upfront estimates empower patients. More than eight in ten patients say pre-service estimates help them prepare for the cost of care. Patient Payment Estimates provide upfront, real-time estimates of what a patient will owe. Providers can offer convenient and secure payment links, and allow patients to pay their bills online or see customized payment plans. Outpatient providers can further maximize the chance of reimbursement by running health insurance coverage checks across the entire revenue cycle. This can help find billable coverage that may have been forgotten and give patients greater certainty about what they'll owe. 4. Automate healthcare collections Collections are often a major challenge in the outpatient revenue cycle. Outpatient procedures can be costly, even with insurance, leaving patients responsible for potentially large bills. Automating healthcare collections allows for faster, more efficient, and more compassionate collections. Tools like Collections Optimization Manager helped Novant Health achieve an overall recovery rate of 6.5% and increase revenue and cost savings to a rolling average return on investment of 8.5:1. With automated tools like Patient Financial Clearance, providers can assess patients' ability to pay and assign them to an appropriate financial pathway. This allows patients to quickly get the assistance they need while freeing up valuable staff time. 5. Streamline claims to increase outpatient revenue Denied claims continue to be problematic for providers. In Experian Health's State of Claims 2024 report, which surveyed 210 healthcare revenue cycle leaders, nearly three-quarters of providers feel claims denials are increasing, while 67% feel getting paid is taking longer. Claims management software can help end the cycle of denials. However, around half of providers still use a manual claims review process, and only 28% feel confident in their understanding of automation, machine learning and AI. Adopting automated and integrated healthcare claims management solutions can reduce errors, prevent undercharges, and ensure a higher first-pass payment rate. Tools like Experian Health's ClaimsSource® simplify the entire claims process, while Claim Scrubber helps providers submit more accurate claims. Digital solutions can also automate claim status monitoring and eliminate manual denial processes. Implementing AI tools to interpret past claims data and recommend next steps can improve outpatient claim denial statistics. Tools like AI AdvantageTM look at past payer behavior and historical claims data to predict and prevent denials. AI Advantage's two components, Predict Denials and Denial Triage, help providers respond to growing denial challenges by identifying claims with a high likelihood of denial before submission, and focus on remits that have the most impact. See how: Find out more about how Experian Health's revenue cycle management solutions can help healthcare organizations increase outpatient revenue, keep pace with growing patient volumes, improve patient satisfaction and boost their bottom lines. Learn more Contact us

Lines at the desk, phones ringing off the hook and a stack of insurance questions waiting to be resolved — this is the daily reality for many patient access teams. Today's patients find these "front door" bottlenecks in healthcare particularly frustrating, especially since they can envision how much smoother the process could be with the digital apps and tools they rely on in other areas of their lives. Despite improvements in patient access, Experian Health's latest State of Patient Access survey suggests that the digital front door in healthcare is still only partially open. Drawing on these survey findings, this article examines how opening the digital front door in healthcare can address common pain points in patient access, improve operational efficiency and better meet the needs of modern healthcare consumers. What is the digital front door in healthcare? Scheduling a doctor's appointment should be as easy as using a food delivery or ride-sharing app. That's the idea behind the digital front door in healthcare. Giving patients secure digital options to book, register and pay for care puts control in their hands so they can manage their care anywhere, anytime. It's part of a larger digital transformation in healthcare, making it easier for patients to connect with services quickly and conveniently. At the same time, it improves efficiency and profitability for providers. From websites and portals to mobile apps, this approach creates a friendly, accessible entry point that focuses on what patients need: simplicity, convenience, and transparency in their healthcare journey. Top pain points in the healthcare digital experience While previous State of Patient Access reports exposed frustrations with patient access, the 2024 survey shows a glimmer of hope. Self-scheduling options are on the rise and telehealth is reducing friction. Patients and providers agree that access is getting better and credit digital tools for many of the improvements. That said, challenges remain. Top 3 pain points for patients Seeing their doctor quickly (27%) Understanding how much their care will cost (17%) Trying to schedule appointments (14%) Top 3 pain points for providers Maintaining staffing levels (45% vs. 55% in 2022) Efficient and timely management of prior authorizations (39%) Improving speed and accuracy of resolving patient information prior to claims submission (31%) When it comes to future priorities, patients and providers agree that accurate pre-service price estimates and clarity around insurance coverage are the top two. Providers believe they're getting better at providing accurate estimates, and while 74% of patients say they did receive accurate estimates, this is down from 78% the previous year. It's a good reminder that the digital front door isn't just about online scheduling: using digital tools to help patients understand and prepare for their bills is a key component. Patients and doctors want more — not fewer digital services The 2024 report reaffirms previous findings that patients want more digital options for managing their healthcare: six in ten say this is important. And among providers, it's clear that digital front door technology is seen as a critical driver of improvement in patient access. Here are just a few ways providers say they're using digital tools to reduce friction: Expanding telehealth services Introducing digital/mobile patient communications Launching patient portal services Enabling online and mobile payment tools Implementing digital self-service registration and online/mobile self-scheduling Mitigating staffing shortages is a major benefit. Staffing issues have lessened since the peak of the pandemic, but remain an obstacle to effective scheduling and registration for 72% of providers. Automation and self-service patient access tools help alleviate these pressures. How digital solutions improve patient access and satisfaction “These digital tools make healthcare more accessible by eliminating barriers and simplifying patient-provider interactions,” says Alex Harwitz, VP, Digital Front Door, at Experian Health. “Automation can take care of repetitive tasks that take up staff time, so staff can focus on helping patients directly. Real-time scheduling, accurate cost estimates and streamlined mobile options meet patients where they are and give them the control and flexibility they want.” Bottlenecks, wait times and costly errors go down, while patient satisfaction is higher. 3 solutions to improve the digital front door Harwitz suggests three ways to use the digital front door to eliminate friction in the patient journey: 1. Simplify patient scheduling Patients' litmus test for patient access is how quickly they can see their doctor. To help patients quickly find and book the earliest available appointment, healthcare organizations turn to Experian Health's Patient Schedule software. This 24/7 digital scheduling platform guides patients to the right appointment and provider in line with scheduling and business rules. Patients can easily cancel and reschedule if necessary, and no log-in is required, so new patients can get started instantly. Automation optimizes scheduling capacity, so no appointment slots are wasted, improving call center efficiency. There's also the option to incorporate automated text, interactive voice response and email reminders so patients don't forget their appointments, which will increase completion rates and reduce gaps in care. 2. Speed up registration times Patients don't want to sit in waiting rooms and fill out manual paperwork, and healthcare staff have limited bandwidth to handle high patient volumes. Tools like Registration Accelerator can streamline the registration process, by reducing manual efforts and paperwork for patients and staff. This patient intake solution sends an automated link that allows patients to register anywhere, and at any time. Patient Access Curator uses AI-powered data capture technology to collect and verify patient information at registration, reducing the need for manual input. In a single click, the tool runs simultaneous inquiries to capture: Eligibility verification Coordination of benefits Medicare Beneficiary Identifiers Coverage discovery and patient financial status Patient demographics Not only does this accelerate the registration process for patients, but it also gathers clean, accurate data for downstream claim submissions. This technology has prevented over $1 billion in denials since 2020. Watch the webinar: How Patient Access Curator is transforming claims management from the front end of the revenue cycle. 3. Provide more accurate estimates With 96% of patients looking to their provider to help them understand their insurance coverage, the demand for better financial communications is clear. More than 80% of patients say accurate upfront estimates help them plan for costs. If they feel they can't afford to pay, 43% say they would consider postponing or canceling care. Lack of clarity is a health risk as much as a financial one. Experian Health created Patient Financial Advisor and Patient Estimates to help providers improve price transparency. Healthcare providers can use these tools to generate precise cost estimates based on real-time pricing information and offer convenient online payment options to expedite collections. Patients can get a personal estimate, customized payment plan and submit a payment in a few clicks. This addresses patient concerns about affordability and transparency, while ensuring providers remain compliant. See it in action: the digital front door in the real world How IU Health used guided scheduling to boost patient satisfaction and improve operational efficiency even as patient volumes increased. How Banner Medical Group uses Patient Estimates to boost patient satisfaction and meet compliance requirements. How West Tennessee Healthcare modernized patient intake with automation. The evolving digital front door in healthcare The digital front door in healthcare isn't just a single entry point — it's a constantly evolving way to connect with patients, bridging digital and real-life interactions. By tackling common challenges like outdated booking systems, unclear financial statements, lengthy waits and limited payment options, healthcare organizations can create a smooth, patient-friendly experience that boosts satisfaction, builds trust and improves results for everyone involved. Learn more about how Experian Health's digital front door solutions tackle the most common pain points in patient access and deliver convenience, clarity and control. Learn more Contact us

As more Americans feel the squeeze on their household budgets, paying for healthcare is a growing concern. A 2024 survey by Pew Research Center found that the number of Americans who rate their personal finances positively has dropped from 50% to 40% over the last three years, with nearly 60% of Americans now saying their financial situation is "fair" or "poor." A West Health-Gallup poll revealed that 35% of US adults would struggle to afford care, with some cutting back on essentials like utilities or food to pay for medical expenses. To address and mitigate these financial pressures, healthcare providers must take proactive steps to support patients and avoid a shortfall in collections. Patient payment plans can help patients manage costs without delaying or skipping necessary care. Providers that go the extra mile to improve the patient experience will boost patient attraction and retention rates, reduce collection costs and support the financial health of their patients and their organizations. The growing importance of healthcare payment plans Cost concerns often influence patients' perceptions of their providers. In Experian Health's State of Patient Access 2024 survey, 54% of patients who thought patient access had deteriorated over the previous twelve months said it was because they were less able to afford care. On the flip side, 32% of those who thought patient access was better said it was because payment plans made care more manageable. Healthcare payment plans allow patients to spread out the cost of their medical expenses into smaller, more manageable chunks, instead of paying the full amount at once. Previous research by Experian Health and PYMNTS confirms that patients welcome the flexibility, convenience and reassurance that this offers. This is particularly true of patients who would struggle to pay an unexpected bill: up to a fifth of these patients would switch providers based on the payment experience alone. The clear message for providers is that patients who struggle to pay bills—especially unexpected bills—are more likely to need healthcare payment plans and to seek out a provider that offers them. How flexible patient payment plans improve satisfaction By letting patients pay at a pace that works for them and their budget, payment plans reduce stress and create a more supportive and compassionate financial experience. When patients know they have options, they're more likely to stay on track with payments and feel more satisfied with their overall care. A major advantage is that these plans can be tailored to each patient's unique situation. For example, with PatientSimple®, patients can use a self-service portal to generate pricing estimates and explore suitable payment plans to make a more informed decision about how they'll pay for care. They can break down bills into smaller and more affordable payments, rather than facing the daunting prospect of a single large bill. Using Experian Health's unmatched data and advanced analytics, PatientSimple offers a richer understanding of each patient's propensity to pay, helping providers make better decisions about the optimal financial pathway for each patient. Patients can access their bills and statements online at any time. This is more convenient for them and frees up staff to give more attention to patients with more complex circumstances. Key benefits of healthcare payment plans for patients and providers Improving the patient experience with healthcare payment plans also translates into financial and operational benefits for providers. Helping patients navigate their financial responsibilities more easily — especially through automation and software-based tools — increases cash flow, reduces admin burdens and boosts overall efficiency. Here are a few examples of how payment plans and other financial tools can benefit patients and providers: 1. Patient Financial Clearance automatically screens patients to determine eligibility for Medicaid or other financial assistance programs. Calculating the optimal payment plan based on the patient's ability to pay gives patients more affordable options and providers more predictable revenue streams. Increasing access to financial assistance also increases access to care, as patients are more likely to follow care plans, leading to better health outcomes. Case study: How UCHealth wrote off $26 million in charity care with Patient Financial Clearance 2. Patient Financial Advisor and Patient Estimates give patients a pre-service, personalized breakdown of what their bill is likely to be, using accurate chargemaster data, payer rates and real-time benefits information. This upfront clarity makes it easier for patients to plan for payments, while providers benefit from fewer payment defaults and improved patient trust. And with fewer bills ending up in accounts receivable, providers can reduce the manual effort needed to manage outstanding balances. 3. Helping patients reduce out-of-pocket expenses is another way to achieve a better financial experience, boosting loyalty and retention. Coverage Discovery® finds any forgotten or overlooked commercial and government coverage, so no costs that should be covered elsewhere fall to the patient. The tool scans for potential coverage from pre-service through the entire accounts receivable file, and automates self-pay scrubbing to detect discrepancies that can be quickly corrected. Accounts that were previously destined for collections, charity or bad debt are instead submitted for payment. Case study: How Luminis Health found $240k in billable coverage each month with Coverage Discovery 4. Finally, removing friction from the payment process will always be a win with patients and providers. Consumers increasingly rely on mobile and contactless payment tools, so it makes sense to offer similar options in healthcare. PaymentSafe® allows providers to collect any payment securely and quickly. Patients can pay anytime and anywhere, while providers benefit from faster, more reliable revenue collection. Maximizing patient experience with effective healthcare payment plans Payment plans aren't just a financial lifeline for patients. They can make or break the whole patient experience. Alex Harwitz, VP of Product, Digital Front Door, at Experian Health, explains the importance of healthcare payment plans and why offering flexible payment options is at the heart of improving the patient experience: “Our most recent State of Patient Access report confirms that many consumers are concerned about how they'll handle their healthcare bills. Having a plan to make costs more manageable can immediately alleviate some of that stress. Providers have an opportunity to step up and help them figure out the best financial pathway.” He says, “At Experian Health, we use data and automated technology to help providers identify patients who need extra assistance and direct them toward appropriate support. Providers that don't offer payment plans, estimates and other financial solutions will struggle to attract and retain patients who can't pay upfront and risk more patient accounts being written off as bad debt.” Paying bills will never be an enjoyable part of the patient journey, but clear and compassionate healthcare payment plans make it easier. With the right technology, providers can simplify and accelerate the collections process, foster patient trust, and most importantly, allow patients to focus on their health instead of their bills. Prescribe the right financial pathway for your patients with Experian Health's industry-leading patient collections technology. Learn more Contact us

According to Experian Health's State of Claims 2024 survey, missing coverage is the top reason for healthcare claim denials for almost a fifth of providers. However, the issue isn't just about whether a patient is insured — four in ten providers worry about insurance companies paying out even where patients have active coverage. Constantly changing payer policies can result in altered or expired benefits, leaving providers scrambling to secure alternative sources of payment. That's why many providers are turning to automated health insurance discovery to find missing coverage and catch outdated policies early. This article looks at how coverage discovery software helps healthcare organizations address some of the most stubborn pain points in the revenue cycle. What is health insurance discovery? When a patient comes in for care, one of the first jobs is to figure out exactly what insurance they have — if any — and what it covers. Health insurance discovery is the process of checking whether the patient has active insurance and confirming details of that coverage, such as payer name and plan type, to ensure the cost of care is billed to the correct payer. If a patient has multiple active plans, the provider must also determine how much should be billed to each payer and in what order. How does it work? Ideally, coverage discovery occurs pre-service, but it can occur later if a claim is denied, and alternative coverage sources must be found. The main steps in the process include: Collecting insurance details when patients schedule or check in Checking with insurance companies to confirm that coverage is active and will cover planned services Cross-checking payer databases to ensure no coverage is missed Considering a patient's eligibility for Medicaid or other charity support Coordinating benefits for accurate billing Benefits of automated health insurance discovery for providers While respondents to the State of Claims survey are reasonably confident about their coverage discovery processes, the actual outcomes are less robust. Eligibility checks are taking longer and errors are on the rise. Only 54% of providers believe their claims technology can meet current revenue cycle demands. Automation offers a reliable and adaptable solution to bridge the gap between front-end checks and back-end claims management. Here are a few ways automated health insurance discovery sets the stage for smoother claims submissions and revenue cycle performance: 1. Maximize reimbursement by finding missing coverage quickly Challenge: Patients don't always provide complete insurance information, which can cause providers to miss out on opportunities for reimbursement. How automation helps: Automated health insurance discovery digs deeper than manual processes to find any coverage that may have been missed or forgotten. Experian Health's Coverage Discovery® solution combs through multiple proprietary databases, including employer information, historical search information, registration history and demographic validation to proactively identify billable Medicare, Medicaid, and commercial coverage. With minimal patient details, it finds additional sources of primary, secondary and tertiary insurance instantly. In 2023, Coverage Discovery tracked down previously unknown billable coverage in a third of patient accounts, resulting in more than $25 million in found coverage. 2. Reduce the manual workload Challenge: Staff spend too much time calling payers, logging into portals and manually entering patient data. This is time-consuming and error-prone, especially when one in four resubmissions are worked on by a different person than the one who originally processed it. How automation helps: Automation eases the admin burden by handling repetitive aspects of insurance verification behind the scenes, freeing staff to focus on more complex tasks. Coverage Discovery saves staff time by continuing to check for health insurance throughout the patient journey, and not just at registration. This final post-service check is vital to detect discrepancies that could lead to denied claims. Staff can also automate the self-pay scrubbing process to further reduce the risk of errors. As providers continue to feel the squeeze from staffing shortages and rising operating expenses, any move to reduce costs while bringing in more revenue is to be welcomed. 3. Prevent eligibility issues Challenge: Providers often only discover that active benefits have changed after the claim has been submitted. That's too late. For 43% of providers, it takes at least 10 more minutes to check eligibility when initial checks are incomplete. How automation helps: With automation, providers can run real-time eligibility checks, ensuring that changes to the patient's benefits are caught early so claims aren't denied due to outdated information. Experian Health's new Patient Access Curator uses artificial intelligence-based data capture technology to return accurate information from multiple sources with a single click. It automatically interrogates data from more than 270 payer responses, including active and billable coverage, plan level detail, chaining and primacy, so providers can verify eligibility and more in an instant. 4. Reduce claim denials and rejections Challenge: Incorrect or incomplete insurance information results in errors on claims forms or claims sent to the wrong payer, which causes denials, delays and rework. How automation helps: Automated discovery ensures that the correct payer and coverage information is attached to claims, reducing the likelihood of denial. This solves one of the most frustrating parts of coverage discovery, making the process faster, more accurate and less reliant on manual effort. Read more: How to leverage AI and automation to minimize healthcare claim denials 5. Improves the patient experience Challenge: Patients are often confused about their coverage status and worried about whether their healthcare costs will be met by their insurance provider. Medicare beneficiaries, in particular, report difficulty understanding and comparing plan options, leading to potential gaps in coverage. When healthcare providers fail to catch errors or gaps in their information, this erodes trust and negatively impacts how they feel about their experience. How automation helps: By correctly identifying coverage and verifying benefits eligibility, automation allows providers to give their patients early certainty about how their healthcare costs will be covered. Patients are less likely to receive unexpected or incorrect bills, which prevents delays and disputes. Automated tools can go a step further to improve the patient experience by guiding patients toward additional support and payment plans. For example, Patient Financial Clearance identifies patients who may be eligible for Medicaid or charity assistance, and identifies appropriate payment plans for anyone with an unmanageable self-pay balance. Case studies: See health insurance discovery in practice How Providence Health found $30M in coverage and reduced denial rates with automated eligibility checks How UCHealth secured $62M+ in insurance payments and saved $3.5M+ in 2022 with Coverage Discovery How Luminis Health used Coverage Discovery to find $240K in billable coverage each month Learn more about how automated health insurance discovery helps providers reduce claim denials, improve cash flow and deliver better patient experiences. Learn more Contact us