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Jason Considine, Senior Vice President, Patient Collections & Engagement, with Experian Health, sat down with Joe Lavelle from IntrepidNOW at HIMSS17 to talk patient engagement. Excerpt: “I think hospitals have spent tons of money really customizing the clinical experience for the patient over the last really 10 years and if you go into any hospital large hospital in America today, you’re going to feel like your care has been customized for you. But when you exit the care delivery mechanism and you get into the billing process, I still see providers treating patients kind of in a one size fits all method, and that’s where I see a lot of patient engagement changing from a financial perspective is using the power of information like what Experian has. We know what a patient’s financial disposition is, whether they can pay their bill or not, whether they qualify for the hospital’s financial assistance mechanism or not, and we can be more proactive in building that relationship and sending them offers to pay their bill and customize those types of engagements more appropriately for that you unique patient’s needs. We are the Best in KLAS vendor for patient access solutions, the eCare NEXT products suite. We are very focused on taking those tools that have been adopted by providers across the United States and making them patient facing. And so we have portals that can be accessed from any mobile device and from a desktop or laptop, and give the patient the ability to shop for care using self-service estimates. Pay their bill online and set up new payment plans and really communicate with their providers in the mechanism in vehicles in which they want to do it.” Listen to the full podcast Learn about our Collections and Patient Engagement solutions.

Experian Health was honored to host Frank Abagnale, one of the world’s foremost experts on identity theft, forgery, and embezzlement, during our #JointheConversation radio show at HIMSS17. You’ll know Frank from the great movie and book, Catch Me if You Can.  Frank has been a consultant to the FBI for over 41 years. He also developed a fraud detection technology called the 41st Parameter that Experian purchased in 2013 and it now operates in 80 countries around the world. Frank was honored to be selected by HIMSS this year to lead a presentation called “Stealing Your Life” where he focused on identity theft in healthcare and represented Experian Health to discuss this topic. His presentation focused on the significance of fraud in today’s healthcare world; illustrating the enormity of identity theft crimes and how they affect an individual’s life in many areas including health insurance, credit, income taxes including refunds, banking, just to name a few. Hear Frank’s assessment of healthcare’s susceptibility to breaches, the current state of cybersecurity, privacy and identity theft, as well as helpful strategies to personally avoid becoming a victim of identity theft. Listen to the complete podcast Learn about our Identity Management solutions

The future for patient engagement becomes more clear every time we go out and do focus groups with providers and their patients. And what we are hearing from our clients and providers is that 40% of all their patients are on charity and 40% are on payment plans. So you are looking at about 80% of their patients needing charity or payment plans. And a lot of that is manual processes inside of the provider. And we also heard from a lot of consumers and patients that there is confusion about how they can afford their care. Clearly the thing that is on the top of our minds given this rising out of pocket expenses, is how can we anticipate what a patient needs when they leave the hospital using the Experian credit data? And then how can we proactively reach out to that patient with something that could be an activation offer for their charity care or their payment plan immediately after their service? We feel is this is a much more compassionate approach than what happens today. Leveraging the Experian credit data to be more proactive and predictive is a much more compassionate approach that will shift the patient’s behavior instead of the scenario where that patient takes their statement for $500 and put it under the stack of their bills. That one size fits all approach is not going to work anymore. We are moving to a very personalized patient engagement strategy that is more aligned with the patients’ needs and then give the patient all the digital automation tools so they can go and automate it and be done with it very quickly and they can focus on their health. Listen to the complete podcast Learn about our Patient Engagement solutions