Tag: Coverage Discovery

Key takeaways: Billing mistakes and claims delays are common when providers rely on manual patient insurance verification processes. Automated patient insurance verification can speed up eligibility checks and ensure patient insurance and billing information is accurate. Claims denial rates go down and reimbursement rates go up when providers adopt real-time insurance eligibility technology. Patient insurance verification is critical to managing healthy revenue cycles. Without a complete picture of a patient's insurance policy details—like payable benefits, deductibles and co-pay thresholds for out-of-pocket maximums—providers run the risk of non-reimbursement. Yet, many providers still rely on manual insurance verification processes that are often error-prone, resulting in high claims denial rates. Implementing patient insurance verification software helps boost both accuracy and speed, ultimately helping health organizations reduce claims denial and keep revenue cycles on track.  What is insurance verification? In healthcare, insurance verification is the process of confirming if a patient has active medical insurance coverage and finding missing health insurance. Also called an eligibility check, insurance verification typically takes place before a patient receives care, even if they are a long-time patient. During insurance verification, providers check insurance status, coverage details, benefits for medical services and billing details. To keep revenue cycles on track, providers must have the most up-to-date patient insurance information on file to maintain more accurate billing and reduce costly and time-consuming claim denials. Insurance verification also benefits patients by helping them better understand their financial responsibility so they can plan for out-of-pocket costs. Challenges of manual insurance verification processes Many healthcare organizations still rely on manual insurance verification processes to check patient insurance information. Unfortunately, running eligibility checks by hand can result in increased mistakes, a heavy administrative burden on busy staff and higher claim denial rates. Here's a closer look at some of the common challenges of manual insurance verification. Prone to errors Patients typically provide their insurance information when they register or check in for an appointment with a provider. However, this information can be outdated, incorrect or incomplete. According to Experian Health data, nearly half of providers (48%) say data collected at registration or check-in is somewhat or not accurate, and 20% of patients report encountering errors in their medical records and/or billing information. Patients may make mistakes when entering information, switch insurance coverage after filling out their paperwork or forget about secondary coverage they may have. Staff can also incorrectly input patient information from a paper form into a billing system or forget to update a patient’s file with new insurance information. Workflow bottlenecks and reduced efficiencies Staff often get bogged down correcting errors or may waste valuable time contacting patients by phone to update insurance information. Billing errors that result from mistakes made during patient insurance verification also create extra work for staff. Inaccurate insurance information may also result in patient confusion about out-of-pocket costs and disrupt care, further jamming up collections and patient scheduling for busy practices. The 2025 State of Patient Access Survey shows that one in five patients face challenges before they even get to see a provider due to data and information discrepancies, while 22% of patients reported experiencing delays in care due to insurance verification. Increased claim denials When providers submit claims with inaccurate or outdated information, it can result in delayed claims processing or denials. More than half (56%) of providers say patient information errors are a primary cause of denied claims. Claims may require rework and resubmission due to outdated billing information, which adds even more delays and burdens staff. Providers may also bill the wrong payer if a patient has unknown secondary insurance coverage and needs to resubmit to the correct provider. Bottlenecks in claims management that result from manual insurance verification create headaches for staff and patients. They also directly impact cash flow, potentially disrupting a provider’s entire revenue cycle. How insurance verification software can improve efficiency When providers leverage insurance verification software, like Experian Health’s Insurance Eligibility Verification solution, there are fewer medical billing errors, cleaner claims submissions and staff are no longer burdened by time-consuming, tedious manual tasks. Automation of eligibility checks: Automating insurance verification throughout the entire patient financial journey ensures cleaner claim submissions, speeds up reimbursement and reduces medical billing errors. Other tools like Experian’s Health’s Coverage Discovery automatically work across the entire revenue cycle, searching both commercial and government payers to find previously unknown coverage, identifying accounts as primary, secondary or tertiary coverage. Real-time coverage and benefits updates: Insurance verification software ensures patient information is always up-to-date. Experian Health’s solution, for example, lets providers access real-time patient reliability data by connecting with over 900 payers. Additionally, its optional Medicare beneficiary identifier (MBI) lookup service can automatically find and validate Medicare coverage—a process that’s commonly done manually. Integration with existing systems and interfaces: Automated insurance eligibility solutions that integrate seamlessly with the tools providers are already using—like claims management and health record systems—accelerate insurance verification, keep patient insurance information up-to-date and allow staff to leverage data analytics to further streamline operations. For instance, Experian Health clients have access to insurance verification tools through eCare NEXT®, which offers a single interface for staff to manage several patient functions. Key features to look for in insurance verification software Healthcare organizations adopting patient insurance verification software should prioritize solutions offering features such as multi-payer support, real-time eligibility checks and analytics tools. As healthcare regulations continue to evolve, especially around price transparency, providers adopting insurance verification software will also benefit from partnering with a solution provider that offers compliance support. Embracing patient insurance verification technology helps providers get paid faster The entire revenue cycle hinges on timely and accurate payer reimbursements. Although often underestimated, the right patient insurance verification solution can be the key to minimizing reimbursement roadblocks and getting claims paid faster. Automating patient insurance checks as early as registration—and at every step along the patient journey—helps providers prevent cash flow issues and reduce long-term revenue losses. Learn more about how Experian Health’s Insurance Eligibility Verification solution can help healthcare organizations reduce eligibility verification errors and accelerate reimbursements. Learn more Contact us

Over the past two decades, U.S. hospitals have absorbed nearly $745 billion in uncompensated care, according to the American Hospital Association. This burden continues to grow as hospitals struggle to verify active insurance. The task is made harder by patients frequently changing jobs, relocating and moving through a fragmented payer system that providers must track and interpret. The result? Missed billing opportunities, delayed payments and unnecessary write-offs threaten not only the hospital's financial stability, but also their ability to provide care to their communities.  Now, the newly enacted "One Big Beautiful Bill Act" adds even more pressure. With sweeping Medicaid cuts and stricter eligibility rules, millions of Americans could lose coverage — and hospitals may face a sharp rise in uncompensated care. Key provisions include:  More frequent eligibility reviews (every six months instead of annually) Higher out-of-pocket costs (up to $35 per doctor visit) New limits on state Medicaid funding (including bans on provider taxes) According to the Congressional Budget Office, an estimated 11.8 million people could lose Medicaid coverage by 2034.  These changes shift more financial responsibility to hospitals and patients.   But the impact isn't just financial. For patients, undetected coverage can lead to surprise bills, postponed treatment, or even collections, all of which erode trust in the healthcare system. Vulnerable populations, particularly those affected by the latest Medicaid changes, are at the greatest risk of falling through the cracks.   Hospitals are committed to serving their communities, including those who may not be able to afford to pay. To do this, they must recover every dollar they're entitled to. That means identifying coverage wherever it exists, even when it’s hidden, forgotten or misclassified.   That’s where Coverage Discovery comes in. Experian Health's solution uses proprietary data and advanced machine learning to identify unknown or forgotten insurance coverage across the entire revenue cycle — before, during, and after care. Unlike traditional eligibility checks, Coverage Discovery goes deeper. It scans commercial, government and third-party payers in real time; it uncovers primary, secondary and even tertiary coverage that might otherwise go unnoticed. This proactive approach helps providers bill the right payer the first time, which reduces denials, accelerates reimbursements, and minimizes bad debt.  Coverage Discovery identified over $60 billion in insurance coverage across 45+ million unique patient cases in 2024 alone, turning missed opportunities into paid claims. In a time of uncertainty, clarity is essential. Coverage Discovery empowers providers to take control of the coverage gap — not just react to it. By surfacing hidden coverage early and often, hospitals can protect their financial health while improving the patient experience.  Here's how it all comes together:  Learn more Contact us

Managing claims efficiently—and reducing denials—remains one of the biggest challenges for healthcare providers. Statistics reveal that 46% of denials are caused by missing or inaccurate data, as highlighted by Experian Health's 2024 State of Claims Survey. For providers, these denials translate into endless follow-ups with patients, staff burnout, rising bad debt (which has increased by 7% year-over-year), and slim revenue margins. Reworking a denied claim costs providers an average of $25 and hospitals $181—an expense that is difficult to justify. Introducing Patient Access Curator: Automated claims accuracy from day 1 Fortunately, there is now a way to ensure claims are processed accurately from the start, without excessive effort: Patient Access Curator (PAC), Experian Health's groundbreaking new tool that uses artificial intelligence (AI) to revolutionize the claims process. As a central component of Experian Health's Patient Access portfolio, this innovative solution automates front-end processes, identifies incorrect data upfront, and resolves inaccuracies in real time, preventing costly claim denials before they occur. Introduced in early 2024, the curation tool is getting the attention of revenue cycle leaders at health systems and laboratories, with good reason.  This article gives a run-down of Patient Access Curator and how it helps providers prevent claim denials in seconds.  On-demand webinar: Reimagining patient access — AI at the epicenter of coordinated benefits management Explore how automation and AI are eliminating manual errors, reducing denials and unlocking millions in recoverable revenue. Built-in AI for more accurate data and seamless claims denial prevention Most issues that lead to denials crop up early in the revenue cycle, when information is missed or captured incorrectly during patient registration. For this reason, it makes sense to focus on denial prevention strategies  on the front end. With so much data to capture, manual strategies are bound to stumble. Unfortunately, many digital tools still require staff to check multiple payer websites and data repositories to verify insurance eligibility and check for any billable coverage that might have been missed. Patient Access Curator takes on these tasks seamlessly, and right within Epic workflows. From patient demographics and eligibility checks to coordination of benefits (COB) primacy, Medicare Beneficiary Identifiers (MBI), and insurance discovery, the system automates these essential processes, providing precise data within moments. This solution ensures data integrity from the moment of registration by replacing manual guesswork with advanced AI-driven technology. This reduces the frequency of denials, minimizes A/R write-offs, and curtails vendor fees. Beyond enhancing efficiency, the tool safeguards the financial health of healthcare providers.  Jason Considine, President of Experian Health, says, "Our mission is to simplify healthcare. Patient Access Curator's advanced AI technology equips providers to address claim denials more effectively and efficiently than ever before."  Say goodbye to manual work with instant eligibility and insurance verification Patient Access Curator simplifies operations for billing teams, healthcare staff and patients. By removing administrative hurdles, staff can focus on patient engagement, rather than spending time on paperwork, phone calls and browsing websites for data. The outcome is improved satisfaction for both healthcare providers and their patients.  "We know this technology is revolutionizing the healthcare industry," shares Jordan Levitt, Senior Vice President at Experian Health. Levitt, who developed the AI-powered data capture technology, explains, "By delivering faster, more accurate results, providers can improve financial solvency while giving staff and patients a better experience."  Gone are the days of asking patients for insurance cards or verifying numbers and dates that might be inaccurate. With this solution, registrars and billing teams can be confident in the data they collect, right from the start.  PAC was created to replace the manual guesswork that often bogs down eligibility and insurance verification processes. From patient demographics and eligibility checks to COB primacy, MBI, and insurance discovery, this solution automates these critical touchpoints, delivering accurate data in seconds.  Fewer denials, faster reimbursements  The impact on denial prevention is unparalleled. Patient Access Curator ensures fewer claim rejections and faster payer reimbursements by identifying and correcting bad data across eligibility, COB, and discovery at the start of the revenue cycle. Providers are left with more retained revenue, which can be reinvested into what truly matters: patient care.  Patient Access Curator: Key features that set it apart Patient Access Curator differentiates itself as a comprehensive, all-in-one product that simplifies the most complex aspects of claims management. Key features include:  Real-time data correction: Fixes inaccurate data instantly without staff intervention.  Comprehensive coverage: Finds and corrects bad data across eligibility, COB primacy, MBI, demographics, and insurance discovery.  Eligibility verification: PAC automatically interrogates 271 responses, flagging up active secondary and tertiary coverage information to eliminate coverage gaps Coordination of Benefits: Integrating with eligibility verification workflow, PAC automatically analyzes payer responses to find hidden signs of additional insurances that may be missed by a human eye, and triggers additional inquiries to those third parties to determine primacy, for faster COB processing  Medicare Beneficiary Identifiers: PAC uses AI and robotic process automation to find and fix patient identifiers so no one misses out on essential support Insurance discovery: For patient accounts marked as self-pay or unbillable, PAC automates additional coverage searches Demographics: The platform can quickly check and correct patient contact information.  Seamless integration: Automatically updates host systems (Epic) with verified and corrected coverage data in seconds.  The results? Fewer clicks, faster workflows, and more accurate billing processes. PAC doesn't just prevent claim denials; it transforms how healthcare teams approach patient access and revenue cycle management.  Proven ROI: How Patient Access Curator delivers $100 million boost to Exact Sciences Explore how Patient Access Curator powered a $100M improvement at Exact Sciences by automating insurance discovery and reducing claim denials. Improve financial health by focusing on patient health By eliminating redundant administrative questions, Patient Access Curator allows patients to focus on their health rather than the complexities of billing and coverage. Meanwhile, healthcare staff enjoy a boost in morale, thanks to fewer manual tasks and more efficient workflows—a benefit that can lead to higher staff retention over time.  Patient Access Curator is more than a tool; it's a game-changer for healthcare organizations looking to protect their revenue while delivering a better, more seamless experience for both staff and patients. Say goodbye to manual guesswork and hello to a smarter, faster, and more reliable way to manage claims. With PAC, healthcare organizations can finally get claims right from the start, without the hassle.  Patient Access Curator is available now - learn how your healthcare organization can get started and prevent claim denials in seconds. Learn more Contact us

Tracking down missing health coverage has always been challenging for providers, but proposed changes to the Affordable Care Act and Medicaid could make it even tougher. If the reforms take effect, as many as 13.7 million Americans could lose health insurance over the next decade. With more patients cycling in and out of coverage, many will turn up for care without knowing their coverage status, leaving them at risk for bills they can't afford and exposing providers to denials and revenue loss. Insurance verification has traditionally relied on Social Security Numbers (SSN). As the industry moves away from this approach, providers need faster, more reliable ways to confirm health insurance without SSNs. Health insurance without an SSN? The challenge of missing SSNs in patient records For decades, the SSN was a go-to data point for verifying insurance coverage. In the absence of a national patient identifier, it served as a consistent way to match individuals to their insurance records across health systems and payers. However, many patients do not have SSNs, and concerns about data privacy, duplication and identity theft led providers and payers to phase out SSNs. Although SSNs may still be collected during enrollment for administrative use, industry best practice now discourages using SSNs unless absolutely necessary. Recognizing the need for more secure and trustworthy identifiers, many payers have moved away from SSNs. For instance, in 2018, Medicare replaced SSN-based Health Insurance Claim Numbers with Medicare Beneficiary Identifiers (MBIs). These are now the primary means of checking a person's identity for Medicare transactions like billing, eligibility status and claim status. Commercial health plans have followed suit, relying more heavily on member IDs and internal identifiers for billing and eligibility and avoiding SSNs in patient records in line with privacy rules set out in the Health Insurance Portability and Accountability Act. As a result, SSNs are disappearing from patient records and payer databases. The question for providers is how to accurately verify insurance without SSN access. The impact of unidentified insurance on claims and reimbursement When active insurance coverage is overlooked, providers lose the opportunity to bill for care. Some patients will be incorrectly assigned self-pay status, triggering unnecessary billing cycles or charity write-offs. Others get care without providing their coverage information at the time of care, especially in fast-moving outpatient and emergency departments. Either way, the revenue is at risk in situations like these. Providers lose time and revenue. Teams are forced to reprocess claims, track down retroactive coverage, and appeal denials that could have been avoided. Missed coverage also takes a toll on patients, who now owe more than $220 billion in medical debt. And with cost concerns prompting four in ten patients to consider skipping care when they don't receive a price estimate, missing coverage is more than a paperwork problem – it's a clear threat to health and well-being. Case study: How UCHealth saved over $3.5 million by reducing accounts sent to collections with billable insurance. Strategies to identify health insurance without an SSN As the use of the SSN in medical billing declines, providers are looking for new and better tools to find insurance coverage. Digital technology and data integration make it possible to verify insurance without SSN use. Here are a few of the most effective strategies: 1. Using probabilistic matching and third-party data Advanced coverage discovery platforms now use probabilistic matching to connect patients to payers. These tools analyze data points like name, address, date of birth and phone number to identify likely matches. Instead of needing a patient's exact identifiers, they calculate match confidence based on data quality and historical payer data. 2. Leveraging health information exchanges (HIEs) Another option is to connect to regional or statewide HIEs to check insurance details shared across health systems, payers and public programs. This is especially valuable for transient or underserved populations who often move between providers and may not always carry updated insurance cards. 3. Patient self-service portals with identity validation At the front end, patient self-service tools offer opportunities to collect insurance information before a visit. Identity validation technology helps confirm the person's identity without requiring an SSN. Patients can scan an insurance card, update coverage details or answer verification questions within the portal. This reduces the workload for front desk staff and ensures better data before the patient arrives. Automated tools to streamline insurance discovery While patient access tools help patients confirm their coverage details, automated back-end solutions are essential for identifying insurance when information is incomplete or missing. Intelligent coverage discovery platforms can predict and verify active coverage without relying on SSNs, using demographic inputs like name, address and date of birth. These platforms run real-time or batch searches across multiple proprietary databases, combining search best practices, historical claims data and payer response patterns to flag likely matches. At the point of scheduling or registration, automated eligibility checks help identify billable coverage early, reducing errors, manual work and missed reimbursement opportunities. Experian Health's Coverage Discovery® exemplifies this approach, uncovering commercial, Medicare and Medicaid coverage that may have been unknown or forgotten. By identifying primary, secondary and tertiary coverage, it flags accounts that might otherwise be written off or sent to charity. Not only does this help maximize reimbursement revenue, but it also automates the self-pay scrubbing process and reduces the number of accounts sent to bad-debt collections. In 2023 alone, the platform identified billable coverage in more than 30% of self-pay accounts, resulting in over $25 million in found coverage. This level of automation is especially critical as policy changes continue to disrupt coverage stability. Proactive alerts can flag patients previously marked as self-pay but now linked to valid insurance, helping providers course-correct before claims go unpaid. Better patient matching, better outcomes As insurance coverage becomes more complex, providers need smarter and more efficient ways to verify it. Automated platforms like Coverage Discovery identify active insurance using minimal patient data, improving accuracy and reducing dependence on SSNs. When active coverage isn't found, Patient Financial Clearance helps fill the gap, screening for Medicaid eligibility or identifying patients who may qualify for charity care. Together, these tools give providers a more complete financial picture and ensure patients are connected to the coverage or support they need. The result is not just cleaner claims and faster payments, but better patient and provider outcomes. With more than a fifth of patients experiencing delays in healthcare because of issues verifying insurance information, improving coverage accuracy is a win for everyone. Find out more about how Coverage Discovery can help healthcare providers reduce bad debt by verifying patients' health insurance coverage without SSNs. Learn more Contact us

Since 2000, US hospitals have provided nearly $745 billion in uncompensated care. Many contributing factors lead to revenue losses. However, incorrect or missing patient insurance information is often a top culprit. Providers don't have a complete picture of a patient's coverage when active benefits are incomplete or unknown. The result? Insurance denials, time wasted on resubmissions and increased bad debt. In today's complicated healthcare environment, disjointed insurance verification processes often make it challenging for providers to find hidden coverage. Changing payer requirements and ever-evolving regulatory changes also make checking active coverage tricky. To protect profits, organizations must remain vigilant when finding all available patient insurance coverage to pay for the cost of care. Adopting technology, like automated coverage discovery solutions, can help providers accurately and quickly determine what insurance a patient has, if any, and what it covers. This article takes a deeper dive into some common insurance discovery challenges providers face and how Experian Health's Coverage Discovery® helps streamline the process and reduce revenue losses. Why insurance discovery matters A healthcare organization's financial performance hinges on accurate insurance billing and claims processing. Insurance discovery helps employers find missing coverage quickly and maximize reimbursement. However, providers often don't have the correct insurance information. Missing coverage is cited as a top reason for claim denials for nearly 20% of providers, according to data from Experian Health's State of Claims 2024 survey. Patients may enroll in a new employer plan, move to a new state, switch jobs or have other factors affecting their coverage. Changes can happen at any stage in the patient journey. In some cases, patients may not be aware of what's changed. Evolving payer policies also result in altered or expired benefits, further complicating matters. Common challenges in insurance coverage identification Insurance coverage identification is a necessary part of revenue cycle management, but isn't always a streamlined process. Some of the common challenges providers face during coverage discovery include: Incomplete insurance information Missing or outdated insurance information affects all aspects of the revenue cycle, from claims processing to bill payment. However, it's common for patients not to submit their complete insurance information to providers or forget to update paperwork after initial registration. Patients often don't know their coverage status or are unsure how much of their healthcare costs are paid for by insurance – especially Medicare beneficiaries. When providers fail to spot incomplete or inaccurate patient insurance information, it leads to coverage gaps, claims denials and unpaid medical bills. Heavy manual workload for administrative staff With healthcare organizations already feeling the squeeze of continued staffing shortages and rising operational costs, providers can't afford to waste valuable staff time. Unfortunately, manual insurance coverage identification processes are typically time-consuming and error-prone. Phoning payers, logging into multiple portals and manually entering patient data places added burdens on staff. In many cases, providers only learn that a patient's active benefits have changed after the claim has been submitted. Correcting errors takes time, with 43% of providers reporting that they need at least 10 extra minutes to check eligibility after an incomplete initial check. Changing payer requirements and new regulations During coverage discovery, providers must consider payer requirements and regulations. However, it's not always easy for staff to stay on top of ever-evolving payer requirements and new healthcare industry regulations. During coverage discovery, providers often manually gather information from multiple databases and may miss important updates or have incomplete or inaccurate coverage information. How insurance discovery typically works When a patient seeks care, providers use health insurance discovery to check whether a patient has active insurance and confirm coverage details, like plan type and payer name. The coverage discovery process helps providers know if a payer will cover planned services and ensures the cost of care is billed to the correct payer. It's also common for a patient to have more than one active plan. So coverage discovery typically involves cross-checking payer databases to verify that no coverage is missed. In cases where a patient doesn't have insurance coverage, providers can use insurance discovery to check a patient's Medicaid eligibility and charity support options. Successful revenue recovery starts with a patient engagement strategy that simplifies the steps to reimbursement at every patient touchpoint. A three-pronged approach can increase the likelihood of payment by identifying the opportunities to check for coverage before the patient comes in for care, at the time of service, as well as after care. 1. Pre-service insurance coverage checks Verifying and tracking the patient's insurance status before they come in for care means their financial obligations will be clear from the start. Advanced knowledge makes it much easier for patients to plan – and pay ­– their medical bills. An automated coverage identification solution such as Experian Health's Coverage Discovery solution can scan patient information as soon as they schedule an appointment to find any previously unknown coverage, using multiple proprietary databases and historical information. 2. Identifying coverage at the point of care When the patient receives their treatment, Coverage Discovery can check for any billable commercial and government coverage that may have been missed during pre-service. Integration with eCare NEXT® and HIS/PMS platforms provides on-demand insurance coverage scans at the time of service. Providers should also give patients opportunities to pay for care at this point too, to avoid the need to chase for payments later. A simple and quick payment experience can reduce the risk of additional A/R days and collections agency fees. 3. Post-service checks for unidentified coverage Finally, for any accounts that haven't been settled at the point of care, providers should run further coverage checks before determining whether to send statements and payment reminders to the patient, write the amount off as bad debt, or engage a collections agency. Coverage Discovery can detect any discrepancies that could lead to denied claims. This solution scans patient balances in A/R for active insurance coverage 30, 60, and 90 days post-service. It also offers weighted confidence scores so that accounts are reclassified and rebilled appropriately. Automated scrubbing can eliminate manual processes so staff can use their time more efficiently. Coverage Discovery also does a final scrub scan on patient balances before sending accounts to collections, or writing off to charity or bad debt. These steps will help plug revenue leaks at every stage of the patient journey, improving cash flow, reducing the risk of bad debt, and creating more satisfying patient experiences. How insurance Coverage Discovery benefits healthcare providers In 2023, Experian Health's Coverage Discovery successfully tracked down previously unknown billable coverage in nearly one-third of patient accounts, resulting in more than $25 million in found coverage. Providers seeking to maximize revenue can benefit from automating the insurance discovery process with Coverage Discovery. Here's how: Quickly find missing insurance coverage in real-time Experian Health's Coverage Discovery helps providers catch outdated insurance information and locate missing coverage early. This helps ensure changes to a patient's benefits are caught before a claim is submitted. With real-time access to multiple proprietary databases – like employer information, historical search information, registration history and demographic validation – providers can proactively identify billable Medicare, Medicaid and private insurance options. Needing only minimal patient details for a search, Coverage Discovery instantly locates additional primary, secondary and tertiary insurance. See it in action: How Luminis Health used Coverage Discovery® to find $240K in billable coverage each month. Eases administration burden on busy staff Heavily manual processes and outdated insurance information cost providers time and money during insurance discovery and throughout the revenue cycle. Coverage Discovery streamlines discovery behind the scenes and saves staff time by running continuous checks throughout the patient journey. When staff isn't bogged down with tedious insurance discovery processes, they can focus on more complex tasks and providing quality patient care. See it in action: How UCHealth secured $62M+ in insurance payments and saved $3.5M+ in 2022 with Coverage Discovery. Reduces the likelihood of claims denials Claim errors, such as the wrong payer information or coverage information, often result in delays, denials or bad debt. However, when insurance discovery is automated with a solution like Coverage Discovery, the process is faster and no longer relies on error-prone manual tasks.  Providers benefit from cleaner claims, a more streamlined claims submission process and quicker payer reimbursements. Choosing the right automated insurance coverage discovery solution Experian Health's comprehensive coverage identification solution, Coverage Discovery, helps providers make the reimbursement process easier to navigate and reduces the burden on front and back-end staff. This automated solution is capable of operating at every touchpoint of the patient journey, from registration to collections. 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

A positive patient experience can quickly sour when difficult financial conversations enter the picture. High out-of-pocket costs and confusing medical bills make payments a sensitive issue for many patients. For providers, the challenge is clear: how to improve patient collections while delivering compassionate care. This article considers proven strategies and best practices to simplify patient collections, maximize revenue, and keep the focus on patient-centered care. The importance of optimizing patient collections for healthcare providers For many patients, an unforeseen medical emergency can quickly become a financial one. According to a 2024 report by the Consumer Financial Protection Bureau, medical debt rose from an average of $2,000 per person to over $3,100 in a year, while 15 million Americans carry medical collections on their credit reports. Such financial strain erodes the patient experience, with one in five patients experiencing distress over healthcare costs they can't afford. Experian Health's State of Patient Access 2024 survey found that both patients and providers agree that understanding coverage helps patients manage their healthcare costs. Still, unpaid bills and aging accounts are a persistent concern for providers. Hospitals' operating margins may have rebounded, but remain extremely tight. Remaining alert to risks and opportunities in patient collections is essential for long-term financial health. As patients shoulder a greater share of their medical costs—and those costs continue to rise—efficient collections are critical for patient trust and financial resilience. Breaking down the patient collections process The patient collections process involves determining how much of the cost of care falls to the patient, and then billing and collecting the correct amounts. During registration, providers verify insurance coverage and eligibility to estimate what the insurer will cover. Accurate cost estimates can then be provided to patients upfront, giving them the option to make payments before or at the time of service. The bulk of billing and collections activities take place post-visit, sometimes involving third-party agencies. However, collections can be thwarted by several challenges. Staff must keep up with frequent changes in insurance policies to prevent errors in billing or cost calculations. Patients may worry about affordability, leading to late payments. Billing teams often lack information about patients' financial circumstances, making it hard to predict how likely they are to pay. On top of this, many patients expect more convenient payment options, such as online or mobile payment methods, and will express frustration if the process feels inconvenient. Proven strategies to collect more revenue, sooner Three ways to create a patient-friendly billing experience and ensure prompt payment include the following: 1. Reduce stress with clear pricing and flexible payment plans Patients want collections processes to be clearer and more transparent. The State of Patient Access survey found that more than four in ten patients say they would be more likely to cancel or postpone care without an accurate estimate. Six in ten say they'd be more confident in their ability to pay for care if they were offered a payment plan that took account of their financial situation. Automated patient estimates arm patients with accurate information about the expected cost of care in advance. They have more time to make their financial arrangements and are less likely to be surprised by a surprise bill. Providers can offer additional clarity and flexibility through tailored payment plans. Experian Health's Collections Optimization software uses advanced analytics and data to analyze individual patient accounts and determine their ability to pay. Patient Financial Clearance takes this a step further by helping providers run their presumptive charity process, which estimates a patients' Federal Poverty Level percentage (FPL%), to identify those who qualify for greater financial assistance. These solutions support more compassionate financial conversations, as staff can adjust their approach to suit each patient's financial situation. 2. Help patients find and understand coverage Relying on manual processes can slow down registration and miss potential payment sources. Since 2000, unidentified coverage opportunities have landed hospitals with more than $745 billion in uncompensated care. Given that patients are asking for help understanding coverage, it makes sense to build coverage discovery into the collections process. Experian Health's Coverage Discovery® automatically scans patient accounts throughout their care journey to uncover alternative payment methods and reduce financial strain. This has helped healthcare organizations like Luminis Health identify over $240k in active coverage per month, greatly reducing the financial risk for patients and providers. 3. Make payments easier to prevent delays Improving patient collections processes will be fruitless if patients can't easily make payments. Digital and mobile payment options are non-negotiable for today's digital-first consumers. Accepting payments at multiple collection points, including mobile devices, kiosks and patient portals, gives patients the convenience and choice they need to pay promptly. Best practices for patient collections management Aside from automation and digital tools, the strongest strategies for improving patient collections rest on one key ingredient: robust data. Collections software is only as good as the data behind it. With a tool like Collections Optimization Manager, providers can deploy advanced analytics to segment patient accounts so they can be handled appropriately. Using credit, behavior and demographic data, it applies a proprietary propensity-to-pay score to each account, so staff know which accounts to prioritize, write off or refer out. This approach has helped organizations like Novant Health and Cone Health bring in millions of dollars with personalized, patient-centric collections. On-demand webinar: Hear how Novant Health and Cone Health achieved 7:1 ROI and $14 million in patient collections with Collections Optimization Manager. Tracking patient collections success By monitoring key performance indicators like collection rates, accounts receivable days and patient feedback, providers can continue to fine-tune their processes. Collections Optimization Manager captures this data in user-friendly dashboards and reports, so staff can assess their performance against their own history and industry trends. Users also benefit from expert support from Experian Health consultants, who help teams evaluate reports and recommend the right collections strategies every step of the way. How to build a patient collection strategy that gets results For millions of Americans, medical debt isn't just a financial burden: it's a barrier to care. To overcome this challenge, providers need proactive collections strategies that prioritize patient well-being and financial stability. By incorporating automation, analytics, and digital tools, healthcare organizations can create patient collections processes that are clear, compassionate and effective, delivering better outcomes for both patients and providers. Find out more about how Experian Health's suite of healthcare collections products helps providers boost collections, cash flow and patient satisfaction. Learn more Contact us

Finding missing health insurance is critical to keeping revenue cycles on track. Insurance eligibility verification is an important process providers use to confirm active coverage, including additional coverage a patient may have forgotten. According to Experian Health's State of Claims 2024 survey, almost a fifth of providers say missing coverage is a top reason for claim denials. It helps providers determine what insurance a patient has and what's covered and plays a key role in billing. When a patient has more than one type of active coverage, providers use insurance eligibility verification checks to determine how much should be billed to the correct payer and in what order. However, searching for missing coverage is often time-consuming and error-prone thanks to manual systems, disjointed databases and ever-changing payer regulations. When mistakes are made in the early stages of patient intake, it affects every step of the patient journey and revenue cycle. The struggles to confirm patient coverage are likely to worsen as patient volumes increase, medical needs get more complex and staffing shortages continue. Despite these mounting obstacles, insurance eligibility verification checks remain a critical first step to reducing claims denials, improving patient outcomes and minimizing lost revenue. This article explores why insurance eligibility verification checks matter and how providers can adopt new strategies and digital tools to find missing health insurance and prevent revenue from slipping through the cracks. The hidden costs of missing health insurance Today, more Americans are struggling to afford their medical bills — even with insurance. A KFF study reports that 48% of U.S. adults find affording healthcare difficult, while 25% say they or someone in their household had issues covering medical costs in the past twelve months. About half of those surveyed say paying an unexpected $500 medical bill would put them into debt. Insured patients aren't immune from the burden of high healthcare costs, though. Thanks to rising deductibles, co-pays and premiums, patients are taking on more financial responsibility, and 74% are worried about covering out-of-pocket costs. Nearly half of U.S. adults expressed concerns about affording their monthly insurance premiums. When medical bills go unpaid, provider revenue can take a serious hit. Uncompensated care is a huge financial burden for providers. The American Hospital Association reports that hospitals have provided almost $745 billion in uncompensated care since 2000. Patients often have additional insurance coverage that could help close the gaps, but they've either forgotten about it or are unaware of their eligibility. Finding missing coverage is a top priority for providers who want to ensure revenue streams stay in check — especially as healthcare costs continue to rise. Benefits of resolving missing health insurance issues Resolving missing health insurance issues has many benefits for both providers and patients, beyond verifying that services are covered and medical bills are paid. These include: Reduces claim denials: Claims denials are on the rise, and missing coverage is a top reason, according to Experian Health data. Incorrect or incomplete information can result in errors on claim forms or providers sending claims to the wrong payer. Finding missing coverage before claims submission reduces errors, denials, delays and rework. Minimizes wasted staff time: An eligibility recheck is needed when providers discover an incomplete claim, due to a change in active benefits after claims submission. With 43% of providers reporting that eligibility rechecks add at least 10 additional minutes per claim, finding missing coverage in advance is critical to freeing up valuable staff time. Improves the patient experience: Patients are often confused about what insurance covers and what they'll be on the hook for out-of-pocket. More than eight in ten patients say pre-service price estimates help them prepare for the cost of care. When providers are able to find missing coverage during insurance discovery, patients are more likely to receive accurate upfront estimates. Complete and transparent pricing allows patients to prepare for the cost and avoid any surprises, while accelerating collections for providers. Tools and strategies to find missing health insurance Insurance eligibility checks help providers verify insurance status, coverage details and benefits in advance. However, performing insurance checks isn't always straightforward, and often requires searching for missing coverage. Patients sometimes forget to let providers know about secondary coverage or insurance changes. Or, coverage can be forgotten because a patient has moved to a new house, changed states, switched employers or signed up for a different policy. In some cases, patients may be misclassified as self-pay or have only one form of insurance. Providers can improve their insurance eligibility verification process and discover missing health insurance at every stage of the revenue cycle with the following strategies: Implement digital insurance discovery solutions Outdated manual systems are often error-prone and make finding missing coverage a labor-intensive task for already overburdened staff. Automated eligibility verification solutions offer a more streamlined approach to finding missing coverage faster with more accurate results. Tools like Experian Health's Coverage Discovery work across the entire revenue cycle and search government and commercial payers to find previously unknown insurance coverage. Using multiple proprietary data sources, advanced search heuristics and machine learning, it reliably identifies accounts that may be submitted for immediate payment under primary, secondary or tertiary coverage. Watch the video to see how Coverage Discovery helps healthcare providers find previously unidentified coverage – while saving time and money. Streamline patient intake and updates Matching patient information to payer databases starts at registration. However, patient information, including insurance coverage details, can change anytime. Patients may switch insurers, move states or change their contact information. Catching errors before a claim is submitted is key to keeping the revenue cycle moving and collections. Providers often can't keep up with changes or may struggle with tool overload, with nearly 60% of providers reporting using at least two different tools to gather the necessary patient information for claim submission. Digital tools, like Experian Health's Patient Access Curator, can help solve for bad data quality with real-time correction. This solution uses artificial intelligence (AI) and performs eligibility, COB, Medicare Beneficiary Identifier (MBI), demographics and discovery in a single solution, to ensure that all data is correct on the front end. Patient Access Curator also interrogates 271 responses to indicate any secondary or tertiary coverage data. Other tools, like Registration Accelerator, puts the patient in control of inputting and updating information. Using an automated link, patients can enter their personal details and insurance information from their mobile phone or the web-based app, with no login required. Providers can prompt patients to complete registration details during the initial intake process and send reminders to update information that may have changed, like an address or insurance policy, when follow-up appointments are scheduled. Provide accurate upfront estimates The lack of accurate care estimates is an ongoing challenge for both providers and patients. According to Experian Health data, four in 10 patients report spending more on healthcare than they could afford. When providers don't have access to the most up-to-date patient insurance information, or coverage is missing, estimates are often incorrect and patients end up with surprise bills. Inaccurate estimates create a negative patient experience, resulting in unpaid bills and extra work for staff to resubmit claims or chase down collections. However, tools like Eligibility Verification can help providers easily confirm coverage, co-pays and deductibles at the time of service. When armed with real-time coverage data, providers can build more accurate estimates and help patients prepare for the cost of care. How technology makes finding missing health insurance easier 43% of Experian Health's State of Claims survey respondents say that eligibility checks take 10 to more than 20 minutes to complete. Eligibility checks are taking longer, are filled with more errors, and only 54% of providers feel their claims technology can handle current revenue cycle demands. Using technology at every step of the revenue cycle helps providers bridge the gap between front-end eligibility checks and back-end claims management. Digital tools, like Coverage Discovery, fit anywhere into the revenue cycle, allowing providers to easily check for health insurance through the patient journey, not just at registration. Emerging AI and automation tools also help providers find missing health insurance faster. Automated eligibility verification solutions, like Experian Health's Eligibility Verification, seamlessly check insurance benefits across 900 payers using advanced patient matching tools. Patient Access Curator uses AI-based data capture technology to return real-time data in a single click from hundreds of payer responses, allowing providers to quickly verify active coverage, billing information, plan level details, and more. Case studies: See health insurance discovery in practice 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 How Providence Health found $30M in coverage and reduced denial rates with automated eligibility checks Learn more about how automated health insurance discovery helps providers find missing health insurance, reduce claim denials, improve cash flow and deliver better patient experiences. Learn more Contact us

Collecting patient payments is an ongoing struggle. Bills are confusing, reminders go missed and patients can't always afford to pay. Rising self-pay costs, new medical debt mitigation regulations, Medicaid changes and staff shortages all put added pressure on billing teams. The result is often poor patient financial experiences, wasted staff time and bad debt. As revenue cycle managers figure out a path forward in today's complex – and costly – healthcare environment, analytics-based collections optimization could be the answer. Solutions like Collection Optimization Manager help providers quickly understand a patient's ability and willingness to pay with screening and segmentation models, identify charity eligibility and implement effective patient billing outreach plans. This article summarizes a recent webinar with two longtime users, Wendi Cardwell of Novant Health and Wanda Taylor of Cone Health, who have successfully partnered with Experian Health to streamline collections, increase self-pay revenue and humanize patient financial experiences through segmentation and automation. How collections optimization boosts revenue Cari Cesaro-Hoffman, Senior Director–Enterprise Consultant for Collections Optimization Manager at Experian Health, set the stage with observations on how collections optimization solutions, like segmentation and automation, help providers maximize collections and engage patients compassionately. “Segmentation is the driver of successful patient billing cycles. It guides the team to focus on collections with those patients or guarantors with a higher likelihood to pay while helping to create patient-centric, positive patient financial experiences. Automation and customized operational processes embedded within collections optimization enhance the process even further.” Having the right collections optimization partner is critical. Both Cardwell and Taylor agree that Experian Health's unique consultative approach and comprehensive technology have been key to their success. The technology integrates seamlessly with account receivable data, helps streamline collections processes and allows for quick pivots to meet ongoing regulation changes — all while adding humanization to the revenue cycle. How to optimize collections with patient-centric insights In collections optimization, segmentation and automation allow healthcare organizations to evolve their payment collection strategies to keep up with rising healthcare costs, meet new industry regulations and drive more self-pay revenue. By using sophisticated, patient-centric insights, providers can make informed decisions on which accounts to prioritize, write off or refer to collection agencies. Collections optimization solutions, like Experian Health's Collection Optimization Manager, use multiple data sources to automatically screen and segment accounts based on propensity-to-pay scores. With a better understanding of each patient's financial situation, staff can prioritize high-value accounts and increase collections revenue. Experian Health's collections consultants provide ongoing support and expert advice, while advanced reporting allows revenue cycle managers to easily benchmark performance, refine patient payment forecasts and manage bad debt. Patient collections processes can be further optimized by integrating complementary financial screening and patient engagement tools, like Patient Financial Clearance, PatientDial and PatientText. Key takeaways from 2 real-world examples of successful collection optimization Cardwell and Taylor share how they are using collections optimization to boost revenue in today's increasingly high-cost healthcare environment. Below are the key takeaways from their conversation about how segmentation and automation are helping streamline collections, improve the patient experience and meet ever-evolving regulations. Segmentation and automation improve collections performance Segmentation and automation drive the patient billing cycle and enhance collection efforts – especially for self-pay collections. With the help of Experian Health's Collections Optimization Manager, Novant Health and Cone Health are able to quickly identify those patients likely to pay their bills and implement patient-first collection strategies. Cardwell shares how segmentation helps personalize the patient collections experience. "If patients have a high propensity to pay their bill and it's a low balance, like $300, they may not need a call quite yet since they may immediately make a payment when they get their bill. But if it's a high propensity to pay their bill and it's $3,000, they may be sitting at home wondering, 'How am I going to do this?' So, they just need that little nudge by someone calling and saying, 'Did you know we have payment plans that are interest-free? Let's help you get set up on that.'" Taylor agrees, "The automation is just remarkable for the ability to give our patients that white glove treatment and to be able to either contact them in some way, talk to people that want to talk to us or offer the automation that others want." Cardwell and Taylor also note that collections optimization helps their billing teams easily integrate charity care and financial assistance processes more closely with collections and revenue cycle workflows. This allows both organizations to quickly adapt to industry changes and new requirements, like medical debt mitigation regulations. Optimizing collections delivers real-world results The successful implementation of Collections Optimization Manager for Novant Health and Cone Health serves as a model for other healthcare organizations looking to improve their collections and revenue cycle performance. To date, Novant Health has seen an impressive ROI of 9.5/1 with a $16 million combined lift across hospital billing and provider billing, while Cone Health cleared $14M in patient payments and a 6:1 ROI. Additionally, Caldwell and Taylor both report saving valuable staff time and resources. Automating some of the screening processes and routing through bankruptcy, deceased and return mail has resulted in more than 3,000 manual hours saved between the two organizations. Caldwell says working with Experian Health reduces IT hours, especially for organizations that outsource IT like Novant Health. For example, “If you decide you no longer need to use a particular vendor partner and need to send data to another vendor partner, Experian Health can quickly make that flip for you.” Successful automated call campaigns driven by segmentation have been another win. Taylor describes using segmentation to efficiently “run unattended call campaigns that push calls out to patients with payment plan reminders.” Caldwell agrees, and shares that Novant Health has seen similar successes with collections call campaigns. Novant Health is using the data to run automated Medicaid enrollment call campaigns and is “looking into doing mother-baby” call campaigns to remind new moms to enroll their newborns for insurance coverage. Choosing the right collections optimization partner matters For providers looking to evolve their collections strategies, both Cardwell and Taylor stress the value of working with a collections optimization partner that offers turnkey solutions for a positive patient financial experience, seamless data integration and up-to-the-minute regulatory knowledge. Cone Health first adopted Coverage Discovery® and ClaimSource® before adding Collections Optimization Manager and Taylor says, “It just came together seamlessly. We've successfully evolved those products into a multi-item suite of information that is seamless in passing information back and forth. Experian Health also has their ear to what's happening at the state level and in federal and regulatory matters. So anytime there are new things coming down that impact our functionalities, they are coming to us with solutions to keep us cutting-edge.” Cardwell elaborates on how collections optimization helps Novant Health foster a human-centric financial experience. She says, “When we look at engaging our communities, Collections Optimization Manager has enabled us to do that effectively and efficiently, allowing us to deliver on our brand promise to care for our patients, each other and our communities.” The future of collections cycle management is here Healthcare organizations are already making strides to adopt collections optimization strategies that improve patient collection rates and boost self–pay collections. In today's fast-changing healthcare environment, it's critical for revenue cycle managers to evolve collections strategies to keep pace with patient needs and regulatory requirements. Working with a partner like Experian Health can help healthcare organizations better fulfill their financial goals, meet the needs of the patient population and deliver positive patient financial experiences. Find out more about how Collections Optimization Manager is changing the future of healthcare collections and watch the webinar to hear the full conversation on 'Boost self-pay collections: Novant Health & Cone Health's 7:1 ROI & $14M patient collections success.' Learn more Contact us

No matter how much the healthcare industry evolves — whether through new legislative priorities or advances in AI and automation — one thing remains constant: the patient experience matters. Patients expect quality care, quickly. For five years running, timely access has been a top priority for patients, according to Experian Health's State of Patient Access surveys. But efficiency is just the start. In an uncertain world, patients also need reassurance, reliability and compassion. For revenue cycle leaders, meeting these expectations isn't just about good service. It's a competitive advantage. A patient experience built on empathy, convenience and personalization fosters loyalty and trust, driving both satisfaction and financial performance. With the right digital tools, providers can take meaningful steps toward improving the patient experience. What is patient experience and why does it matter? The patient experience encompasses every step the patient takes while seeking and receiving medical care. It goes beyond the clinical aspects of care and includes all the systems and strategies that determine a patient's access to care. From the moment they book their appointment through their clinical care and final bill payments, each interaction is an opportunity to make or break a patient's satisfaction with their provider. The patient experience can be a major driver of health outcomes. Inefficient systems lead to missed appointments, while confusing billing practices cause patients to postpone care. Adherence to care plans is more likely when patients are engaged and informed. And when patients feel positive about their healthcare experience, there are trickle-down effects for staff, who have more time to focus on priority tasks. It's also vitally important for an organization's financial outcomes. A positive patient experience increases patient retention, reduces billing disputes and accelerates payments. Research shows this goes both ways: well-implemented revenue cycle management improves the patient experience, too. What does a quality patient experience look like? Alex Harwitz, VP of Product, Digital Front Door, at Experian Health, says that a high-quality patient experience should encompass three things: “Choice, flexibility and convenience are themes that have come through strongly in our patient surveys. Patients are more mobile and more digitally active, so they expect services to be available on demand. They have a diverse range of schedules, responsibilities and preferences, and providers need to accommodate these variations so accessing care feels easy and convenient. Providers that leverage digital technology to deliver a patient-centered experience will see higher levels of patient engagement, better health outcomes, and a healthier bottom line.” Key strategies for improving the patient experience For healthcare providers, there's always a new delivery challenge around the corner. But it's also getting easier to improve the patient experience, thanks to digital technology. Here are five practical ways to make an immediate difference: 1. Reduce wait times Long wait times frustrate patients and lead to last-minute cancellations, which hurt revenue. Online self-scheduling, pre-visit digital check-ins and automated appointment reminders help keep schedules on track and reduce no-shows. According to the State of Patient Access 2024, these tools are also a smart way to meet patient expectations: 89% of patients want the ability to schedule appointments anytime, via online or mobile tools. 2. Streamline administrative processes with technology Manual data entry slows everything down. Patients dislike repetitive paperwork, while human error is a frustratingly common cause of denied claims, especially when that paperwork starts to pile up. Digital tools eliminate much of the hassle and allow staff to work more efficiently. Automated patient intake accelerates the admin tasks, so patients get the care they need without delay, and providers can keep revenue flowing without unnecessary roadblocks. 3. Improve communication between patients and providers Confusing communications are a major pain point for patients, and billing is a prime example. With 43% of patients saying they may postpone or cancel care if they don't get an accurate cost estimate, providers have an opportunity to stand out from the competition by offering clear and compassionate financial communications. Upfront estimates, proactive financial counseling, and digital payment options ease patients' anxiety, prevent disputes, build trust and increase collections. 4. Increase healthcare access with automation and AI Insurance hurdles are another source of frustration for patients. Uncertainty over coverage, eligibility and out-of-pocket costs can impede access, lead to billing disputes and increase the risk of claim denials. Manual verification is time-consuming for staff and often leaves patients waiting for answers. Automation and AI can eliminate these bottlenecks. For example, Patient Access Curator uses machine learning to verify and update all patient information with a single click. Watch the webinar: Revenue cycle leaders from Exact Sciences and Trinity Health share how they use Patient Access Curator to redefine patient access 5. Personalize patient care A key point to remember is that patients only care about what's relevant to them: a one-size-fits-all approach is not going to increase patient satisfaction scores. Using data to anticipate patient needs, like flexible payment plans, personalized reminders, or a choice of payment methods, improves the patient's experience and reassures them that they're with the right provider. How technology is revolutionizing the patient journey Here are a few examples of how healthcare organizations are using digital tools to put these strategies into practice: Indiana University Health used Experian Health's Call Center Scheduling solution to increase call center capacity and boost provider, staff and patient satisfaction by improving efficiency and reducing appointment-type scheduling errors. Guided scheduling led to a 114% increase in patient utilization in just one year. UCHealth helped more patients qualify for financial assistance using Patient Financial Clearance, which automates presumptive charity screening. The tool disbursed $26 million in charity care and covered more than 1,700 patients. On-demand webinar: Learn how Community Health System used Experian Data to drive financial assistance automation. Prioritizing patient-centered healthcare The way the patient experience is delivered may change, but its role as a driver of trust, loyalty and financial stability does not. As patients become more mobile and digitally active, they expect care that fits into their busy lives — available on demand and tailored to their needs. By using digital technology to offer choice, flexibility, and convenience, providers can make care easier to access, strengthen relationships and improve both health outcomes and financial performance.  Find out more about how Experian Health's digital solutions help healthcare organizations improve the patient experience. 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