Tag: patient experience

Key takeaways: Error-prone manual processes are a top reason for delayed reimbursements. Automation across the revenue cycle can help providers see quicker reimbursements. Many processes can be automated: patient estimates, eligibility verification checks, collections, claims management, and more. Prompt reimbursements are crucial for today's healthcare organizations. Delayed reimbursements can lead to a domino effect that impacts the entire revenue cycle. Provider productivity goes down along with quality of care, patients have poor experiences and the bottom line takes a hit. Reimbursement delays often stem from error-prone, outdated manual processes, overburdened staff and excessive administrative work. However, incorporating revenue cycle management automation can help providers overcome numerous reimbursement challenges and improve processes overall. With revenue cycle automation, providers can eliminate many persistent pain points in traditional revenue cycle management (RCM). Staff no longer lose time to tedious manual tasks, patients get their queries answered faster, and managers get the meaningful data they need to drive improvements. And the biggest win? It's easier for providers to get reimbursed for their services, faster and in full. What is revenue cycle automation and how does it work? Healthcare revenue cycle management knits together the financial and clinical components of care to ensure providers are properly reimbursed. As staff and patients know all too well, this can be a complex and time-consuming process, involving repetitive tasks and lengthy forms to ensure the right parties get the right information at the right time. This requires data pulled from multiple databases and systems for accurate claims and billing, and is a perfect use case for automation. In practice, revenue cycle automation involves using technology to complete tasks and processes that may have previously been manually completed. These tasks might include: Automatically generating and issuing invoices, bills and financial statements Streamlining patient data management and exchanging information quickly and reliably Processing digital payments Collating and analyzing performance data to draw out valuable insights. Understanding the challenges in traditional revenue cycle management When it comes to delayed reimbursements, providers lacking revenue cycle management automation typically face the following challenges: Inefficiencies in patient access According to The State of Patient Access 2025, front-end operations are still a source of friction for patients and providers. Four out of the five top patient access challenges reported by providers relate to front-end data collection. Top concerns include insurance searches, reducing errors, and speeding up authorization. Nearly 48% say data collected at registration is “somewhere” or “not” accurate, while 85% report an urgent need for faster, more comprehensive insurance verification. Rising claim denials due to manual errors The State of Patient Access also showed that manual, error-prone processes often lead to delays, claim denials and patient frustration. In fact, more than half (56%) of providers say patient information errors are a primary cause of denied claims. When claims are denied, reworks are often time-consuming, costly and place additional burdens on already overworked staff. Difficulty in managing patient collections Due to rising costs, confusion over estimates and a lack of patient payment options, providers are often left to deal with unpaid medical bills. According to Experian Health data, 29% of patients say paying for healthcare is getting worse. Affordability is a key factor, but patients are also struggling to understand how much their insurance covers and looking for convenient payment options, like payment plans. Download The State of Patient Access 2025 report for a full run-down of patient and provider views about access to care. Six ways revenue cycle automation accelerates reimbursements Revenue cycle improvement through automation can help speed up reimbursements for healthcare providers by: 1. Capturing accurate information quickly during patient access Gathering patient data manually is time-consuming. Errors in the process can lead to denied claims and roadblocks in patient care. Tools like Experian Health's Patient Access Curator use artificial intelligence (AI) to streamline patient access and billing, improve data quality and address claim denials from the outset. This solution also ensures that all data is correct on the front end by checking eligibility, coordination of benefits (COB), Medicare Beneficiary Identifier (MBI), demographics and insurance discovery. 2. Simplifying collections and focusing on the right accounts Healthcare collections are a drag on resources. Automating the repetitive elements in the collections process helps reduce the burden on staff. Collections Optimization Manager leverages automation to analyze patients' payment histories and other financial information to route their accounts to the right collections pathway. Scoring and segmenting accounts means no time is wasted chasing the wrong accounts. Patients who can pay promptly can do so without unnecessary friction. As a result, providers get paid faster. 3. Reducing manual work and staff burnout Chronic staffing shortages continue to plague healthcare providers. In Experian Health's recent staffing survey, 96% of respondents said this affected payer reimbursements and patient collections. While automation cannot replace much-needed expert staff, it can ease pressure on busy teams by relieving them of repetitive tasks, reducing error rates and speeding up workflows. 4. Maintaining regulatory compliance with minimal effort While regulatory compliance may not directly influence how quickly providers get paid, it does play a crucial role in preventing the delays, denials and financial penalties that impede the overall revenue cycle. Constant changes in regulations and payer reimbursement policies can be difficult to track. Automation helps teams continuously monitor and adapt to these changes for a smoother revenue cycle, often with parallel benefits such as improving the patient experience. One example is Experian Health's price transparency solutions, which help providers demonstrate compliance with new legislation and provide extra clarity for patients. 5. Improving the end-to-end claims process Perhaps the most apparent way RCM automation leads to faster reimbursement is in ensuring faster and more accurate claims submissions. Automated claims management solutions, like Experian Health's award-winning ClaimSource®, reduce the need for error-prone manual processes, while improving accuracy and efficiencies in the claims editing and submission process. Additional claims management tools, like Claim Scrubber, also help providers submit more complete and accurate claims. Other tools, like Denial Workflow Manager, can be used if claims are denied. With automation and its extensive data analysis capabilities, work lists are generated based on the client's specifications, like denial category and dollar amount, to identify the root cause of denials and improve upstream processes to prevent them. And as artificial intelligence (AI) gains traction, providers are discovering new ways to use technology to improve claims management. AI Advantage™ uses AI and machine learning to find patterns in payer behavior and identify undocumented rules that could lead to a claim being denied, alerting staff so they can act quickly and avert issues. Then, it uses algorithmic logic to help staff segment and rework denials most efficiently. Providers get paid sooner while minimizing downstream revenue loss. 6. Providing better visibility into improvement opportunities Finally, automation helps providers analyze and act on revenue cycle data by identifying bottlenecks, trends and improvement opportunities. Automated analyses bring together relevant data from multiple sources in an instant to validate decisions. Machine learning draws on historical information to predict future outcomes, so providers can understand the root cause of delays and take steps to resolve issues. A healthcare revenue cycle dashboard is not just a presentation tool; it facilitates real-time monitoring of the organization's financial health, so staff can optimize workflows and speed up reimbursement. Embracing automation for a more efficient revenue cycle Like any business, healthcare organizations must maintain a positive cash flow to remain viable and continue serving their communities. Revenue cycle automation strategies can cut through many of the common obstacles that get in the way of financial stability and growth and speed up reimbursements. Learn more about Experian Health's revenue cycle management technology and see where automation could have the biggest impact on your organization's financial health. 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Revenue cycle management (RCM) plays a central role in healthcare, influencing both patient access and the financial well-being of providers. As healthcare organizations navigate growing costs, shifting patient expectations, and increasingly complex administrative tasks, they're finding themselves at a crossroads. Experian Health's State of Patient Access 2025 report offers a look at these challenges from the views of patients and providers, while showcasing how technology is changing the way we approach patient access and revenue cycle operations. In this interview, Clarissa Riggins, Chief Product Officer at Experian Health, shares key takeaways from the report, offers actionable solutions for providers, and outlines trends that are set to shape the future of RCM.  Q1: "Let's start with the big picture. What's going on with patients' access to healthcare right now?" Riggins says, "It's stabilizing, which is a good sign. According to The State of Patient Access 2025, 68% of patients and 43% of providers say access has stayed the same. That's the highest it's been since 2022. Only 15% of patients said it's gotten worse, and that's the lowest number we've seen in a few years."  Q2: "That's reassuring. But there are still challenges, right? What are patients struggling with most?"  "The number one issue continues to be wait times," explains Riggins. "About 25% of patients said getting in to see a provider quickly is still a major hurdle. On top of that, 22% reported delays because of insurance verification, and 20% said they ran into problems with errors in their medical records or billing information. So, while some things have improved, there are still gaps to close.”  Q3: "You mentioned insurance verification. How much of a barrier is that?" "It's a big one," she says. "When insurance verification isn't seamless, it creates a domino effect. That 22% figure I mentioned, those are people who had to wait for care because their insurance details weren't sorted out. Automating that part of the process can make a huge difference in getting people the care they need faster.” Q4: "Are digital tools making a difference in these areas?"  "They have the potential to, but adoption is a challenge. 37% of providers said one of their biggest obstacles is getting patients to actually use the tools available. And 55% said patients don't know how to navigate self-scheduling. We're seeing some resistance, but it's not because the tech isn't there. It's more about awareness and ease of use. She continues, "For example, going back to insurance eligibility, Experian Health's Patient Access Curator uses artificial intelligence (AI) to automatically check coverage in real time. This helps providers confirm benefits instantly and spot issues early. That kind of automation takes the guesswork and delays out of the equation, so patients can get the care they need without unnecessary holdups. It's not just more efficient for staff; it literally speeds up access to treatment."  Q5: "Let's talk about cost. How is that affecting access for patients today?"  “Cost is a major pain point," she explains. "The report shows that 34% of patients say they often struggle to pay for healthcare. That number is up from 23% last year. And nearly all patients, 95%, say they at least sometimes have trouble paying. It's clear that affordability is still one of the top reasons people delay care."  Q6: "What can providers do to improve the payment experience for patients?"  “It starts with transparency. Patients want to know what they'll owe before they get care. When 81% of patients say they feel more prepared after receiving an accurate estimate, it shows just how critical that upfront information is," Riggins notes. "Experian Health's Patient Estimates solution was built around this need. It allows providers to give patients clear, personalized cost estimates before they receive care, helping them feel informed and in control." "And 43% said they would consider canceling or postponing care if they didn't get that information," she continues. "That's huge. It proves this isn't just about convenience; it's about access. These tools help patients avoid financial surprises, which can be the deciding factor in whether they follow through with treatment." “This solution isn't just making billing easier. It's directly supporting better health outcomes by making care more accessible and less intimidating financially."  Q7: "So, it's not just about having the tools. It's about how they're used?"  "Exactly. Providers need to make sure the tools are easy to use and that patients understand how to use them. That means clear instructions, mobile-friendly interfaces, and support when people get stuck. If the experience feels complicated, people just won't engage." Q8: "What are patients looking for when it comes to better access?"  "Patients are very clear. They want convenience," Riggins says. "According to The State of Patient Access 2025 report:  82% don't want to complete forms multiple times if their information hasn't changed  80% want to be able to schedule appointments from their phone (via a browser or an app)  77% want a heads-up on insurance coverage before treatment  52% want more digital options, period  So, if providers listen to these preferences and meet patients where they are, access improves naturally."  Q9: "What about billing and patient record issues? How can providers avoid those mistakes?"  "Strong data practices are key. That means better systems to catch errors before they become problems, regular staff training, and giving patients the chance to double-check their records. Adding tools like Patient Access Curator can really make a difference. It uses artificial intelligence to handle a bunch of tasks all at once – eligibility checks, COB, MBI, demographics, and insurance discovery. By automating tasks that are traditionally performed by human staff, healthcare organizations can save time associated with administrative intake and coverage verification. This also means solving for bad data in real-time, which can help prevent billing and claim errors in the long run.  Clean data makes everything easier, from billing to insurance verification to patient trust," Riggins concludes.   Patient access is evolving, but not without its challenges. As the State of Patient Access 2025 report highlights, stability is improving, but issues like price transparency, low adoption of digital access tools and insurance verification continue to create friction. The path forward lies in listening to what patients are asking for: easy-to-use digital tools, clear pricing, and fewer administrative headaches. By utilizing automation and AI, providers can streamline access and build stronger, more trusted relationships with their patients.  Learn more about how Experian Health can help healthcare organizations improve patient access, and download the report for the full survey results.   Download now Contact us

Patient access continues to improve, with both providers and patients reporting steady progress, according to The State of Patient Access 2025. Building on the momentum of the 2024 State of Patient Access survey (when 55% of providers reported better access), 36% now say it has improved even further. Around six in ten patients agree that the experience is the same or better than a year ago. Now in its fifth year, Experian Health's latest annual survey shows how patient and provider perceptions of patient access have changed, and where there's still work to do. In February 2025, more than 200 healthcare revenue cycle decision-makers and over 1000 healthcare consumers were surveyed about their experiences over the previous year. The findings point to three key opportunities for organizations looking to improve the patient experience and boost revenue, which are discussed below. Download The State of Patient Access 2025 report for a full run-down of patient and provider views about access to care. What patients and providers think of patient access (and 3 immediate opportunities) The overall sentiment is encouraging, but there's always room for improvement. The report gives a detailed breakdown of the reasons why respondents think access has improved – or not – and how many respondents gave those reasons. These insights will help providers target their improvement efforts where they matter most. Opportunity 1: Focus on the financial experience 29% of patients say paying for healthcare is getting worse 56% of patients say they need help from their provider to understand what their insurance covers 50% of providers say access is better because patients have more flexible payment options Financial concerns continue to shape the patient experience. Affordability is a key factor in whether patients think paying for care is getting easier or tougher, but it's not the only one. Patients who feel that paying for healthcare has improved cite reasons like being able to understand what their insurance covers, having payment plans that make costs more manageable, and being able to complete paperwork digitally prior to care. Conversely, those with a negative view mention confusion over what they owe, difficulty making payments, excess paperwork and lack of payment plans among their top concerns. To address these challenges, providers can turn to tools that streamline the financial journey from the start. Automating patient financial clearance helps get patients on the right financial pathway as quickly as possible, while segmentation data enables smarter and more personalized collection strategies. Offering flexible payment plans and convenient digital payment options rounds out a financial experience that's easier, more transparent and aligned with patients' needs. Case study: See how UCHealth used automated financial clearance to identify $26 million in charity care. Opportunity 2: Prioritize accurate price estimates 81% of patients say an accurate estimate helps them better prepare to pay 43% of patients say that without an estimate, they're likely to postpone or cancel care 88% of providers say there's an urgency to improve or implement accurate estimates Sticking with the financial theme, the findings suggest that despite ongoing efforts, price transparency in particular still needs some work. While more patients received estimates, accuracy has fallen for a third year in a row. As a result, patients are left uncertain about what they'll owe, prompting some to avoid care altogether. On the flipside, 38% of patients say that understanding the cost of care in advance of treatment made for a better payment experience. With 77% of patients saying it's important that their provider can explain what their insurance covers before treatment, there's a clear opportunity to help patients feel more in control. Not only will this reduce patient stress, but it also builds trust and increases the chance of prompt payments. Almost all patients say they struggle to pay for care at some point, so improving the accuracy of estimates should be an immediate priority for providers. Timely, personalized estimates that reflect the true cost of care will give patients early clarity and avoid surprises later. Experian Health's patient estimates tools use real-time data, including insurance coverage, updated payer contract terms and current provider pricing, to calculate accurate estimates before services are delivered. Patients can receive estimates sent directly to their mobile device or generate estimates through a self-service web-based portal. Opportunity 3: Use automation to improve front-end data collection 56% of providers say patient information errors are a primary cause of denied claims 48% say data collected at registration is “somewhat” or “not” accurate 83% say there's an urgent need for faster, more comprehensive insurance verification Front-end operations are a major source of friction for both providers and patients. Four out of the five top patient access challenges reported by providers relate to front-end data collection, including improving insurance searches, reducing errors and speeding up authorizations. These inefficiencies don't just slow down internal workflows. Manual, error-prone processes lead to delays, claim denials and patient frustration. Providers note that staffing shortages are compounding the problem, which suggests that tackling these front-end workflows would be a strategic operational win. It's also a financial opportunity. In the CAQH's latest Index Report, shifting from manual to electronic transactions for administrative tasks such as eligibility checks, insurance verification and prior authorizations could save the healthcare industry up to $20 billion. Patient Access Curator uses automation and artificial intelligence (AI) to streamline patient access and billing, address claim denials and improve data quality from the outset. This integrated solution performs rapid eligibility, coordination of benefits (COB), Medicare Beneficiary Identifier (MBI), demographics and insurance discovery checks to ensure that all data is correct on the front end. Case study: See how Exact Sciences boosted their bottom line by $100 million with Patient Access Curator The State of Patient Access: From survey to strategy The overall takeaway in The State of Patient Access 2025 is that while progress is heading in the right direction, meaningful opportunities remain, especially when it comes to improving the patient financial experience, price transparency and front-end operations. Going forward, patients want financial clarity and confidence when accessing care. Providers, facing ongoing staffing and operational pressures, need smart and scalable solutions to meet those expectations. Now it's time to take those findings and deploy the right tools and strategies to keep the good work going. Download The State of Patient Access 2025 report to get the full survey results and contact us to see how we help healthcare organizations improve patient access with automation, AI and digital tools. Download the report 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

For five years straight, patients responding to the State of Patient Access survey have ranked “seeing a doctor quickly” as a top priority. Unfortunately, 94% of patients are still waiting more than two weeks for an appointment. Too many find themselves stuck in scheduling dead-ends, with unanswered calls, endless hold times and limited options when they finally get through. Providers are working hard to cut wait times, but an aging population, rising rates of chronic conditions and elevated levels of seasonal flu are driving up demand. Failure to manage spikes in patient volumes isn't just a scheduling problem; it has wide-reaching financial and operational consequences. Providers must find more efficient ways to help patients move through the healthcare system more quickly without compromising the quality of care. Could online self-scheduling be the answer? This article looks at how opening the digital front door with patient appointment scheduling software gives patients more control over their health journey, while easing operational strain. Challenges in patient appointment scheduling for healthcare providers Efficient scheduling is the only way to help patients see the right physician at the right time. So, what's getting in the way? Demand outstrips supply — Growing demand for specialists, increasing numbers of older patients, and more people with complex chronic diseases mean there are more patients than available appointments. In some “medical deserts,” there are too few medical providers to support local populations with basic primary care. Staffing pressures — Heavy workloads, seasonal illness spikes and lingering burnout (improving, but still affecting nearly half of physicians) affect staff availability and scheduling operations. Administrative complexity — Specialist care often requires longer visits, specific equipment, or multi-provider coordination, making scheduling more complicated. Poor management leads to bottlenecks and inefficiencies, while reliance on manual scheduling increases errors, double-bookings and delays. Rising patient expectations — When patient volumes are high, keeping patient access running smoothly is challenging. Patients now expect healthcare to function like other service industries, with digital scheduling, same-day appointments and clear communication. Appointment scheduling software is key to delivering on those expectations while maintaining operational efficiency. No-shows and cancellations — Missed appointments create inefficiencies, disrupt workflows and lead to revenue loss, while last-minute cancellations create costly gaps in the schedule. They're a drain on resources that providers can't afford. Without an effective waitlist or rebooking system, providers miss opportunities to help patients and bring in more revenue. Benefits of patient appointment scheduling software in healthcare Self-service patient scheduling tools address many of these challenges by allowing patients to book, cancel and reschedule appointments online and on their schedule. It's convenient for patients, while alleviating the burden on staff. Patient Schedule, Experian Health's online scheduling platform, takes a two-pronged approach. With Patient Schedule – Online Scheduling, new and returning patients can book appointments at any time, from any device. Automated integration with provider calendars and business rules prevents patients from booking the wrong appointment type. It updates immediately when a cancellation occurs, so patients are shown real-time availability and can see their doctor sooner. And for those that need more assistance or prefer to speak to an agent, Patient Schedule – Call Center Scheduling uses sophisticated decision technology to help call center staff schedule faster and more accurately. Automated prompts guide staff through the conversation, so teams can easily find the right providers based on an organization's business rules. Together, these tools allow providers to increase their capacity and improve patient engagement. Discover how IU Health used guided scheduling to transform operations, which resulted in a 114% increase in patient utilization within one year. Patient Schedule by the numbers: Up to 50% reduction in scheduling time, thanks to fast and efficient guided search Staff training is completed in just one hour, so they can start taking calls the same day 89% patient show rate as a result of automated reminders 32% more patients scheduled monthly, as self-scheduling attracts patients and increases market share. The growing importance of patient appointment scheduling software With 89% of patients saying they value the opportunity to book appointments anytime, via online or mobile tools, patient appointment scheduling software is fast becoming a competitive advantage. As more healthcare organizations adopt these automated scheduling tools to streamline booking, reduce no-shows and improve access, those relying on outdated manual systems risk losing patients to other providers and falling behind. Streamlining administrative tasks with digital patient intake solutions The State of Patient Access survey found that 63% of providers offered self-scheduling in 2024, up from 40% in 2022. With a further 16% planning to onboard self-scheduling software, the future looks bright for patients who want to call time on slow and outdated booking systems. However, patient scheduling software is only one piece of the patient access puzzle. When integrated with other automated registration and intake tools, scheduling software reduces paperwork, minimizes errors and accelerates check-in. For example, Registration Accelerator allows patients to complete forms, verify insurance and update their contact information before arrival, while Patient Payment Estimates cut the confusion around medical costs. This means that from the moment an appointment is scheduled, staff can focus on patient care, rather than administrative tasks. With the right digital solutions, patients can take control of these processes themselves – wherever and whenever is most convenient. Find out more about how Experian Health's patient appointment scheduling software can simplify and accelerate patient access. 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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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. 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

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. 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

Collecting payments from patients has always been tough. Confusing bills, missed reminders and affordability concerns often lead to delays. Billing teams get bogged down in follow-up calls and paperwork, leaving little time for complex cases and a big question mark over whether they're using their time efficiently. As patients shoulder a greater share of their healthcare costs, there's increased pressure to make billing more accessible, transparent and manageable. Could automation be the answer? This article looks at how automation can simplify patient collections for everyone. With faster reminders, more accurate estimates, tailored payment plans and efficient collections management, providers can improve the patient experience and increase collections simultaneously. The importance of automation in patient collections One of the biggest frustrations for billing staff is seeing patients struggle to pay their bills. Medical costs can be daunting, and as patients are confronted with rising prices at the gas pumps and grocery stores, they may feel forced to delay healthcare payments or forego care altogether. Complicated bills with unclear charges and terminology only compound the problem: Experian Health's 2024 State of Patient Access (SOPA) survey found that 69% of providers see patients postpone services when they don't understand the financial impact. Many patients are able to pay their bills, but need clearer and more flexible payment options. In their attempts to support patients, billing teams spend a lot of time managing routine tasks like sending reminders, setting up payment plans and fielding questions about bills and unresolved insurance issues. What if these tasks could be handled automatically? There are opportunities to take advantage of automation, advanced data analytics and artificial intelligence in just about every corner of the collections process. Providers integrating automation in patient collections find it easier to help patients keep up with payments and maintain a steady cash flow — without draining staff resources. The benefits of automation for patient collections Here is a run-down of a few key automation benefits for patient collections: 1. Clearer billing, which boosts better cash flow In the SOPA survey, 88% of providers recognized that upfront price estimates contribute to collections success. Automation makes it easier to calculate accurate estimates based on the provider's current prices and the patient's specific insurance benefits. With user-friendly bills, patients can quickly grasp what they owe without needing to ask their provider for clarification. Automated systems can also issue friendly reminders to patients via text or email so they don't miss payment deadlines. Including quick payment links allows patients to click and pay in an instant. 2. Personalized payment options, which create a compassionate and convenient patient experience A survey by Experian Health and PYMNTs found that patients welcome tailored payment plans that allow them to pay their bills in stages. This is backed up by SOPA findings, which show that 40% of providers have seen reduced friction in patient intake thanks to payment plans. Automation can be used to calculate customized options that fit different budgets. Aligning payment plans to the patients' ability to pay improves the consumer experience and minimizes bad debt. Today's consumers want to choose how they pay for care, yet many providers lack the online and mobile-enabled payment options to support fast and convenient payments. With automation, healthcare organizations can enable multiple secure payment methods across their services and departments, giving patients more hassle-free ways to pay. 3. Increased efficiency, which reduces the admin burden for staff With automation handling routine billing tasks, staff can spend less time on paperwork and more time on patient care, leading to a more efficient and patient-focused service. Overall, automation creates a smoother billing experience. Patients appreciate clear information, convenient payment options, and timely reminders, which makes them more satisfied with their care. Key tools and technologies for automating patient collections When building a toolkit for automated patient collections, providers can choose from a growing range of technologies. For example: 1. Analytics-based collections optimization One way to simplify patient collections is to use data analytics to screen, segment and prioritize self-pay accounts so that each one can be handled in the most efficient way. Collections Optimization Manager screens patient accounts for bankruptcy, deceased status, Medicaid, and charity so staff can focus on higher-yield accounts. After screening, accounts are given a score based on the patient's propensity to pay and then routed to the most appropriate servicing channel. Users can access real-time dashboards and expert consultancy support to monitor and improve collections strategies. This improves the experience for patients, reduces repetitive manual work for staff, and maximizes collections while reducing the overall cost to collect. See it in action: How Wooster Community Hospital collected $3.8M in patient balances with Collections Optimization Manager 2. Financial aid automation Many patients with high out-of-pocket costs and co-pays are unaware that they might be eligible for financial assistance. By using Experian’s comprehensive data, Patient Financial Clearance automatically determines which patients may qualify for financial assistance and even auto-enrolls them in relevant programs. To make this process as easy as possible for patients, the tool prompts them to complete applications whenever it is convenient, either online or through their smartphones. This releases staff from time-consuming manual work and accelerates approvals and payments. In addition, the tool creates individualized payment plans that account for what the patient is likely to be able to afford, thus helping providers collect from patients who do not qualify for charity support, too. See it in action: How Eskenazi Health boosted Medicaid approvals by 111% with financial aid automation 3. Automated upfront, accurate estimates For patients with out-of-pocket bills, getting ahead of any surprise charges with accurate pre-service estimates is essential. Patient Estimates is a web-based pricing tool that pulls together every last detail about chargemaster pricing, payer contracts, insurance benefits and financial assistance policies to generate an accurate estimate for patients. It applies any prompt-pay discounts or payment plans so the patient knows what to expect. Helping patients understand and prepare for forthcoming bills smooths out the payment process and leads to more revenue being collected, sooner. 4. Digitally enabled payment technology The patient-friendly collections experience can be rounded out by offering a choice of digital-first payment methods. PaymentSafe® allows providers to securely accept patient payments at any time, expanding the number of collection points available to patients. The tool automatically integrates data from across the payments ecosystem to pre-populate fields in the patients' accounts, allowing them to pay multiple bills at once, and automatically settles and remits payments. Making it easy for patients to pay accelerates payments, including before and at the point of service. The future of patient collections through automation Bringing together automation and patient collections will continue to simplify and make these processes more patient-friendly. Automation and digital tools will enable more self-service options, making it easy for patients to manage bills, choose payment plans, and make payments at their convenience. Moving toward greater transparency and personalization will also give patients more control. Emerging technologies such as predictive analytics, machine learning and artificial intelligence will give providers greater insights into their patients' financial needs, so they can offer proactive and compassionate support to navigate the process. As these trends gather steam, patient collections will become faster, more adaptable and better aligned with the needs of today's healthcare consumers. 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