Tag: patient schedule

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

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

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

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

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

Outdated scheduling systems, endless phone calls and clunky user digital interfaces cause friction – for both patients and staff. The result? Frustrated patients, no-shows, unused appointment time slots and a hit to bottom lines. Patients want to see their provider quickly, and they don't want to jump through hoops to make an appointment. Online patient scheduling software may be the solution. In Experian Health's 2024 State of Patient Access survey, nearly 8 in 10 patients who reported being unhappy with their provider experience blamed waiting for an appointment as a top frustration. And 89% of patients said they want to schedule their appointments online or using a mobile device. Unsurprisingly, 61% of patients would consider switching to a healthcare provider that offers a patient portal or a digital front door. Now, 63% of providers report offering self-scheduling tools and another 16% plan to implement online patient scheduling in the next six months. But getting patients to use them is still a challenge. With online patient scheduling software, patients get the 24/7 access they crave, and healthcare organizations benefit from increased patient volume, improved staff efficiencies and revenue growth. Understanding online patient scheduling software To enable online patient self-scheduling, organizations need a platform that translates a provider's scheduling rules into an intuitive experience, guiding patients to the appropriate provider and appointment while keeping the provider in control of their calendar. This is achieved with Experian Health's Patient Schedule solution, through decision support and automated business rules that uphold best practices, regardless of how the appointment is booked. The platform then digitizes the scheduling workflow, handles various scheduling scenarios, and includes necessary pre-registration information for the right appointment. It streamlines the process, ensuring patients can easily communicate their needs and be routed to the correct provider. Providers can automate their scheduling protocols, ensuring patients only see available options. Online patient scheduling software puts patients in charge of managing appointments—on their own time. Tools like Patient Schedule integrate with practice systems, making it easy to coordinate care seamlessly. The software is customizable to an organization's scheduling rules, so patients only see the calendars and appointment types providers want them to see. New and returning patients can access systems in real time and find the appointment slots and providers they need easily. Patients can book, reschedule and cancel appointments, making no-shows less likely. Physician time is used wisely, schedule gaps are lessened and staff no longer has to waste valuable time confirming appointments. Instead, text messages, with their 98% open rate, facilitate fast and direct patient communication. Benefits of patient schedule software to hospitals More than 62% of healthcare workers consider patient scheduling to be one of the areas hit hardest by staff shortages. However, when patients have convenient, 24/7 access to patient scheduling software, it eases the burden on overburdened call center staff, administrative resources and operational costs. Patient scheduling software boosts retention of existing patients and makes it easier to acquire new patients. On average, providers using Experian Health's scheduling solution see 32% more patients per month, reduce scheduling time by 50% and enjoy an 89% patient show rate. Key features to look for in online patient scheduling software Patient scheduling software features should facilitate convenient and flexible patient scheduling while increasing care access, streamlining staff productivity and boosting operational efficiency. Here's a breakdown of key features to consider in online patient scheduling software. 1. User-friendly interface Old habits are hard to break. Experian Health data reports that more than half of providers (55%) find getting patients to use digital services to be one of their greatest challenges. Why? Some research indicates that 89% of patients are reluctant to use an online scheduler because they're either not aware of the service or feel they don’t have the computer skills to use it. Easy-to-use online scheduling is common for everyday tasks like booking dinner reservations. However, in healthcare, that's not always the case. Patients struggle to use slow systems and hard-to-navigate interfaces. To encourage widespread adoption, online patient scheduling software needs to be simple to set up, deploy, and use—for providers and patients. Tools like Patient Schedule easily automate scheduling workflows, allowing providers to define appointment criteria and sync with existing calendars. A platform with no login required, unique patient identification and mobile access makes it easy—and secure—for patients to find providers and schedule appointments. 2. Appointment reminders Relying on appointment reminder phone calls can drain your staff and the bottom line. Patients might miss calls, forget to return messages, lose reminder cards or forget about their appointments entirely. This leads to no-shows, time wasted on rescheduling and juggling physician calendars, decreased patient outcomes and reduced revenue. Automating appointment reminders by text or IVR with Patient Schedule makes it simple to send patients updates, confirm appointments, and maximize staff and physician time. Patients can book, reschedule, or cancel appointments in real time—even after business hours. When patients are in charge of their own schedule, no-shows decrease, and revenue goes up, not to mention improved patient outcomes and satisfaction. 3. Integration capabilities Seamless integration is key. Online patient scheduling software works best when it dovetails with practice management systems, electronic medical record (EMR) platforms and other operational technology. This ensures efficient scheduling, fewer gaps in physician schedules and the ability for providers and practice management to communicate effectively with patients throughout the entire patient journey. With the appropriate integration, patients are in control of their scheduling. Status updates are communicated in real time over text when a patient books, reschedules or cancels online – keeping everyone in the know. Patient Schedule's template rules allow providers to optimize their calendars to ensure patients schedule into the right time slots. Practice managers benefit from coordinated workflows and a holistic view of the entire schedule, making it easier to identify gaps. 4. Customization options There's no one-size-fits-all approach to online patient scheduling software. Whether integrating self-schedule into an existing online system or starting from scratch, the software solution should be tailored to every organization's requirements, goals and budget. When selecting a partner, it's important to consider the organization's needs carefully. What's the scope of use? Is it a small practice or a large hospital network? What existing systems will the online patient scheduling software need to integrate with? Is the online patient scheduling software replacing a large call center or a small support staff? For best results, look for flexible solutions that allow room to scale while accommodating changing healthcare environments and privacy needs. Factors to consider when choosing a solution To ensure a successful implementation of an online patient scheduling software solution, consider these additional factors: Accessibility features Staff training and onboarding requirements HIPAA compliance Privacy protection features Time to launch Cost to implement Ongoing technical support Case studies: Successful implementation stories Curious how Experian Health's Patient Schedule solution benefits healthcare organizations? Here's what two clients had to say: In practice: When Indiana University (IU) Health implemented Patient Schedule, they found that “the platform is very new patient-focused with new patients accounting for over 59% of Self Scheduling bookings.” Of those bookings, they saw an 87% show rate and found “around 64% of our patients self-scheduled during non-business hours.” Watch the webinar: See how IU Health used self-scheduling to manage increasing patient volumes with less staff – and gain insights on using digital scheduling to scale operations. In practice: CareMount Medical, a patient-centered organization, implemented online patient scheduling as part of a 24/7 access initiative, enabling real-time scheduling access across all of their providers and specialties. Read the case study: See how CareMount Medical used Patient Schedule to make it easier for patients to get in to see their provider, improve patient satisfaction and boost financial visibility. By adopting online patient scheduling, healthcare providers can streamline operations, improve patient satisfaction and deliver high-quality care. This solution speeds up staff training, streamlines scheduling time, improves patient no-show rates and increases patient volumes and retention. Ready to make the move to online patient scheduling? Contact Experian Health to get started. Learn more Contact us

Flu season is rapidly approaching, which means healthcare providers must ramp up their preparedness efforts. What can they do to ensure they're ready to meet the seasonal surge in demand? Recent data from the southern hemisphere, often a forecast of what's to come in the US, suggests that this year's flu season will likely be similar to last year. The CDC warns that while “we cannot predict what will happen in the United States this upcoming season, we know that flu has the potential to cause significant illness, hospitalizations and deaths.” With hundreds of thousands of people hospitalized each year, providers must find ways to prepare for rising patient volumes and manage the risk of infection among patients and staff to keep services running smoothly. Making it as easy as possible for patients to book and attend vaccination appointments will be critical. Digital patient access will be the key to streamlining patient care. Using digital tools to prepare for flu season 2024-25 As services face increasing pressure, digital and automated tools can help healthcare providers prepare for flu season by easing staff burdens. More patients mean more appointments to schedule, more registration forms to fill out and more people in waiting rooms. Opening the digital front door helps manage high volumes by allowing patients to complete more access tasks online and prevent bottlenecks. Here are three strategies to implement to support staff and patients through a challenging season: 1. Manage infection risk with online self-scheduling An online patient scheduling platform has two clear benefits – it relieves pressure on staff during busy times and gives providers control over patient flow. Fewer calls need to be made by call center agents. No-shows are less likely because patients can book, reschedule and cancel appointments, and receive automated reminders, which makes the best use of physicians' time. Online scheduling also plays a part in infection control as providers can incorporate screening protocols to identify patients with symptoms of COVID-19 or flu, and manage their onward care pathway appropriately. Empowering consumers to take control of their healthcare with a patient scheduling system might encourage vaccine registrations, which could help reduce the burden on health services when staffing shortages remain stubbornly high. What's more, patients now expect the flexibility and convenience of scheduling appointments at a time and place that suits them. Experian Health's 2024 State of Patient Access survey found that six in ten patients want more digital tools to manage their healthcare. This indicates a growing demand for easy, simple and transparent processes. Watch the webinar: See how IU Health used self-scheduling to manage increasing patient volumes with less staff – and gain insights on using digital scheduling to scale operations beyond flu season. 2. Offer mobile registration to manage demand Should patient volumes increase, patient access staff will be under even more pressure than usual. Anything that can reduce the administrative burden will be a win. Experian Health's Registration Accelerator allows patients to complete intake forms and insurance checks through their mobile devices before stepping through the door. Their details can be pre-filled automatically, reducing the risk of error. This creates a quicker, more efficient patient registration experience that minimizes issues for staff to resolve. Mobile-enabled registration is also far more appealing for patients, who'd rather complete registration from the comfort of home than sit in a waiting room filling out lengthy forms. Plus, it reduces in-person interactions, thus minimizing exposure to infection among staff and patients. Given that 89% of patients say digital or paperless pre-registration is important to them, providers that offer online patient intake solutions will have a clear advantage in attracting potential new customers during times of high demand. In practice: See how West Tennessee Healthcare replaced clipboards with clicks with Registration Accelerator. 3. Reduce no-shows and increase engagement with automated patient outreach Providers must communicate proactively with patients to keep them in the loop as the situation evolves. With an open rate of 98%, text messages are a direct and convenient way to communicate quickly with patients. Automated patient outreach can increase vaccination rates by notifying patients about flu shot availability and offering a direct link to schedule an appointment. Automated reminders reduce no-show rates and help ensure no slot goes unused as patient volumes increase. Messages can also include tailored instructions for specific at-risk groups to emphasize the importance of timely vaccination and provide directions. This approach helps manage patient flow, increase patient satisfaction and ensure providers are prepared for the seasonal surge. Contact Experian Health today to learn how digital patient access solutions can help healthcare providers prepare for flu season in 2024. Learn more Contact us

Improving patient access is often a heavy lift for healthcare providers thanks to staffing shortages, lack of thorough staff training, inefficient processes and more. Experian Health's State of Patient Access 2024 survey found that curating accurate patient information also continues to be a challenge, which is the primary cause of denied claims for almost half (49%) of healthcare providers. Meanwhile, patients themselves are growing frustrated and are increasingly demanding better access. The same Experian Health survey revealed that patients want self-service, on-demand mobile scheduling, faster access to doctors and more digital channels for managing their healthcare. They also want more communication, faster service and easy-to-use digital platforms. After all, why shouldn't managing access to healthcare be as easy as booking a flight online? Here's a closer look at some of the key findings: 89% of patients want self-service scheduling 85% dislike manually filling out repetitive intake paperwork 96% want a cost estimate before their treatment Unfortunately, today's healthcare industry is often plagued by a highly complex interplay between people, processes, environment and technologies. Providers are hamstrung by outdated and siloed procedures. From laborious patient registration to by-hand claims processing, workarounds and manual tasks are inherent in their systems – making it challenging to fully meet patient needs. The new healthcare rally cry: Better patient access It's clear that an innovative response to revenue cycle management and patient access is needed, and needed soon. Providers have heard the message from patients - they want more self-serve access, like streamlined scheduling, on-demand service and user-friendly technology. That's where patient access software comes in. How patient access software benefits patients By leveraging modern digital tools, patient access software offers patients more speed, convenience and control over their healthcare experience. Patients now have 24/7 access to live online appointment scheduling, registration forms, test results, bill pay and more. Automated patient estimates provide clear, upfront information about the cost of medical services. Patients can also use this software to communicate with their providers. When patients feel more involved in their healthcare journey, outcomes tend to be better, too. Here's a closer look at how patient access software helps patients: Online patient scheduling offers self-service convenience and the flexibility to schedule from any digital device. Patients can reschedule or cancel appointments online. These tools eliminate the need for lengthy office phone calls and allow patients to book appointments at their convenience. Patient intake solutions create better registration experiences by allowing patients to complete registration forms anywhere and anytime. This makes check-in easier and faster. Better technology streamlines the patient experience by removing the frustration of repetitious, manual paperwork. An Experian Health study showed that patients spend an average of $675 a year on surprise medical bills, with nearly half spending more than they can afford, thanks to inaccurate estimates. Tools like Patient Financial Advisor can help patients get accurate out-of-pocket estimates, while providing them with personalized payment plans and the ability to pay bills online. What's in it for providers? Better patient access solutions offer healthcare providers countless benefits. In addition to fostering continuous engagement with patients, providers benefit from streamlined administrative processes, reduced appointment no-shows and optimized scheduling. Plus, facilitating better patient engagement and satisfaction tends to improve health outcomes and strengthen patient-provider relationships. Providers that leverage AI and automation also reduce the burden on overworked staff and enhance revenue cycle efficiency, eliminate error-prone manual entry and increase revenue. Here's how implementing patient access software helps healthcare providers: Automated insurance verification and eligibility tools eliminate the costly human errors that cause claim denials and payment delays. These platforms can verify a patient's insurance coverage and benefits in seconds, ensuring accurate reimbursements and lower bad debt. Electronic prior authorization solutions automate pre-authorization inquiries and lessen the volume of claim rejections. Pre-authorizations are one of the three most common reasons for reimbursement denials. Patient payment estimates provide clear, upfront information about the cost of medical services. These tools create a sense of accountability in patients who understand their financial responsibilities before receiving care. Automating this step at patient intake reduces the administrative burden on healthcare staff. It also increases the likelihood that providers get paid and sets the stage for more effective collections when needed. Improved patient access is a win-win, and better technology is at the heart of patient-centered healthcare. Patient access software is integral in enhancing the efficiency of healthcare delivery, improving patient satisfaction, and optimizing the revenue cycle for healthcare providers. These solutions encompass a variety of technologies and processes designed to facilitate better communication, streamline administrative tasks and ensure timely access to care. Experian Health offers a suite of patient access software that streamlines the entire patient journey from start to finish.  Contact us to learn how these solutions can help healthcare organizations reduce manual errors, decrease claim denials and improve patient experiences.  Patient Access Software Contact us

Could healthcare organizations be doing more to open their digital front door? According to a 2024 study by HIMSS researchers, hospitals that embrace digital technology see stronger patient experience outcomes. This aligns with Experian Health's most recent State of Patient Access (SOPA) survey, in which patients and providers agreed that patient access had improved thanks to digital technology. Adoption of digital health technology accelerated in response to COVID-19, as healthcare organizations sought to manage demand and facilitate “contactless” access to care. Telehealth, mobile apps and patient portals gave patients more control over their health while allowing providers to deliver more personalized and efficient care. With over half of healthcare providers and nearly a third of patients acknowledging improvements in access since before the pandemic, it's clear that offering more digital options is a powerful strategy to improve patient engagement and streamline access. Progress is encouraging, but there are always opportunities to do more. What is healthcare's digital front door? Healthcare's “digital front door” includes all the digital channels through which patients access care, such as websites, patient portals, mobile registration and payment apps, telehealth platforms and online scheduling tools. The goals are to create convenient and user-friendly entry points for patients to engage with their providers, use online tools to expand access, improve patient satisfaction, and increase operational efficiency. Why a digital front door is crucial for healthcare providers When asked why they believe patient access has improved since before the pandemic, the top four reasons given by patients all relate to scheduling and registration processes: Being able to see a doctor quickly (72% agreed) Checking in and registration (61% agreed) Scheduling appointments (58% agreed) Finding appointments that work with their schedule (57% agreed). In other words, patient access improves when providers open the digital front door. Alex Harwitz, VP, Digital Front Door, at Experian Health, explains that for providers, this equates to two major benefits: 1. Improves patient engagement Harwitz says that putting access in the hands of patients gives patients more flexibility and choice about how and when they book appointments, fill out registration forms and pay for care. “There's a growing demand for easy, accessible healthcare, and opening the digital front door is how we meet it. Digital tools use automation and data analytics to create a more personalized and convenient patient experience, making it easier for patients to remember appointments, adhere to treatment plans and manage their financial obligations,” he says. “That's huge for busy households. The to-do list just got a lot shorter, so it's easier for them to engage.” 2. Streamlines patient access A second key benefit is reducing friction and bloat in patient access workflows. Harwitz says, “By expanding their online offerings, providers not only make it easier for patients to see their doctor sooner, but they also reduce demand on front office staff. Self-service options, performance reporting and data insights allow providers to allocate resources more effectively. It’s about making sure everyone gets the right support at the right time, whether that's online or in the office.” Getting the patient journey off on a strong footing also pays dividends throughout the rest of the revenue cycle: with fewer errors and faster throughput, collections and claims management improve, too. Read more: How patient access technology is transforming the healthcare revenue cycle Key components of a digital front door As more providers offer online patient access, competition for the digital front door is increasing. With 60% of patients looking for more digital and mobile options to meet with providers, schedule appointments, and manage bills and payments, these would be smart areas to prioritize for a competitive advantage. Here's what that might look like: 1. Cut paperwork and calls with self-service scheduling and mobile registration It should come as no surprise that a vast majority of patients say they do not like repetitive paperwork. Online and mobile-enabled scheduling and registration reduce form-filling and lengthy calls. For example, Patient Schedule gives patients a platform to book, cancel and reschedule appointments with ease, anytime and anywhere. Appointments are matched to patients' needs so no slots are wasted and patients see their doctor sooner. Mobile registration increases bookings further. With Registration Accelerator, patients receive a text that prompts them to scan their identity and insurance cards, so they don't need to wait in line to fill out forms. Validating their data from the start also improves billing accuracy and reduces the risk of downstream denials. 2. Make it easier to pay for care Simplifying the financial experience is a major component in opening the digital front door. Patients are worried about the cost of care and say that having accurate price estimates before treatment helps them plan for bills. With Patient Payment Estimates, providers can give patients accurate, upfront estimates of their out-of-pocket costs, while tools like Patient Financial Clearance can help direct them to appropriate payment plans. It's also important to make the actual payment process as straightforward as possible. Accepting payments 24/7 from any device allows patients to pay promptly and helps providers avoid bad debt. Checklist: 5 patient-friendly billing practices to accelerate collections 3. Communicate clearly for a great first impression At its core, opening the digital front door is about creating a welcoming first impression for patients. Patients don't want confusing instructions or radio silence when they have questions. They want proactive, helpful and clear communications. One of the benefits of digital tools is having the data and automation capabilities to send patients timely and personalized messages and reminders using their preferred channels. They can also drive targeted outreach campaigns using text messages and interactive voice responses to encourage patients to book appointments and make payments. The future of healthcare's digital front door These are just a few examples of how providers can expand their digital offerings to make it easier for patients to access care. But what will the digital welcome mat look like in the future? Advances in artificial intelligence, digital apps and wearable tech will transform the way patients interact with their providers. Hockey-stick growth in data generation will make data security and interoperability non-negotiable. It's a big ask of providers. Partnering with an expert third-party vendor will help digitally forward organizations remain responsive and adaptable. Find out more about how Experian Health helps providers open their digital front door with mobile scheduling, registration and payments.