Tag: patient schedule

Hospital admissions for COVID-19 increased by almost 92% between the last week in July 2023 and the last week in August 2023, according to figures published by the Centers for Disease Control and Prevention (CDC). It is worth noting that this time last year, the numbers were double what they are now. However, it is important to acknowledge that the virus is still evolving. Demand for services may be unpredictable over the coming months, so providers will need to position their teams to adapt to changing patient volumes and staff absences. Additionally, seasonal flu vaccination programs are underway, putting extra pressure on patient access. Now is the perfect opportunity for healthcare providers to reassess and streamline patient intake processses. This article looks specifically at how online scheduling for patients can help providers prepare for the unexpected this fall. Rethinking patient intake Online scheduling helps providers create a more efficient patient access experience by allowing patients to schedule appointments from home, instead of by phone or in person. It's more convenient for patients, limits exposure to infection and reduces the administrative burden on front office staff. Understandably, some providers without online scheduling software in place may worry about implementing new tools during the busiest time of year. They may see it as a “nice to have” to deploy when demand is more stable. But this is a false economy: any time saved by postponing the switch to online scheduling will be lost to costly inefficiencies over the hectic winter period. It's crucial to start the process now, before the stress hits. In a 2022 evaluation of self-scheduling processes at the Mayo Clinic, the authors describe themselves as “fortunate to have the self-triage and self-schedule process in place during the unanticipated surge of COVID variant omicron in the winter of 2021-2022.” The organization saw utilization of self-scheduling for COVID-19 tests increase from 4% of appointments booked in December 2020 to 44% in January 2022, saving thousands of hours of staff time, reducing no-shows and streamlining the patient experience. Get more benefits from online scheduling with a tailored approach Switching to online scheduling doesn't have to be complicated. To simplify implementation, providers should focus on how online scheduling can support their organization's specific operational challenges and goals. Choosing a solution that integrates with existing practice management and hospital information systems will also ensure implementation is as frictionless as possible. Here are a few examples of ways to maximize the benefits of online scheduling for their organization: 1. Create screening questionnaires to manage demand Screening questionnaires can be given to patients as soon as the log in to book appointments for specific services. Their answers can then be used to determine the appropriate appointment type and guide patients to their next step quickly and efficiently. Clinical needs, billing requirements, and patient preferences (such as the need for an accessible location or interpreter), can all be managed automatically.It's an effective strategy to manage demand for high throughput and routine services that are less likely to need staff assessment, such as COVID-19 testing or flu vaccinations. In the Mayo Clinic example, self-scheduling took just 3.1 minutes for asymptomatic patients, increasing to just 5.8 minutes for symptomatic patients who self-triaged with a screening questionnaire. 2. Use guided search to direct patients to virtual services Online scheduling can also guide patients to appropriate and convenient services they may not otherwise have considered, such as virtual care. Virtual care proved its value at the height of the pandemic, and while utilization has levelled off, providers should not see this as a lack of appetite for digitally-enabled care among patients. In Experian Health's State of Patient Access survey 2023, 56% of patients said they wanted more digital options for managing healthcare. Respondents (particularly younger patients) listed mobile scheduling for telehealth appointments among their expectations of the digital front door.The recent explosion in digital health companies offering at-home care solutions also speaks to patient demand for virtual services. Established providers should look to expand and promote their digital offerings, or risk losing their competitive edge. Leveraging the incumbent advantage is a move to make now, while new players are still finding their feet. One effective method to achieve this is by directing patients to existing virtual services through an online scheduling platform. 3. Eliminate walk-in traffic at urgent care centers Urgent care centers are the 'doctor of choice' for many patients, with patient volumes increasing by 60% since 2019, according to the Urgent Care Association. If COVID-19 and seasonal flu cases collide over the winter, urgent care centers may become overwhelmed by patients with both infections. Urgent care center managers may want to consider switching to an appointment-only system, where appointments must be scheduled online or by phone. This helps reduce the number of in-person visits and walk-in traffic, which will not only help prevent spread of infection, but also contribute to a better patient experience.Online self-scheduling also eases pressure on urgent care centers in another important way. Allowing patients to book their own appointments reduces the risk of cancellations and no-shows. This proactive approach prevents delays in care, effectively bridging gaps that can potentially escalate into costlier and riskier emergency situations. 4. Extend staffing capacity with real-time resource allocation Experian Health's data shows that between June 2022 and June 2023, providers that used Patient Schedule saw an average of 40% of patients book appointments after hours, saving hours of administrative time. Efficiencies on this scale will be invaluable, should COVID-19 or seasonal flu cases trigger a rise in patient volumes and staff absences.Patient Schedule automatically optimizes patient and provider capacity in real-time. Scheduling rules based on providers' calendars, appointment types and business needs are built into the platform, so that patients only see the available appointments based on those rules. The tool gathers calendar inventory from across multiple providers for a comprehensive view of network capacity, to make even better use of available staff time. The calendar inventory can cover an entire care team, such as a physician, physician assistant and nurse practitioners. This frees up staff to focus on other administrative tasks and assist patients with additional needs. Get ahead of winter pressure points with online self-scheduling These are just a few examples of how providers can use online patient scheduling to zero in on their own operational priorities, make life easier for schedulers and patients, and ease pressure on services over the coming months. Contact Experian Health today to explore self-scheduling options and immediately boost your service capacity.

Humans increasingly benefit from the convenience of a self-service world. Thanks to the internet and companies like Amazon, online digital interactions yield an almost immediate result. It's a standard consumers have adapted to and unconsciously expect from every service provider, whether it's same-day grocery delivery or scheduling the next doctor's appointment. Today's gold standard for most services is a few clicks with a favorite handheld digital device. But when it comes to healthcare, sometimes expectations don't meet reality. Healthcare providers must accommodate patient expectations by opening a digital front door. Despite the complexities inherent in American healthcare, patients increasingly demand a frictionless online experience where they manage their care at their leisure. Clarissa Riggins, Chief Product Officer at Experian Health, says, “Patients have increasingly high expectations for easy and efficient tech-enabled solutions when it comes to accessing healthcare services. They seek convenient self-scheduling options, accurate cost estimates, and the ability to pre-register through their smartphones.” Understanding the need for a digital front door in healthcare Healthcare's digital front door is a set of online tools that enable patients to manage their care. These tools began growing in popularity during COVID, when the necessity of limiting physical interactions drove many patients to online healthcare alternatives. These digital encounters further increased patient expectations of a seamless healthcare experience from scheduling to service delivery to payment. Meeting patient demand for digital services Increasingly, the level of control that stems from online scheduling is what healthcare customers demand. Digital tools used to book appointments, register for care, and make payments are becoming a norm across the healthcare continuum. Survey results from the State of Patient Access 2023 found that some of the most important digital services for patients that drive a positive experience include being able to schedule appointments online or via a mobile device (76%), having an online/mobile option for payments (72%), and more digital options for managing healthcare (56%). Clarissa Riggins points out the gap between these expectations and the reality of most patient experiences, stating, “In general, findings seem to show progress has stalled when it comes to making patient access functions like scheduling, registration, coverage verification, and cost estimates more efficient.” Yet providers seem aware of their patient's interest in seeing more, not fewer, digital front door tools in healthcare delivery. The State of Patient Access 2023 report shows 86% of healthcare providers want their organizations to improve by adopting digital front door software. Riggins says, “But provider's motivation is not necessarily generating action.” Patients are growing frustrated; nearly half say they can't find appointments to fit their schedule, and 40% complain that even trying to schedule with a doctor is challenging. Today, 87% of patients perceive the across-the-board accessibility of their healthcare practitioners as a problem. Digital front door software is healthcare's solution to provider shortages, decreasing access, and our patient's on-demand scheduling requirements. Patients and doctors want digital front door software to increase access to care Patients are turning to providers who use automated solutions. Recent data from Experian Health and PYMNTS found that a third of patients chose to fill out registration forms for their most recent healthcare visit using digital methods, and 61% of patients said they'd consider changing healthcare providers to one that offers a patient portal. A prior study showed 44% of patients say they prefer to receive test results via a secure online hub. While staffing shortages certainly impact the ability to schedule care, Riggins points out, “Since patients associate 'access' with their ability to see a provider quickly, it makes sense that, without technology in place, staffing shortages will negatively impact the consumer experience.” It's a good point; nearly 40% of healthcare providers say technology solutions like digital front door software offset staffing shortages. Healthcare patients demand digital front door access and their doctors agree. But healthcare organizations are lagging in implementing these tools. Where is the disconnect? Eliminating the tedious human tasks that accompany manual patient registration, automating accurate price estimates, or offering patients one-click, convenient payment options, will free up staff to focus on key initiatives. Not to mention that these digital innovations will give patients and providers what they want. Perhaps the lag in implementing healthcare digital front doors occurs because these organizations find digital transformation daunting. But healthcare providers can work with a third-party trusted advisor with the right expertise to make the transition to digital front door software. Utilize mobile and self-service scheduling Experian Health specializes in opening healthcare's digital front door, beginning at the front door of any practice. Automated patient scheduling gives patients 24/7 control over when they visit doctors. Easy one-click functionality in a comfortable user interface allows patients to reach the right doctor at the best time for everyone. For providers, this kind of digital front door software alleviates the pressure on overburdened scheduling staff by moving these processes to a self-service online environment. Provide a better registration experience Experian Health's registration software also takes the next step, inviting patients through the digital front door by simplifying and streamlining intake. Healthcare organizations can create a better registration experience and increase patient booking with text-to-mobile registration. Two-way automated communications with patients decrease no-shows and engage patients at every step of their journey. For new and existing patients, automated cost estimates with easy payment options let them know their obligations to a healthcare practice, increasing co-pay collections while lessening burdens on providers and staff. Communicate costs upfront Communicating the costs associated with healthcare delivery is a critically important step toward improving patient experience. Experian Health's State of Patient Access survey found that nearly 90% of patients want an accurate pre-treatment estimate, but less than a third receive one. That's why Experian Health expanded their digital front door software to include tools like Patient Estimates and Patient Financial Advisor. These tools creates true price transparency between healthcare providers and their patients. Providing a patient with an on-demand, clear, accurate cost estimate for healthcare should be a standard part of the care delivery paradigm. These solutions automate this process so that every customer understands the costs associated with receiving care. The bottom line There is evidence now that patients want a digital front door to improve access to care. They want to retake control of their health and do it from their preferred digital device. Experian Health has a set of digital front door tools that brings healthcare consumers exactly what they want while lowering provider staffing costs. Adopting innovative digital solutions is no longer an “if” proposition; healthcare customers have shown they will seek out new providers if their scheduling, registration, and payment processes are not seamless. This shift in the consumerism of our healthcare services means that healthcare organizations face a strategic imperative to open the digital front door—or lose patients to the competition.  Contact Experian Health to learn we help organizations open their digital front door with automated patient access solutions.

After a brief hiatus, the COVID-19 virus is reemerging, just in time for cold and flu season. According to the Centers for Disease Control and Prevention (CDC) July numbers show COVID-related hospitalizations are ticking upward. A spokesperson from the agency said this is the first notable acceleration of the illness in 2023. In these challenging times, healthcare providers prepare for the next COVID-19 surge. While the American healthcare system struggled just three years ago to cope with COVID-19 as a black swan event, these organizations now have the perspective that comes from hard-earned experience. They also have the potential benefit of time. It makes sense to take the lessons learned from the 2020 crisis and apply best practices to prepare for a COVID-19 resurgence. A new survey shows healthcare teams still struggling with burnout from the last COVID uptick. By leveraging technology and implementing best practices, providers can streamline processes, improve patient access, and alleviate burdens on healthcare staff. Let's explore how digital solutions such as online self-service scheduling, mobile-first registration, and patient portals can help healthcare organizations prepare for the next wave of COVID-19. COVID lesson #1: Online self-service scheduling offers key benefits for patients and staff During the previous COVID-19 outbreak, online self-service scheduling proved to be crucial in mitigating the spread of the virus. Not only did it improve the experience for patients and healthcare staff, but it also reduced the volume of visitors to emergency rooms and prevented sick individuals from congregating in waiting rooms. While self-service patient registration isn't just for a pandemic, COVID-19 clearly illustrated the critical need for digital patient intake solutions. A recent Experian Health survey showed seven of ten patients prefer self-service appointment scheduling. Forbes says, “Scheduling options are now a must-have feature for hospital and health systems…Health systems that do not offer online patient scheduling will not only be left behind but will be left out.” With the potential for an additional COVID upsurge in the future, health providers must also consider the benefits for staff of offering online patient scheduling options. They include: Fewer manual tasks associated with patient registration Real-time scheduling information that streamlines workflows Reduced patient no-shows Improves team communication and closes care gaps Automates unnecessary administrative functions COVID lesson #2: Mobile-first registration increases patient access and satisfaction The Experian Health State of Patient Access 2023 shows increasing the convenience of patient access is the quickest way to improve customer satisfaction scores. The survey showed access to provider care is challenging post-pandemic; four in ten say access has worsened because of scheduling. These challenges are always more daunting during high utilization—such as during the COVID-19 pandemic. As healthcare providers prepare for a COVID surge during flu season, adopting a mobile-centric registration accelerator solution can empower patients and streamline the registration process. Patients can complete registration safely and conveniently in their homes without spending time in a waiting room. Providers benefit from this online solution with reduced paperwork, automation of manual tasks such as appointment reminders, and a lightened workload. Implementing mobile-first registration not only improves patient satisfaction but also eases the burden on healthcare staff. Patients that use these solutions reduce practice call volumes by 50%. COVID lesson #3: Patient portals streamline communication and engage patients Harnessing technology to streamline processes and alleviate burdensome tasks is crucial. Patient portals are revolutionizing healthcare by empowering patients and lightening the load on the system. The pandemic accelerated the use of patient portals. In 2020, the National Institute of Health (NIH) found less than half of insured adults used these tools. Today, the usage of online patient portals such as PatientSimple is much higher—and on the rise. A recent national survey shows even seniors are getting into online patient portals to access healthcare information; 78% of people aged 50 to 80 now use at least one of these online hubs. Five years ago, researchers say just 51% of this population used these tools. Leveraging a patient portal now before cold and flu season makes sense. Patients can use patient portals to manage common tasks such as: Pay balances up front with an on-file credit card Set up payment plans View test results Generate price estimates View statements and test results online Apply for charity care Communicate with providers The latest research from Experian Health and PYMNTS says two out of three consumers use patient portals to “streamline the medical journey,” while the remainder say they'd use these tools if their provider offered them. Online patient portals increase access and convenience for healthcare customers. However, there are just as many arguments in favor of providers investing in patient portals to benefit their staff.As COVID-19 cases rise, patient portals serve as critical information hubs, streamlining communication between providers and the patients they serve. Self-service portals ease pressure on overburdened care teams and upfront administrative staff. They also integrate with electronic health records (EHRs), streamlining the flow of personal health information (PHI) between providers and patients. It's a more engaging and effective experience for patients that lightens providers' workloads. As we move toward increasing COVID cases this fall, patient portals will be vitally important for everyone involved in the patient journey—including the patients themselves. Learn how Experian Health is helping care providers streamline their efficiencies with digital software and prepare for the next COVID surge.

Could patient access software be the 'most valuable player' in healthcare? Experian Health's annual State of Patient Access surveys show an upward trend in the use of digital tools and software to help minimize the hoops patients must jump through to access care. In the most recent, 46% of providers said they expected to increase their digital investment over the next six months. The business advantages around increased capacity, reduced cancellations, improved data accuracy and higher patient satisfaction make a strong case for investing in patient access software. This article looks at how patient access tools can solve for some of the most stubborn problems in patient scheduling, registration and payments. Finding the formula for frictionless patient access Revenue cycle management comes down to minimizing service utilization while maximizing revenue potential. This starts with patient access. Efficient scheduling, intake and financial processes means more patients get better care, sooner – and providers get paid for their services without delay. Patient access software includes a range of digital and self-service tools that allow patients to complete administrative patient intake tasks with ease. Appointment management, patient registration, patient outreach, and patient estimates and billing are common use cases for patient access software. These solutions use in-depth data and automation to pre-fill patient information, check data for accuracy and completeness, tailor patient communications and accelerate workflows. Advances in AI and machine learning are creating new opportunities to remove obstacles in patient access and boost patient satisfaction. 5 problems that can be solved with patient access software 1. Painfully slow scheduling operations  Problem: Too often, patient access processes are complex and time-consuming. Over time, small frustrations from errors, delays, and repetitive manual tasks can cause a significant decline in the patient experience. It's unsurprising that 56% of patients want digital options to manage care and speed things up. Solution: Patient access software makes it easier for patients to see their doctor without delay. For example, rather than being forced to call the provider's office and wait for an agent to check for an available slot, patients can use online scheduling software to book, reschedule and cancel appointments whenever suits them best. This also alleviates call center volumes, easing pressure on staff. 2. Error-prone registration processes Problem: Manual intake and registration systems are vulnerable to quality issues, resulting in denied claims, increased admin costs and delayed access to care. Illegible writing, incomplete insurance information and missing forms mean patients and staff must spend more time going back and forth to find and fix mistakes. And at the extreme end of the spectrum, data errors can lead to medical errors, with life-or-death consequences. Solution: Automated patient registration can pull patient data from reliable sources and fill out basic details ahead of time, reducing the need for manual data entry. Preventing avoidable errors in this way improves communication, workflows and profitability. For example, Registration Accelerator is a text-to-mobile patient intake solution that allows patients to complete appointment registration from the comfort of home. The patient takes a photo of their insurance card and driver's license, and then optical character recognition (OCR) technology automatically enters the correct information for insurance verification. The patient can review and sign authorization and consent forms, and confirm their appointments all at once, with just a few clicks. 3. Excessive (and growing) admin burdens and staffing shortages Problem: Patient access is admin heavy. This wastes valuable staff time and resources and diverts attention from patient care. With healthcare staffing shortages reaching emergency levels and patient volumes on the rise, providers must find ways to manage workloads while maintaining output. Solution: By automating administrative tasks and expanding self-service options, patient access software takes the pressure off busy teams. In Experian Health's survey, 36% of respondents reported that technological improvements offset staff shortages, by making better use of staff time and lowering operational costs. Automated prior authorizations are a good example of how digital tools can help tame the admin burden. This software generates real-time updates for multiple health plans, so staff no longer need to cross-reference individual payer policies and websites. It uses exception-based workflows and guided work queues to help staff prioritize their activities. Patient access tools can also issue performance reports, so staff can continue to find ways to work more efficiently. Cutting-edge technology also offers a less obvious but equally important competitive advantage – helping providers attract and retain high quality staff. 4. A patient experience that falls short of expectations Problem: Unnecessary administrative obstacles, unclear communication, and slow processes result in subpar patient experiences. More than 6 in 10 patients don't think their experiences have improved much in the last few years, despite the wider availability of digital patient access tools. Providers need a solution urgently, given that 56% of patients would switch providers for a better patient experience. Solution: With automation and self-service digital tools, providers can finally put patients in the driver's seat and deliver the patient-centered experience that has been promised for years. Patients say they want access and payment experiences to be convenient and transparent, with specific examples including: Accurate pre-care estimates Payment plans Digital payment options A multi-purpose portal Mobile access for scheduling, registration, communications and care Alex Harwitz, VP, Digital Front Door at Experian Health, says that while this list may seem daunting, providers have reason to be optimistic about delivering a better patient experience: “Patients want a lot from the digital front door, especially younger and digitally savvy consumers. Speed, convenience and compassion are through-lines in our patient surveys. As expectations increase, so does the pressure on providers to deliver. But the good news is that technology is advancing too. There's a wealth of patient access software ready to help optimize the patient experience. And you don't have to implement them all at once: Experian Health's patient access tools are specifically designed to work independently or in combination, for hassle-free implementation.” 5. Missed revenue opportunities Problem: Missed appointments, billing mistakes and operational inefficiencies lead to avoidable revenue leakage. A significant portion of denied claims occur earlier in the revenue cycle, so improving patient access processes should be top of the list when it comes to optimizing revenue. Solution: Revenue loss in patient access comes down to data errors, poor analytics and workflow inefficiencies. By leveraging the right software, front- and back-office teams can collaborate to resolve issues and enhance decision-making. Digital tools can also improve the patient billing and payment experience, so providers get paid promptly. Upfront price estimates, payment plan recommendations and one-click payment options can make it easier for patients to understand and pay their bills. Implementing transparent and empathetic billing procedures not only enhances patient satisfaction but also accelerates the collection process. With Experian Health's Patient Payment Solutions, providers can collect payments 24/7 via mobile, web and patient portals. Maximizing revenue opportunities while meeting the changing needs and expectations of healthcare consumers calls for smart patient access strategies. Find out more about how Experian Health's patient access software helps healthcare organizations lay the foundations for a solid revenue cycle and a positive patient experience.

Advances in medical treatments and technology are ushering in a new era of personalized healthcare. Each patient has their own distinct medical history, genetics, lifestyle and preferences, and it is increasingly clear that tailored care plans are essential to improve patient outcomes and elevate the overall experience. Personalized patient care has become more critical than ever, and is key to creating better patient experiences. Equally rapid transformations in data analytics, automations and machine learning have opened up new possibilities for non-clinical touchpoints in the patient journey. Providers can leverage digital tools to personalize everything from scheduling to payments, ensuring that patients get the right information at the right time. Targeted patient outreach and tailored payment plans are just two examples of how providers can use digital tools to foster better patient engagement without compromising efficiency – one patient at a time. Why does a personalized patient experience matter? Patient expectations have changed. Wearables, apps and a steady stream of health-related content on social media mean today's patients are better informed and increasingly engaged in their own health. They expect to be treated as equal partners, not as passive participants waiting to be told what to do by their doctor. Rather than one-size-fits-all communications, patients value proactive outreach and relevant reminders and prompts that help them move through their healthcare journey with as little friction as possible. They're also accustomed to “high-choice, high-convenience” digital experiences that tailor information to their specific needs and preferences. Digital consumer brands like Amazon and Google are moving into the healthcare space, leveraging their insights and technology to offer patients tailored medical solutions. To remain competitive in this changing landscape, providers must embrace a personalized approach to care. Aside from attracting higher patient satisfaction scores, a personalized patient experience also contributes to better health outcomes. For example, research shows that unclear post-discharge instructions result in preventable, unplanned, and high-cost follow-up care. Specific and relevant advice and reminders – communicated through the patient's preferred channels – can greatly reduce the risk of no-shows, delays and gaps in care. There are financial benefits too. As patients consistently report concerns about the cost of care, support to understand and manage bills can make a major difference in their propensity to pay. What does personalized patient care look like in practice? Clearly, there are practical limits to the level of personalization that can be offered. But with the right digital tools and data analytics, providers can segment groups of patients and deliver an experience that is sufficiently tailored so it feels like they have their own healthcare concierge. And rather than adding to the operational workload, the data analytics and automations that facilitate personalization can also streamline workflows and improve overall efficiency. In this way, tailoring the patient experience can contribute to a reduced manual workload, fewer errors and faster collections. Providers don't need to compromise efficiency for personalized patient experiences. Two specific areas that offer a high ROI are targeted patient outreach and tailored payment plans. Strategy 1: Targeted patient outreach Experian Health's State of Patient Access survey 2.0 showed that patients appreciate proactive outreach by providers, though many said this didn't always happen. With digital patient outreach solutions, communications can be tailored for different patient segments. Consumer data can allow patients to be grouped according to need, behavior and preferences, so they can be supported to move to the next step in their healthcare journey with ease. For example, patients with specific chronic diseases can be sent reminders for annual health checks. Those that may be due for regular cancer screening can be sent pre-appointment information. Providers can also engage patients with automated, timely messages through their preferred channels. At the individual level, self-service patient access tools and automations allow patients to book appointments when and where it suits them. Automated text message and interactive voice response campaigns can be used to issue links to patients so they can book right away. And automated appointment reminders are an easy way to ensure patients don't forget to attend, while minimizing the business impact. Strategy 2: Tailored payment plans and billing Patients worry about the growing burden of healthcare expenses. Generic payment plans that do not take account of individual patient circumstances can leave patients feeling unsupported and detached, so they're less likely to pay in full and on time. A more patient-centric approach can help patients manage bills and reduce the risk of bad debt. Digital technology can analyze patient financial information to anticipate the patient's propensity to pay and generate a customized payment plan. This should start with proactively issuing accurate estimates of the patient's financial responsibility. Patient Payment Estimates gives patients a simple breakdown of their costs, directly to their mobile. It draws on real-time price lists, payer contracts and relevant insurance details to maximize accuracy. Similarly, Patient Financial Advisor offers patients a text-to-mobile experience with a secure link to billing information, personalized payment plans and convenient payment methods. Those that can pay upfront in full can do so, while those that need a little more time or advice on financial assistance can be directed to the right pathway. Patient Financial Clearance helps determine the optimal payment plan by screening patients automatically before their appointment or at the time of service, to see if they qualify for charity support. Finally, offering a choice of payment methods rounds out a tailored financial offering. Personalized patient care: the key to greater patient satisfaction To sum up, integrating targeted outreach strategies and tailored financial support can help providers increase patient satisfaction, improve health outcomes and enhance financial performance. At the heart of a patient-centric approach should be a commitment to anticipating patient needs, by simplifying their healthcare journey and offering the flexibility and choice that have come to be expected. Explore Experian Health's suite of patient engagement solutions for more ideas on how to deliver a compassionate and personalized patient experience.

In today's digital world, it's easy to access information with just a click. But despite being constantly connected, many patients find themselves lacking the vital information they need to navigate their medical journey successfully. Waiting weeks or months for appointments and dealing with confusing medical jargon on forms can create additional stress. Additionally, limited office hours make it difficult for busy patients to receive important information. Closing the patient engagement gap is just as crucial for providers: delays and misunderstandings lead to scheduling gaps, poor productivity, missed reimbursement opportunities and costly no-shows. Automated patient outreach has the potential to eliminate these challenges. By implementing the right strategy, providers can establish better communication with patients, anticipate their needs, optimize care plans, and provide improved patient experiences. This approach allows staff resources to be utilized more efficiently and effectively, resulting in better health outcomes and financial performance. It's a win-win situation for both patients and providers. What is patient outreach? Patient outreach refers to proactive efforts by a healthcare organization to educate, inform and engage patients in their healthcare journey. Effective patient outreach strategies may include sending patients prompts for health checks, appointment reminders, test results, and information about billing and payment. Ideally, communication will be initiated through whichever channel the patient finds most convenient, whether it's a phone call, text message, email or patient portal. If patients are supported to stay engaged in their care, they will be more likely to adhere to care plans and take the necessary next steps. Leveraging the benefits of automated patient outreach While online self-scheduling, digital patient registration and contactless payment methods deliver the convenience and choice patients desire, automated patient outreach goes a step further to improve patient access and close more gaps in care. Interactive voice response (IVR) and text messaging (SMS) campaigns are helping providers reach out proactively and efficiently to scale scheduling efforts without pulling in additional staff resources. Here are just a few benefits that providers see as a result: 1. Extended outreach capabilities Automated patient outreach surpasses traditional call centers in its ability to effectively reach multiple patients with timely and accurate information. This advanced technology allows for thousands of automated calls per day, eliminating the need for manual facilitation by agents. For instance, SMS and IVR campaigns empower patients to self-schedule appointments without requiring a phone call. Call center agents can easily identify patients who have not booked appointments and follow up accordingly. For those who prefer booking by phone, automated outreach provides a queue callback feature, ensuring that patients are promptly connected to an available agent instead of waiting on hold. This allows agents to efficiently work through the queue. 2. Increased appointment bookings Reaching more patients means more booked appointments, and in turn, fewer gaps in care. Experian Health's patient outreach technology automates the entire scheduling process, from guiding patients to best-fit appointments to issuing reminders to reduce no-shows. Real-time scheduling information ensures that canceled slots are offered to other patients, so those patients can see their doctor sooner, and the doctor's time doesn't go to waste. Convenient self-scheduling options can also increase patient satisfaction and loyalty, which can benefit both patients and providers - by ensuring timely access to care and better use of healthcare resources. 3. Better adherence to treatment plans and fewer unplanned admissions Strategic communication can also help patients stick to medication schedules, book follow-up appointments and make lifestyle changes that will reduce the risk of complications and improve their health overall. This is particularly helpful for chronic disease management and post-operative care, where post-discharge engagement allows providers to monitor and catch any issues before symptoms get worse. A 2022 evaluation of automated text message outreach found that this technology can reduce the risk of 30-day hospital readmission by 41%. 4. Improved patient engagement and satisfaction In today's world, phone calls dominate healthcare communications. But is that always convenient for patients? What if they are at work when their provider calls? In such cases, would they prefer a text message or an email? With reliable consumer data, providers can select the channel that patients will be most likely to engage with. Experian Health's State of Patient Access survey 2.0 found that patients appreciate proactive outreach, though many say this doesn't always happen. Providers that can leverage consumer data, combined with automated outreach, will be better placed to keep pace with evolving consumer expectations. 5. Improved collection rates A final important benefit of patient outreach software is evident on provider balance sheets. Inbound and outbound calling with secure, cloud-based dialing software can generate and issue bill reminders and self-pay options to patients. Experian Health's PatientDial solution provides IVR, bill reminders and self-pay options, which reduce the need for agent interaction. If it's quick and easy to pay, then patients will be more likely to clear their bills in a timely manner. For providers, that means higher in-house collection rates and fewer accounts receivable days eating into the bottom line. In 2021, Experian Health's PatientDial solution helped clients collect over $50 million in patient collections, through more than 250,000 IVR transactions. The automated dialer featured helped our clients save 900,000 labor hours, which would have been otherwise spent in manual dialing. Key considerations when implementing automated patient outreach Building a successful patient outreach strategy can be challenging. It's crucial for providers to deliver timely and pertinent information without overwhelming patients already susceptible to information overload. It is crucial that communications are secure and compliant with privacy regulations such as HIPAA, and consistent with the provider's brand to avoid being mistaken for spam. Additionally, any new systems or technology implemented should be easy for both staff and patients to navigate. By choosing a patient outreach solution that offers a user-friendly interface and ongoing support, providers can ensure that staff hit the ground running. Find out more about how Experian Health's automated patient outreach solutions can help providers improve patient engagement and close more gaps in care.

Is the digitalization of patient access services losing momentum? Experian Health’s State of Patient Access 2023 survey suggests that both patients and providers feel there’s still work to do to open healthcare’s digital front door. Where are the gaps? And how can providers fulfill patients’ digital expectations? This article looks at the advantages of offering a digital patient access experience and three technologies that can help providers stay competitive and give patients what they need and want. What is healthcare’s digital front door? The term “digital front door” refers to the virtual gateway through which patients access healthcare services and information. It has become a synonym for patient access, encompassing the digital touchpoints patients interact with when they’re booking appointments, registering for care, verifying insurance eligibility, paying for services and checking their medical records. This can include a hospital’s website, mobile apps for registration and payment, patient portals, telemedicine platforms and online appointment scheduling systems. Digital services have become an integral part of daily life, and healthcare should be no different. Patients and providers alike are seeking streamlined ways to connect and engage. What are the benefits of opening healthcare’s digital front door?  According to the State of Patient Access survey, patients want one thing above all else: to see their doctor as soon as possible. More than three-quarters said online scheduling was a top priority. Being able to book appointments online sidesteps geographical and practical barriers to care, reduces wait times, and prevents more serious and costly health situations from arising. For providers, this is an effective route to patient loyalty as well as better health outcomes. Opening healthcare’s digital front door unlocks financial advantages, too. Registration forms can be pre-filled with verified patient data, eliminating the errors that can occur through manual processes. This saves time, effort and expense for patients and providers later. CAQH estimates that the efficiencies gained through automated processes across the entire revenue cycle, including patient access, could allow the medical industry to release savings of as much as $22.3 billion each year. As healthcare labor challenges continue, a third of providers also noted that digital technology can help offset staff shortages, easing pressure on staff by automating repetitive tasks. Clarissa Riggins, Chief Product Officer at Experian Health, says, "For those in the healthcare industry who have been hesitant about implementing technology due to fears about replacing workers, the current staffing shortage may be the catalyst they need to change." And with a wealth of insights about service utilization and staff workflows now at their fingertips, data-driven digital services can facilitate continuous operational improvements. Why has the digital momentum slowed? Despite these benefits, patients report a slowdown in the digitalization of patient access. While the acceleration of the adoption of digital services seen during the pandemic could be expected to level off, survey responses from patients and providers hint at a more significant dip. Only 17% of patients think patient access has improved over the last two years, and 47% of providers say it’s gotten worse. Riggins says, "Patients have increasingly high expectations for easy and efficient tech-enabled solutions when it comes to accessing healthcare services...The bottom line is providers must prioritize updating their technology to avoid being left behind. Patients, especially younger generations, are demanding a better 'digital front door' experience or they could look elsewhere for care. In fact, Experian Health's survey found that 56% of patients who believed the access experience was worse said they would switch providers because of it." How can healthcare providers improve their digital front door? Fulfilling patients’ digital expectations comes down to three things: 1. Quick and convenient self-scheduling Survey results show that 76% of patients want to schedule appointments online or via a mobile device. With Experian Health’s patient scheduling software, providers can offer patients the option to book, cancel and reschedule appointments from any device, at any time. This omnichannel platform acts as the central scheduling hub across an entire health system. Self-service scheduling and integrated text and IVR outreach campaigns reduce the number of calls to agents. And for those calls that are needed, guided search makes scheduling quicker and easier. 2. Mobile-enabled patient registration Data from Experian Health and PYMNTS found that a third of patients chose to fill out registration forms for their most recent healthcare visit using digital methods, while 61% said they’d consider switching providers to one that could let them manage care through a patient portal. Aside from boosting patient engagement, automated registration also reduces the risk of denied claims, by preventing data entry errors that occur during patient registration. With Experian Health’s patient intake software, providers can simplify registration for a better patient experience, reduced administrative costs and fewer denied claims. 3. Anytime, anywhere payments More than seven in ten patients say they want to be able to pay for healthcare using online or mobile methods. But before that, they also want to know in advance how much their bill is likely to be. The survey suggests that providers still struggle to deliver accurate, upfront cost estimates to patients. With tools like Patient Financial Advisor, Patient Estimates and self-service payment options, providers can help patients navigate the financial side of their healthcare journey, resulting in prompter payments and more positive reviews. Implementing new systems and tools can be daunting, but with the support of an expert vendor, providers can deliver the convenience and choice that patients demand in the most efficient and cost-effective way. As labor costs continue to rise, now is the time to invest in digital technology to ease pressure on staff, increase patient engagement and safeguard revenue going forward. Discover how Experian Health is helping to open healthcare’s digital front door with comprehensive patient access solutions.

How do patients rate their “patient access” experience? For most, the rating comes down to how quickly they can see their doctor – and many don't feel like their expectations are met. In December 2022, Experian Health surveyed more than 1000 adults who'd accessed care in the previous 12 months to gauge perceptions of patient access. Most think the experience remains unchanged or has gotten worse in the last two years, despite advancements and providers' heavy investments in technology.  Almost 8 in 10 of those patients say “seeing a doctor/practitioner quickly” is their biggest pain point. Other major factors include the level of friction involved in scheduling and registering for care and obtaining accurate pricing estimates before services are rendered. Patient access tools can help ensure that patients receive the care they need in a timely, efficient manner. Breaking down barriers for friction-free patient access What hinders patients' ability to see their doctor quickly? For some, the obstacles are logistical: patients may live far from facilities or lack reliable transportation to get to appointments. Others may have financial concerns, where a lack of insurance coverage or fear of mounting bills prevents them from seeking care. Language and cultural barriers can make it difficult to engage with healthcare services. But for many, it comes down to friction in the “patient access” process itself. This includes long wait times for appointments, disjointed scheduling systems, manual registration processes, and limited payment options. These processes are not only critical to patient satisfaction but also have real consequences for the patient's health and the provider's bottom line. One effective approach to improve access to care is to continue leveraging patient access tools, which has been proven successful in several use cases. Use case 1: Reduce wait times with online self-scheduling Among patients who think access has worsened over the last two years, 49% say their main challenge is finding appointments that fit their schedule, while 40% blame the scheduling process itself. Online self-scheduling solves both, making it easier to book and reducing wait times. With online self-scheduling, patients can log on to book appointments any time they like. There's no need to wait until the phone lines open and speak to customer support representatives. A self-scheduling tool like Patient Schedule can incorporate each provider's business rules and scheduling protocols, so patients get real-time access to the earliest available appointments. By allowing patients to easily cancel or reschedule appointments, same-day slots can be opened up to other patients, so they can see their doctor sooner. Use case 2: Increase operational efficiency with digital patient registration Staffing shortages are an ongoing stressor for providers, so making the best use of available staff time is crucial. Patient intake software can automate many of the manual activities associated with patient registration, such as helping patients fill out forms or manually entering information into electronic health records. In addition, more than 8 in 10 providers say their patients prefer an online registration experience. This corroborates earlier findings from a study by Experian Health and PYMNTS, which found that a third of patients prefer to fill out registration forms at home. Experian Health's Patient Intake Solutions allow patients to complete registration from their mobile. Data can be automatically pre-filled and checked against existing records to save time and avoid errors. Not only is this more appealing to patients than filling out forms in a stuffy waiting room, but it also helps drive down the risk of costly and time-consuming denials. Use case 3: Boost patient engagement with targeted patient outreach Another way to leverage patient access technology is through targeted, automated outreach. With automated text message (SMS) and interactive voice response (IVR) campaigns, patients can receive a personalized link to schedule their appointment directly. Alerts can be sent when earlier appointments become available, which both reduces wait lists and makes it more likely that patients will book. Patients can be sent bill reminders and payment options in the same way. Automated outreach solutions that incorporate reliable consumer data make sure patients get the details they need in a format and timeframe that helps them take action. Use case 4: Speed up collections with accurate estimates and payment plans As rising staffing and supply costs put a squeeze on healthcare profit margins, expediting collections is crucial. This begins with patient access: if patients can pay for care right at the start of their healthcare journey, this eases pressure on both parties to make sure bills are paid in a timely manner. Upgrading payment technology to include upfront pricing estimates, payment plan recommendations and convenient payment methods can all help patients better manage their financial responsibility. Unfortunately, it's still common for patients to go into procedures without knowing how much they'll owe. In Experian Health's survey, 65% of patients said they did not receive an estimate prior to care, and 40% said they were likely to cancel care without advance notice of costs. Leveraging tools such as Patient Financial Advisor and Patient Payment Estimates can automatically arm patients with the information they need to plan and manage their bills. Utilizing patient access tools to meet patients' expectations It is evident from the results of the State of Patient Access 2023 survey that patient access remains an issue. To ensure patients receive the care they need in a timely and efficient manner, providers must make a concerted effort to leverage digital technology. Although healthcare providers have made great strides in providing more efficient patient access solutions, clearly there is still much progress to be made.  The success of any patient-focused initiative relies heavily on being able to meet patients' expectations with timely, effective tools and resources. As healthcare evolves and continues to put a priority on improving outcomes, it's important to take proactive steps toward ensuring the best possible experience for patients when accessing their care. Find out more about how Experian Health's patient access tools can improve patient access and increase profitability for healthcare providers.

To improve the patient journey, providers need to think like consumers. Patients are accustomed to convenience and choice in industries such as retail and banking, and expect the same of their healthcare experience. How quickly can they see their doctor? How easy is it to book appointments? Are they going to be handed a stack of paper forms when they arrive? From scheduling appointments to making payments, every touchpoint in the patient journey is an opportunity to meet and exceed expectations. To improve the patient journey, providers will need to utilize digital tools. Providers that put themselves in the patients’ shoes and find ways to make patient access as frictionless as possible will secure a competitive advantage. Learn how digital technology can enhance healthcare providers' ability to deliver flexible, efficient, and supportive care throughout the patient journey. This article draws upon the insights of Experian Health's State of Patient Access 2023 report to explore the benefits of utilizing digital tools and solutions in healthcare. In 2023, Experian Health surveyed more than 1,000 U.S. patients & 200 healthcare providers to learn about the state of patient access. Get exclusive insights: Before the appointment: how easy is it for patients to schedule care? The patient journey should begin with a welcoming “digital front door”. Demand is clear: according to the State of Patient Access 2023 survey, 56% of patients want more digital options to manage their healthcare. Specifically, 76% say they would like to schedule appointments online or via a mobile device. Creating an inviting, convenient and user-friendly online presence will encourage patients to book more appointments. A multi-purpose online portal gives patients the flexibility to take care of appointment bookings anytime, anywhere. Automated patient scheduling also reduces pressure on call center staff, who are then able to offer extra support to individuals who need it. Real-time status updates and automated appointment reminders ensure patients see their doctor as soon as possible and reduce the risk of no-shows. By creating a seamless transition between a provider’s online presence and physical office, tools like Patient Schedule can create an efficient experience for both staff and patients. Arriving for care: is pre-registration simple and streamlined? Patients deserve a seamless and stress-free experience when arriving for their appointment. Unfortunately, traditional paper forms can be tedious and redundant. Incomplete forms can also lead to delays in treatment. Online self-check-in options and virtual waiting rooms allow providers to move registration out of the waiting area and into the patient’s home or mobile device. With a digital front door, patients can complete pre-registration tasks, get accurate price estimates and even pay their bills before their appointment, via text or online portal. Automated tools can prefill identity information to keep errors and gaps at bay, and avoid claim denials and delays further on in the patient journey. A painless, paperless registration experience is easier and quicker for patients and saves time and resources for providers. Planning for bills: are patients getting upfront pricing estimates? Providers have many opportunities to improve the patient financial journey. Experian Health’s survey found that 40% of patients would cancel or postpone care without accurate estimates, yet 65% did not receive them. That price transparency isn’t the norm is surprising, given the legislative push in recent years. Medical bills can be extremely complex, so providing a detailed breakdown of expected costs is a great way to improve the patient experience. Patient Estimates is a web-based tool that allows patients to generate accurate estimates using their current insurance and benefits information, before or at the point of service. Patients can also be offered personalized financial assistance options including payment plans and charity care. For patients that prefer to take care of business via their mobile device, Patient Financial Advisor offers a similar service via secure text message. Patients get a clear cost breakdown and a link to make secure payments. When financial management is easier for patients, providers are more likely to get paid. Paying for care: do patients have a choice of payment methods? In addition to clear and upfront pricing, providers can enhance the financial experience by offering multiple convenient payment options. Digital-first consumers are looking for the same self-service, secure, one-click payment options that they use for other purchases. Providers that enable digital patient payment tools earlier in the process are not only delivering a more satisfying patient experience, but they’re also more likely to be paid sooner. With Experian Health’s Patient Payment Solutions, providers can collect payments 24/7 via mobile, web and patient portals. Leveraging digital technology to improve the patient journey Alex Harwitz, VP, Digital Front Door, at Experian Health, says that patient loyalty is increasingly tied to digital offerings: “Whether we’re talking about scheduling, registration or payments, the message from the State of Patient Access 2023 survey is clear: patients are looking for transparency, convenience and a significant amount of control. They’re more likely to choose providers that offer these benefits and switch away from those that don’t. For example, nearly a quarter have considered looking for a different provider because of a poor payment experience.” The realization that a better patient access experience results in better business outcomes is almost universal among providers. And with advancing patient access technology, providers now have more ways to deliver a consumer-friendly experience that allows patients to focus on their health, and not on the admin of care. Download the State of Patient Access 2023 – the Digital Front Door, to find out more about patient and provider perspectives on how to improve the patient journey.