|[February 17, 2017]
Navicure Survey Reveals Different Patient and Provider Attitudes about Patient Billing and Payments
a provider of cloud-based healthcare claims management, patient payment
and data analytics solutions, announced findings from its first Patient
Payment Check-Up™. Conducted by HIMSS Analytics and fielded in January
2017, the company's national survey reveals key differences in attitudes
and behavior between those billing for healthcare and those paying for
Notable survey findings:
75 percent of provider organizations claim to be able to provide a
cost estimate upon request, yet less than 25 percent of patients
requested one on their last visit. This indicates that
healthcare consumerism is still maturing, and most patients do not
know that they can get an estimate before or at the time of service.
Providers have an opportunity to improve patient satisfaction by
proactively offering estimates.
Providers and patients disagree on how long it takes patients to
pay. Over half of providers (51%) say it takes their average
patient more than three months to pay their full balance. Only 18
percent of patients claim it took them longer than three months to pay
their last balance. Consumer confusion is likely caused by multiple
statements. To eliminate this confusion, providers can utilize credit
card-on-file (CCOF) to eliminate statements.
Among payment methods that a provider organization can offer its
patients, patients view CCOF as their preferred method for charges of
$200 or less. Additional patient preferences are patient portal
(18%), provider website (16%) and automated payment plans (9%).
CCOF is viewed by providers as the best way to improve patient
collections. Twenty percent view CCOF as the best way to reduce
cost of collections (22% prefer online bill pay), 20 percent view CCOF
as the best way to reduce patient days in accounts receivable, and 29
percent view CCOF as the best way to reduce bad debt and write-offs.
Despite broad patient acceptance of CCOF (78%), only 20 percent of
providers currently utilize CCOF today.
"Our study indicates strong patient interest in more convenient ways to
understand and pay their bills. Ironically, patient demand is ahead of
current hospital and practice adoption," said Jim
Denny, founder, president and CEO of Navicure. "A new generation of
tools are available to improve patient satisfaction and allow healthcare
organizations to collect more, faster, and at less cost. Te return on
investment is phenomenal. We're seeing a lot of interest in our patient
payment solutions, especially among organizations with a high and
growing percentage of patient revenue."
"When compared to provider expectations and behaviors, the percentage of
patients seeking technology-based payment options via email,
e-statements and automated payment plans is indicative of healthcare
consumerism's significant influence," said Bryan Fiekers, Sr. Director,
Research Services, HIMSS Analytics.
Join Bryan Fiekers and Phil Dolan, Chief Marketing Officer, Navicure,
for a co-presentation of the 2017
Patient Payment Check-Up introductory findings during HIMSS17, in
Orlando, FL. The presentation will be held on Monday, Feb. 20 at the HIMSS
Analytics booth (#2133) from 3:30-4 p.m. EST. The discussion will
also be live-streamed via Facebook (News - Alert) Live on Navicure's Facebook page, https://www.facebook.com/navicure.
Full survey findings and the corresponding report will be made available
later this year.
About Survey Respondents
Deployed as a combination of two quantitative surveys, research assessed
both patients and providers.
All patient survey participants receive care from a healthcare
provider at least once per year. Respondents represented a broad range
of education levels, employment statuses, annual household incomes,
locales and ages. Notably, 45 percent of patient respondents have an
annual household income of less than $61,000, 62 percent are 35 to 74
years old and 36 percent are millennials.
A large percentage of provider survey respondents are
physicians or other healthcare providers (75%), practice
administrators (12%) and c-suite executives (8%). Participants are
employed by varying organization types and specialties: 45 percent
work in an acute inpatient hospital or healthcare network and 55
percent work in an ambulatory organization.
Navicure is a provider of cloud-based healthcare claims management and
patient payment solutions that enable healthcare organizations of all
sizes to increase revenue, accelerate cash flow, and reduce the cost and
effort of managing insurance claims, patient billing and payments, and
data analytics. Serving more than 100,000 healthcare providers
nationwide, Navicure's complete healthcare revenue cycle management
platform, Navicure® Total RCM Platform™, integrates payer and patient
billing with an advanced analytics dashboard utilizing real-time data to
continually optimize operational workflow and financial results.
Navicure's unique 3-Ring® service supports every client with trained,
experienced analysts who guarantee that every call will be answered
within three rings.
Navicure is the exclusive claims management and patient payment solution
of the MGMA Executive Partner network. The company received the 2017
Best in KLAS® ranking for the claims and clearinghouse (over 20
physician) segment. Navicure was also the top-ranked end-to-end revenue
cycle leader in three categories as part of the 2016 Black Book™ RCM
Survey. For more information, please visit www.navicure.com,
or follow @Navicure
on Twitter (News - Alert).
About HIMSS Analytics
HIMSS Analytics® is a global healthcare IT market intelligence, research
and standards organization assisting clientele in both healthcare
delivery and healthcare technology solutions business development to
make lasting improvements in efficiency and performance.
HIMSS Analytics offers a wide array of market insight and research
solutions custom-created to meet clientele business objectives. Offering
a full spectrum of research services from general market understanding
and opportunities, to finding ways to improve business effectiveness,
HIMSS Analytics' team of experienced analysts and thought leaders guide
clients through the fast-paced, highly competitive health IT market to
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