Make them want to pay: Finding patient engagement in billing and payment processes

Insight Article

Billing & Collections

On average, the United States spends twice as much per person for healthcare than other industrialized countries, yet 75% of Americans say that the country does not get good value for what is spent.

This dissatisfaction can lead to customer attrition, lost revenue for providers and payers, patient confusion and a lack of focus on patient-centered care. Examples include the 72% of consumers who are confused by their explanation of benefits and 70% of consumers who are confused by their medical bills.

The perceptions about value may require providers to rebuild patient confidence, yet inefficient, paper-based billing and payment processes have made that more difficult, especially as patient responsibility has increased.

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About the Author

Laurie Babin
Laurie Babin
Chief Revenue and Innovation Officer BrightSpring Health Services


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