Improving the Patient Financial Experience with an Easy to Implement Solution

Patients have made it clear that they want to experience healthcare in the same manner as they experience retail and other services in their daily lives. They expect a personalized approach at each touchpoint of their healthcare journey and a focus on their overall satisfaction, in addition to positive clinical outcomes. Although this sentiment is not new, the urgency to prioritize the patient experience increased throughout the pandemic. Now, many health systems are looking for new ways to quickly improve the patient experience and do so in a way that does not burden their valuable resources.

Partnering with the right solution to offer patient financing can greatly improve satisfaction and increase loyalty. CarePayment offers long-term, interest-free financing that builds trust between patient and provider and increases patient satisfaction, a key component to the patient experience. The 2021 Patient Financing Survey from Porter Research and commissioned by CarePayment found that 91% of respondents are satisfied and 80% are very satisfied with CarePayment.

Once a provider makes the decision to partner with CarePayment to improve the patient experience, the next step is to integrate CarePayment into existing workflows and systems. We understand that integrating a new solution can seem like a daunting task. That’s why our implementation strategy minimizes disruption and saves valuable time for our providers.

Our streamlined process can be completed in as little as 30-45 days and provides efficiencies over time for providers. CarePayment brings a team of experts who work closely with revenue cycle leaders and experts, along with information technology teams to efficiently implement the CarePayment solution. From patient communications to marketing, CarePayment manages the entire life cycle of the patient financing journey, freeing up valuable time for health systems to focus on other areas of the patient experience.

CarePayment’s four-phased approach ensures the implementation process runs smoothly, and our dedicated team continues to support providers and patients throughout the partnership. Our expertise extends beyond Epic as we also work with other leading HIS/EHR systems including Cerner and Meditech.

Integration

We have implemented solutions with providers across the country – from midsize physician practices and hospital providers to large integrated health systems. We integrate with all EHR systems including Epic, Cerner, Meditech, and over 35+ various systems and versions.  First, we review integrations and processes that are in place. CarePayment builds to the provider’s existing processes and functionality, unlike other vendors who may require the provider to build to their specifications.

Working with Epic, we have made significant investments to develop our own MyChart integration application and approved in App Orchard. With more than 10 years of Epic experience and implementing more than 100 hospitals and health systems on Epic, we have invested heavily in our Epic expertise and capabilities. Our solution fits within a provider’s existing processes and Epic workflows for seamless integration. We leverage all the existing Epic integration and streamline the CarePayment process needing limited IT involvement.

When integrating providers who use Epic or other HIS platforms, we leverage our extensive knowledge to make the process as easy as possible by providing dedicated implementation specialists. These specialists share best practice recommendations, and our experience working with clients that are of similar size and scope. Our call center agents are also trained in Epic to handle related questions to enhance the customer service experience while always being friendly and compassionate with patients.

Implementation Approach

Our team of implementation and project management specialists lead the integration process for the provider. CarePayment does everything possible to minimize the demands on provider staff. Once the implementation process is complete, the account manager takes over to handle service when needed and provide monthly and annual reporting and analytics.

Below is an example timeline of the implementation process. CarePayment works directly with providers to determine a schedule that best fits their needs.

Phase One: project planning and design (weeks 1-2)   

This phase kicks off implementation activity and focuses on understanding current processes and development of CarePayment workflows for the provider’s HIS/EHR systems.

• Welcome Call: Call with key revenue cycle and IT leaders and the CarePayment implementation team to provide an overview of the CarePayment solution and the implementation process
• Technical and Business Process Calls: Calls to review current revenue cycle processes, identify where CarePayment will fit within current processes, discuss technical file specifications, build requirements, and begin to develop technical and business process flows

Phase Two: development and testing (weeks 3-4)

This phase is focused on technical file development and testing, process refinement, training, and marketing coordination. Weekly calls are held with key project stakeholders and the CarePayment implementation team.

Phase Three: production testing (weeks 5-6)

During this phase, pilot accounts are loaded as a final test before going live. Additional training occurs with staff and leaders. Weekly calls are held with key project stakeholders and the CarePayment implementation team.

Phase Four: system launch and monitoring (weeks 7-9)

Once the phases above are completed, the solution is live, and accounts begin to flow to CarePayment daily. The implementation team will monitor the solution for four weeks and then transition ongoing support to the CarePayment account management team.

MARKETING

During implementation, the CarePayment marketing team works closely with the provider’s marketing group to develop a co-branded, omni-channel engagement, and marketing plan designed to educate patients about the CarePayment program and build patient loyalty. The marketing plan is customizable, and the team will develop a scheme that fits the provider’s needs. Components of the marketing plan typically include a new member portal, a digital-first engagement program, and co-branded digital and print assets.

TRAINING

Over the course of the implementation, CarePayment hosts several training events to reduce burden on staff and ensure they are equipped with the correct tools to help patients. These sessions are customized for each provider and led by account managers who take over from the technical team focused on implementation. Training includes educating staff on important areas including patient engagement, process and scripting, portal training, settlement, and reconciliation.

PROVIDER PORTAL

Once the CarePayment solution is live, providers have access to our provider portal featuring an easy-to-use interface, self-serve reporting, and up-to-date account information. Functionality provided includes ability to search and view information on accounts placed with CarePayment, monthly performance and weekly settlement reports, a payment calculator, real time (live) insight to patient account status, reporting and analytics, and an ability to communicate with CarePayment client support on account issues.

Partnering with CarePayment significantly improves the patient experience. With an easy to implement solution, providers can quickly begin to see the results. Our team is working with providers now to make implementation of comprehensive patient financing easy for staff and convenient for patients.

Want to learn about CarePayment? Contact us at 503.419.3544 and see how we can transform your patient engagement, satisfaction, and revenue in 2022.