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InstaMed Blog Archives

Three Reasons Why Patient Engagement Matters

Healthcare consumers today owe more for both medical services and health plan premiums. Though the U.S. spends twice as much per person on average for healthcare compared to other industrialized countries, 75 percent of Americans say that the country does not get good value for what is spent. The healthcare experience for patients can no longer be overlooked. Here are three reasons why engaging patients is necessary to create a better healthcare experience.

1. 72 percent of consumers are confused by

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A Great Patient Payment Experience Is Not That Simple

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Improving the patient experience is at the forefront of conversation today for healthcare organizations.

Some vendors claim to offer the simplest, most user-friendly payment experience, but they are only focusing on one specific area of the process instead of the full end-to-end experience. In order to deliver the best possible patient payment experience, ask yourself, what does a great patient payment experience really look like? Here

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Four Things Healthcare Can Learn From Household Bills

Consumer payments are making up a larger portion of provider revenue. According to Kalorama Foundation, consumer healthcare spending is expected to be $608 billion by 2019. This is a truth that seems to be acknowledged throughout the industry; however, the key point missing from this conversation is just how much these payments impact the bottom line of providers.

For better insight into the relationship between consumer payments and revenue, we can look to two important statistics:

Patient satisfaction ratings fall by an

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How to Handle Patient Refunds: Best Practices for Providers

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Healthcare payments are complex, making it hard to determine the exact amount a patient will owe. This can lead to overpayment. Here are tips for how to create a positive experience when issuing patient refunds.

Why Are There Refunds in Healthcare?

Many factors determine patient payment responsibility, such as patient health benefits, provider contracted rates with a health insurer, discounts and more. When the sources for

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Our Top 10 Favorite Moments From the InstaMed User Conference 2017

We listened. We learned. We collaborated. We even had a little fun. In no particular order, here are our top 10 favorite moments from the InstaMed User Conference 2017.

We Slipped Into the Shoes of Consumer-Experience Trailblazing CEOs
New York Times #1 best-selling author and consumer experience expert Joseph A. Michelli, Ph.D. kicked off our conference with an energetic and insightful keynote address that inspired us all to reach for the stars when it comes to delivering exceptional consumer payment experiences in

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5 Things Healthcare Can Learn From Zappos and Starbucks

By Joseph A. Michelli, Ph.D.

Joseph A. Michelli is a New York Times #1 best-selling author and consumer experience expert who looks at the best practices and successes of consumer brands like Starbucks, Zappos and UCLA Health System. He will be sharing his insights and expertise as the keynote speaker for the InstaMed User Conference 2017.

Given the title of this article, you might be wondering if I’m really going to make a case that healthcare can learn from brands like Zappos

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InstaMed User Conference 2017 Speaker Profile: Nancy Brooks and Vicki Durso

Nancy Brooks, Business Office Manager, Radiology Regional Center
Vicki Durso, Revenue Process Manager, Radiology Regional Center

What are your predictions for healthcare payments in 2017?

Nancy: No matter what happens with healthcare in 2017, one thing for sure is that healthcare technology will continue to get better and more robust. My prediction is that healthcare organizations will continue to leverage technologies that improve every aspect of their day-to-day processes. This extends to improving the payments process as well. The more healthcare organizations take

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InstaMed User Conference 2017 Speaker Profile: Andrew Kouba

Andrew Kouba, CFO, Abilene Diagnostic Clinic

What are your predictions for healthcare payments in 2017?

I think healthcare is going to keep moving away from paper. So many industries are completely digital, and plenty of others are much further along with digitalization compared to healthcare. However, healthcare is making significant strides towards eliminating paper and I think there are a few consistent trends that are driving that move. First, paper is costly. With increasing costs of paper and postage, mailing a paper

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InstaMed User Conference 2017 Speaker Profile: Sterling Hecox

user coSterling Hecox, Application Analyst II, Mercy Health System

What are your predictions for healthcare payments in 2017?

I think healthcare is going to continue to follow the example of other forward-thinking companies like Uber and Amazon in delivering the best-possible consumer payment experience. Since consumer payment responsibility has consistently increased over the past few years—and despite the unknowns that come with a new administration, are likely to continue to increase—healthcare has gotten better at delivering a consumer-friendly payment experience. I expect

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InstaMed User Conference 2017 Speaker Profile: Neal Sofian

Neal Sofian, Director of Member Engagement, Premera Blue Cross

What are your predictions for healthcare payments in 2017?

I always keep an eye out for the latest healthcare innovations, and I suspect 2017 will become ever more that, “it’s all about me.” We will demand more personal treatment and that will bring us new and even better technology to simplify healthcare payments. It may be a new year, but the pain points of healthcare payments remain the same: too much paper, a

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