Engaging Patients, Driving Success

Hospital patient collections transformed into a competitive advantage

Executive Summary

Memorial Hermann created a patient-friendly financial experience that drove online adoption, doubled satisfaction and loyalty metrics, and increased revenues using flexible payment options including payment plans offered dynamically based on the patient’s propensity to pay.

15%

increase in total collections
(’14 vs. ‘16 post service)

52%

increase in digital self-service
(’14 vs. ‘16 post service)

19%

decrease in cost per payment
(’14 vs. ‘16 post service)

80%

Very satisfied with their
billing experience
(vs. 35% healthcare average)

NPS 42

(net promoter score)
(2X healthcare average)

"The most surprising thing of all if this is that we were able to increase patient satisfaction with our billing process.”
“We have elevated billing from a source of frustration to a satisfaction driver.”

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Happier Patients

Memorial Hermann Details

Snapshot
  • Serving the Greater Houston MSA 6.5 million population (projected to 7.1 million 2020)
  • $6.5B Total Assets
  • $5B Net Operating Revenue
  • 25,000 Employees; 5,500 Physicians
  • 227 locations
  • Estimated 35% of healthcare spend in Houston MSA
  • memorialhermann.org
Challenges
Patient Satisfaction

Memorial Hermann saw an opportunity to improve care by addressing financial needs of patients, which was a major source of patient frustration.

Improve BAI
Their vision was that higher satisfaction would improve BAI (historically collect only 50% BAI).

Consumer Approach
Memorial Hermann focused system wide on a consumer driven approach.

Highlights
Immediate ROI

  • 15% increase in total collections (’14 vs. ‘16 post service)
  • 52% increase in digital self-service (’14 vs. ‘16 post service)
  • 19% decrease in cost per payment (’14 vs. ‘16 post service)

Model Implementation

  • System wide in 5 months
  • 12 hospitals, 135K patients, 1,200 staff

Marketing Happy Too

  • Top score NPS initiative
  • #2 source of patient opt-ins