Empowering Patients
+ Lowering Cost

Providing a self service experience that patients love

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Post Service Case Study

Executive Summary

AdventHealth transformed its patient financial care experience by growing self-service payments by 81% and wowing their customers in the process.

Financial Impact

28%

Lower use
of early out

(Dec ’16 vs Dec ’17)

33%

Increase in self-service payments

(since launch)

83%

Growth in self-service payments

(Dec ’16 vs Dec ’17)

Patient Impact

AdventHealth NPS
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  • “We are competing for the patient’s attention in a really big way. Simplee is our consumer partner with unique expertise and technology to engage patients and enable payment.”

    Timothy Reiner - SVP Revenue Management AdventHealth System

  • “S – Simple, I – Impressive, M – Manageable, P – Patient Friendly, L – Logical, E – Exciting, E – Efficient”

    Aarti Nayee - Supervisor, Call Center Operations, RCFO

  • “I’m very happy with the new experience, the process of payments is easy, quick and also notifies the patients with an automatic email. Looking forward for the upcoming updates.”

    Aberto Montya - Account Specialist, PFS

Happier Patients

I LOVE the consolidated billing!  It came promptly & I didn’t get a run of bills for months and months.
– Patient, AdventHealth

It’s a great portal. It’s been the easiest payment experience for hospital bills in my life.
– Patient, AdventHealth

So dang easy…. LOVE it
– Patient, AdventHealth

I am very grateful that you have allowed… payments on my multiple accounts over the past year. This is very helpful financially.
– Patient, AdventHealth

Much easier with the payment option connected to an access code vs. having to log in through my health account. That latter system needs a lot of work …..
– Patient, AdventHealth

As pleasant as paying a bill can be!
– Patient, AdventHealth

AdventHealth Details

Snapshot
  • 1973 AdventHealth was established
  • 46 Hospital campuses operated in nine states
  • 80,000 Employees and physicians
  • 5 Million+ Patients served annually
  • 15 Skilled nursing facilities
  • 22 Home health and hospice agencies
  • https://www.adventisthealthsystem.com
Challenges
  • Balancing the business: Commercial + Consumer
  • Engagement and understanding
  • Ease and Visibility
  • Affordability
Highlights

Engagement designed for consumer adoption

Mobile responsive and ADA friendly supporting patients across devices and special needs

Visibility empowering families and guarantors

Better affordability and convenience by offering self-directed payment plans and PayPal

Improved workflow for staff

Lowering costs with more self service

  • 76% Lower use of early out (Aug ‘17 vs Aug ‘16)
  • 33% increase in self-service payments (since launch)
  • 81% Growth in self-service payments (Aug ‘17 vs Aug ‘16)

Consumers LOVE the change

  • 4.6 out of 5 stars (10,802)
  • Net Promoter Score (NPS) of 40 (N=12,258)
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