
Case Study
Empowering Patients + Lowering Cost
Providing a self service experience that patients love
Executive Summary
Adventist Health System transformed its patient financial care experience by growing
self-service payments by 81% and wowing their customers in the process.
Financial Impact
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)
Patient Impact
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Happier Patients
Adventist Health System Details
Snapshot
- 1973 Adventist Health System 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)