Case Study

United Hospital and Physician Billing

How consolidated statements drove self-service payment success

Executive Summary

Gundersen streamlined their billing process and experienced a remarkable decrease in incoming call volume and cost per payment.

Financial Impact

2.3X

increase in self-service payments
(YoY)

50%

decrease in incoming calls
(24 FTEs re-allocated)

Patient Impact

  • “Thanks! My payment experience (best ever) matches the care we received (absolutely exemplary)…”
  • “Easy to get to, and easy to do”
  • “I really like being able to set up my own payment plan online. So much easier than calling.”
“I was able to pay my medical bill in 7 seconds from my mobile phone.”
"The ability to integrate our patient financial experience into our patient portal has allowed us to eliminate patient frustration while also improving total collections.”

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Happier Patients

Gundersen Health Details

Snapshot
  • Multi-state hospital and acute-care system
  • Over 1,000,000 outpatient visits a year
  • 7,621 Employees
  • 700+ providers
  • 19 Counties Served
  • 5 Hospitals and 65+ Clinics throughout the Midwest
  • gundersenhealth.org
Challenges
  • Empowering patients and maintaining excellence in their patient experience
  • End-to-end patient financial experience across its hospital and clinics
  • Impact two key success metrics, patient satisfaction and net collections in one fell swoop
  • Enhance the financial experience with much-needed conveniences
Highlights
Seamless and Unified Financial Experience

  • Unified hospital and physician bills
  • Multiple language support
  • Patient portal interoperability
  • Marketing engagement

Greater Transparency with Friendly Statement Details

  • Patient friendly details
  • Staff empowered with better customer tools
  • Immediate feedback collection

Adding Convenience and Flexibility

  • Guest checkout
  • Self-serve payment plans
  • Paper statement designed for online adoption
  • Paperless billing

Financial Impact

  • 2.3X increase in self-service payments (YoY)
  • 50% decrease in incoming calls (24 FTEs re-allocated)
  • Lower cost to collect

Patient Impact

  • 4.4 out of 5 stars (16,631)