United Hospital and
Physician Billing

How consolidated statements drove
self-service payment success

Case Study

Executive Summary

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

Financial Impact

50%

decrease in incoming calls
(24 FTEs re-allocated)

2.3X

increase in self-service payments (YoY)

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.

  • "The ability to integrate our patient financial experience into our patient portal has allowed us to eliminate patient frustration while also improving total collections.”

    Executive Director – Finance - Gundersen Health
  • “I was able to pay my medical bill in 7 seconds from my mobile phone.”

    Executive Director – Finance - Gundersen Health

Happier Patients

Nice improvement from previous system for internet payment
– Patient, Gundersen Health

Thanks! My payment experience (best ever) matches the care we received (absolutely exemplary)…
– Patient, Gundersen Health

I really like being able to set up my own payment plan online. So much easier than calling.
– Patient, Gundersen Health

Easy to get to, and easy to do
– Patient, Gundersen Health

Allowing me to pay out of my checking account is a HUGE helper
– Patient, Gundersen Health

I love that it gave us an itemized break down of the visit
– Patient, Gundersen Health

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)
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