Immediate Impact:
Self Service + Patient Satisfaction

Grew self-service payments 2X and
doubled patient satisfaction in 90 days

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Case Study

Executive Summary

Hennepin County Medical Center, a safety net hospital, serving mainly high deductibles and Medicaid (#2 in US) empowers patients with a consumer-centric experience and transforms complaints into compliments.

Financial Impact

2X

growth in self-service
(post service)

lower

cost to collect (post service)

Patient Impact

I love the new system! Thank you for making this upgrade. I really like that you had all my bills in one place…

Love the simplicity

Keeping track of my hospital/ clinic bills should be easy and you’ve just made it that way. Thank you!

  • “Our collection rate has actually doubled from the same time last year. My CFO is a very happy man”

    Nio Queiro - VP Revenue Cycle Management
  • “Before we used to do day one outsource of our self-pay. [Now with] the thirty day period ... I'm getting my money at a lower percentage of incurred cost.”

    Nio Queiro - VP Revenue Cycle Management

Happier Patients

Keeping track of my hospital/clinic bills should be easy and you’ve just made it that way. Thank you!
– Patient, HCMC

I love it! It made it so easy to make a payment. Thank you!
– Patient, HCMC

Love the simplicity.
– Patient, HCMC

This was one of the better medical sites I have visited. I liked that it included balances and details.
– Patient, HCMC

Much better than the old payment system
– Patient, HCMC

I love the new system! Thank you for making this upgrade. I really like that you had all my bills in one place…
– Patient, HCMC

Hennepin County Medical Center Details

Snapshot
  • Serving community of Minneapolis, MN
  • $1B net patient revenue
  • 750K+ annual patient encounters
  • 800+ beds
  • 836 employed physicians
  • 321 residents
  • Level 1 Trauma Center
  • Academic Medical Center
  • https://www.hcmc.org
Challenges

Personalization

  • Diverse population
  • 120 languages supported

Affordability

  • High deductible / non insured population
  • Safety net hospital

Transparency

  • Perceived as “free” county hospital
  • Patient desire not to pay

Convenience

  • Facility difficult to navigate
  • In person payment challenging
Highlights

Meet the patient where they are

  • Across all devices and in their language

Self-service payments on the rise

Lower cost to collect

High patient satisfaction

  • 4.4 out of 5 stars (1,701)
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