Predictive Analytics
Driving Delight
(and Payments)

Patient financial care building competitive advantage

Case Study

Executive Summary

Memorial Hermann leadership wanted to make revenue cycle consumer friendly and affordable. Predictive analytics and proactive communication match patient needs to personalized offers. Proven success over three years driving higher patient satisfaction and financial performance.

Financial Impact

52%

increase in
digital self-service

(’14 vs. ‘16 post service)

15%

increase in total collections

(’14 vs. ‘16 post service)

19%

decrease in cost per payment

(’14 vs. ‘16 post service)

Patient Impact

  • “We have elevated billing from a source of frustration to a satisfaction driver.”

    Chief Financial Officer - Memorial Hermann
  • "The most surprising thing of all if this is that we were able to increase patient satisfaction with our billing process.”

    CIO and EVP Strategy - Memorial Hermann

Happier Patients

They were very willing to help me establish a payment plan that worked for me
– Patient, Memorial Hermann

This is the easiest and most straightforward way to not only pay but set up a payment plan
– Patient, Memorial Hermann

I am very happy the chance to pay monthly has been added so patients aren’t turned over to collections so fast
– Patient, Memorial Hermann

Simplicity. And I get to pay what I can afford…per month
– Patient, Memorial Hermann

For a 68 year old woman, this is convenient.
– Patient, Memorial Hermann

I like the way a payment plan was easy to set up. I based my payments on when funds arrive in my HSA account.
– Patient, Memorial Hermann

Memorial Hermann Details

Snapshot
  • Serving the Greater Houston MSA 6.5 million population (projected to 7.1 million 2020)
  • $6.5B Total Assets
  • $5B Net Operating Revenue
  • 25,000 Employees; 5,500 Physicians
  • 227 locations
  • Estimated 35% of healthcare spend in Houston MSA
  • memorialhermann.org
Challenges

Patient Satisfaction

Memorial Hermann saw an opportunity to improve care by addressing financial needs of patients, which was a major source of patient frustration.

Improve BAI
Their vision was that higher satisfaction would improve BAI (historically collect only 50% BAI).

Consumer Approach
Memorial Hermann focused system wide on a consumer driven approach.

Highlights

Immediate ROI

  • 15% increase in total collections (’14 vs. ‘16 post service)
  • 52% increase in digital self-service (’14 vs. ‘16 post service)
  • 19% decrease in cost per payment (’14 vs. ‘16 post service)

Model Implementation

  • System wide in 5 months
  • 12 hospitals, 135K patients, 1,200 staff

Marketing Happy Too

  • Top score NPS initiative
  • #2 source of patient opt-ins
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