Case Study

Happier Patients, Faster Payments

New self service payment increases customer satisfaction, shortens time to payment

Executive Summary

Northwestern Medicine is delivering an online patient financial care experience like Amazon that is increasing customer satisfaction and shortening the time bills get paid.

Financial Impact

22%

reduction in days to pay

32%

increase in self-service payments
(YoY)

1 in 4

payments via mobile device

Patient Impact

“Partnering with Simplee, we really took time to address the patient needs. If I was a patient, what would I like to see? What would make it easy for me to understand what the bill is for?”
“We wanted to make it as easy as possible for a patient to get in, get out, make their payment as quickly as possible, similar to an Amazon experience.”

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Happier Patients

Compared to other medical services, you made it SO easy!

Patient
Northwestern Medicine

LOVE LOVE LOVE not having to log in and create an account

Patient
Northwestern Medicine

SO easy!!! This was literally the easiest payment I’ve ever made, and I’m an Amazon regular.

Patient
Northwestern Medicine

The payment plan option is extremely helpful regarding cash flow in my HSA plan.

Patient
Northwestern Medicine

Very clean and simple. Very efficient – a wonder in the health world – thank you.

Patient
Northwestern Medicine

Love having the option to set up a payment plan!

Patient
Northwestern Medicine

Northwestern Medicine Details

Snapshot
  • 100 locations throughout the Chicago area
  • $4.4B in annual revenues
  • 3,500 aligned physicians
  • 7 major hospitals
  • https://www.nm.org/
Challenges
  • Patient-friendly statements
  • More ways to pay
  • Improved mobile experience
Highlights
An Amazon like experience

  • 32% increase in digital self service

Flexible payment options

  • 22% reduction in days to pay
  • 1 in 4 payments via mobile device

Very satisfied patients

  • 4.7 out of 5 stars (13,164)
  • Net Promoter Score (NPS) of 39 (N=13,591)