Patient experience
obsession provides win-win

Online engagement drives self-service payments,
increases loyalty while lowering cost to collect

Case Study

Executive Summary

St. Luke’s University Health Network (SLUHN) leverages Simplee’s online engagement platform to augment their core EHR system’s gaps which drives self-service payments, increase in patient satisfaction and lowers cost to collect.

Financial Impact

71%

increase in
self-service payments

40%

payments via mobile device

33%

reduction in cost to collect

Patient Impact

  • "We leverage Epic functionality where possible, but our patients were telling us they wanted a better bill payment experience and greater financial price transparency. Simplee is allowing us to meet this need with a seamlessly integrated patient experience."

    Richard Madison, Sr. VP for Revenue Cycle and Access St. Luke's University Health Network

Happier Patients

Fantastic, quick and EASY!  Thank you!
– Patient, SLUHN

Easy, convenient, patient-centered. Thank you for offering installment plans, they help a lot!
– Patient, SLUHN

I’m very happy with St. Luke’s. I love the ease in setting up a payment plan and viewing my bill.
– Patient, SLUHN

Easy to set up a payment plan.
– Patient, SLUHN

Clearly a better and easy process for the elderly!
– Patient, SLUHN

In the past I had issues trying to pay online. This is the first I have since you changed it and it was so much better!
– Patient, SLUHN

St Luke’s University Health Network Details

Snapshot
  • Serving communities of Lehigh, Northampton, Carbon, Schuylkill, Bucks, Montgomery, Berks and Monroe counties in Pennsylvania and Warren and Hunterdon counties in New Jersey
  • 10 campuses
  • 65,000+ annual admissions
  • 14,000+ employees
  • 1,400 physicians & providers
  • 300+ outpatient facilities
  • 250,000+ annual emergency room visits
  • http://www.slhn.org/
Challenges
  • Better patient experience
  • Price Transparency
  • Bill consolidation
  • Convenience
Highlights

41% increase in self-service payments
40% payments via mobile device
33% reduction in cost to collect
High patient satisfaction

  • 4.5 out of 5 stars
  • 42 NPS
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