DRIVING PAYMENTS
+ Patient SATISFACTION

Online engagement doubles self-service collections.
Patients and staff love the change!

Case Study

Executive Summary

United Health Services (UHS) transformed its patient financial care experience by lowering it’s cost to collect by 33% and doubling self-service payments since launch. All while wowing their customers in the process.

Financial Impact

33%

Decrease in
staff-assisted
collections

(Since launch Dec ’16)

Lower

Cost to Collect

2x

Increase in self-service collections

(Since April ’17)

Patient Impact

Patient Satisfaction Ratings
UHS NPS rating
  • "Simplee has been awesome for us and well received by our patients and staff."
    Christina Boyd Executive Vice President, Community Relations

Happier Patients

I have used several medical billing online systems – this is hands down way better!
– Patient, UHS

I absolutely love this new inter- face at UHS. It’s never been easier to pay my bills online.
– Patient, UHS

Very easy and fast! I would like to do all my billing this way.
– Patient, UHS

UHS Details

Snapshot

UHS is the Southern Tier’s largest and most comprehensive provider of healthcare services. Locally owned and not-for-profit, UHS is governed by a Board of Directors composed of people who volunteer their time and live in the communities we serve.

Founded in Greater Binghamton in 1981, UHS was formed through the consolidation of three long-established community hospitals. Over the years it has grown to encompass four hospitals, a home health agency, long-term care services and physician offices at many locations in Broome and surrounding counties. Devoted to high-quality, patient-centered care, the people of UHS pledge: We listen. We show respect. We give hope. Our mission is simply stated as “Ministrare,” the Latin word for “To Serve.”

The members of the UHS System are: UHS Hospitals (UHS Wilson Medical Center and UHS Binghamton General Hospital), UHS Chenango Memorial Hospital and UHS Senior Living at Chenango Memorial Hospital, UHS Delaware Valley Hospital, UHS Home Care, and UHS Senior Living at Ideal. The affiliates of UHS are the UHS Medical Group and the UHS Foundation.

https://www.nyuhs.org/

Challenges
  • Lowering collections
  • Engagement and understanding
  • Ease and Visibility
Highlights

Engagement designed for consumer adoption

Improved workflow for staff

Lower cost to collect:

  • 33% decrease in staff assisted collections (since launch)
  • 2x increase self-service collections (since launch)

Patients LOVE the change

  • 4.6 out of 5 stars (12,458)
  • Net Promoter Score (NPS) of 38 (N=12,458)
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