Personalized, customized service has become the norm in our lives as consumers. We’ve come to expect even everyday items like coffee and sandwiches to made to our specific preferences. But when we’re talking about the administrative side of the patient experience, customizing can seem like a much bigger deal. With so many other demands on our medical practice processes, is the idea of personalizing beyond our reach … or even a little nuts?
It may seem that way, but it doesn’t have to be. The wonderful thing about offering more choices in how to do business with your practice is that so many of the options patients seek can be cost-saving for you.
For example, studies have shown that consumers prefer to pay bills electronically over sending checks. The trend towards paying online, on-the-go, at any hour of the day has become so pervasive, many people don’t keep stamps or even checks on hand. If you’re not allowing your patients to exercise this preference, instead hoping they’ll mail a check (or only taking credit card payments by phone or in person at the office), you’re making it harder for patients to pay. That probably means you’re getting paid more slowly — and at higher cost to your practice.
But what happens if you do offer patients the ability to receive statements electronically and make payments that way, too?
When patients can pay electronically, it’s easy for them to do it immediately — even if they receive your bill at 10:00PM. They avoid the unpleasant feeling of being behind on their bills, and your staff avoids the more unpleasant task of calling them to collect. And you’ll get paid faster — at less expense, since staff won’t have to spend time on the phone with the patient or stuff an envelope with a statement.
Best of all, when you implement an option like a payment portal or automatic debit, your patients will thank you for it, even as they’re paying you more promptly and reliably.
Electronic patient payments are just one of several examples of technology-enabled services that conserve staff resources and make it easy for you to give patients what they want. I’ll be discussing the others in my upcoming free webinar, “5 Ways to Personalize the Patient Experience, Without Adding Work,“ hosted and sponsored by Solutionreach.
It’s February 22 at 10:00 Pacific (1:00 Eastern), and I hope you’ll join me! Here’s a link to sign up.
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