The Challenge
Patients were receiving poorly designed billing statements that created confusion rather than clarity. Key issues included:
- Unclear balance information and due dates
- No call to action, leaving patients unsure of next steps
- Payment options buried or missing, discouraging timely payment
- EMR-generated statements that offered no customization or flexibility
- Staff had no visibility into production or delivery, and no automated workflow
As a result, the health system experienced an increase in patient questions, unnecessary calls to customer service, delayed payments, and overall dissatisfaction with the billing experience.
They needed full control over the statement design, the ability to make changes quickly, and an automated, transparent production workflow.
The Solution
We implemented our forms automation platform to give the health system complete ownership of their patient statement design and production workflow.
Key Capabilities Delivered
1. Customized, Patient-Friendly Designs
- Clear presentation of balance, due dates, and payment expectations
- Simplified layout using plain language, color cues, and clean formatting
- Prominent call-to-action elements encouraging timely payment
2. Flexible Payment Options
- Multiple ways to pay (online, phone, QR code, payment plans) displayed prominently
- Instructions simplified for all reading levels
3. Fully Automated Statement Production
- Statements generated electronically based on patient-specific rules
- Automated routing to print/mail centers or digital delivery channels
- End-to-end visibility into the production lifecycle (print, assembly, mailed, delivered)
4. Vendor Independence
- Solution operates outside the constraints of the EMR’s limited statement engine
- Client can update templates instantly without vendor development cycles
The new statements were intuitive, easy to understand, and visually optimized to guide patients toward the appropriate next step.
Impact / Results
Operational & Patient Experience Improvements
- Significant reduction in call center volume as patients no longer needed clarification about balances or payment instructions
- Faster payments due to clearer calls to action and simpler ways to pay
- Higher patient satisfaction, especially among elderly or financially fragile populations
- Ability to make quick design updates without waiting on EMR vendor timelines
Projected Benefits Based on Industry Benchmarks:
- 20–35% decrease in billing-related support calls
- 10–25% increase in on-time payments
- 15–30% reduction in statement reprints or follow-up mailings
- Noticeable improvement in patient trust and overall financial experience
Business Outcome
The health system transformed the patient billing experience from confusing and reactive to modern, transparent, and patient-centric—reducing operational burden while improving financial performance.