Patient Out-of-Pocket Payments

Healthcare POPC Blog

The Movement Toward New Collection Strategies

Healthcare providers need to implement new collection strategies if they want to avoid an increase in bad debt write-offs with the changing climate in healthcare policy.

The Affordable Care Act (ACA) has decreased the number of uninsured patients; however, the financial responsibility of those insured is on a steady increase (11 percent in 2017.)

Eighty-one percent of patients have an annual out-of-pocket deductible that is met before most services are paid.  Patients without a yearly deductible face other types of out-of-pocket costs such as copayments or coinsurance (Kaiser Family Foundation: 2017 Employer Health Benefits Survey) which have added to the growth of patient responsibilities. The magnitude—a reduction in insured revenue and an increase in patient payments—should be of concern to providers.

Responsive Front-End Solutions could Significantly Decrease Bad Debt

As the underinsured patient population grows, providers will need to offer financial education and assistance programs through proactive, efficient, and effective financial screening and patient outreach. 

Focus on Deductible Liabilities

Healthcare professionals need responsive front-end solutions that meet them in the 21st-century marketplace. Deductible liabilities make up a substantial portion of a provider's net revenue and are the key driver of the rise in insured bad debt.  Effective front-end solutions require a responsive multichannel, on-demand care contact strategy through pre-service financial clearance, enhanced operational structure, skilled resources, and innovative technology.

Provide Responsive, Concierge Contact Services

The rise of consumerism in healthcare has driven the necessity for change: price transparency legislation, self-service options, and professional contact solution strategies are needed to improve the patient care experience, reduce provider administrative burden, improve clean claim adjudication, and streamline access, utilization, and throughput.

Patient financial education and support play an essential role in a provider's overall patient experience. Providers are in a position to give patients accurate up-front information about their out-of-pocket costs, thus, decreasing their delinquent accounts receivable through concierge contact solutions and consumer-centric pre-service collections.


Cally Christensen - New Headshot - EllipseCally Christensen
Regional Sales Director

Cally Christensen holds a wealth of experience within the healthcare industry.  During the last 20 years, she has collaborated with numerous healthcare organizations to enhance their services in the areas of consumer experience training and consulting, consumer-centric collections, leadership coaching, and strengthening relationships within revenue cycle and accounts receivable management. Questions? Click to Chat with Cally