We’ve said before that clear and concise billing communication—whether through printed or electronic statements—is essential to improving billing collections from self-pay patients of healthcare providers. Here is another best practice clear communication: ensure that your E-statements exactly match your printed statements.
This visual consistency makes it easy for patients to orient themselves when logging into your online payment portal. This consistency also supports your brand message and administrative ease for staff members. Clarity and consistency go hand in hand and are keys to improving the billing process for healthcare providers.
E-Statement Design and Consistency
When billing information is presented exactly the same way wherever it’s accessed—by the patient in paper or online form, and by administrative staff in a PDF archive—the potential for confusion is minimized. When staff members can see exactly what the patient is viewing (whether printed or online) billing questions are more likely resolved in a single call center interaction.
While redesigning your statement to match best practices in healthcare statement design, be sure to consider your statement’s online presentation and online-related features. For example, include a document code on your statement for e-statement setup and quick pay. Patients can enter this code (or even scan a Quick Response code with their smartphones) and easily navigate to your online payment portal.
Keep in mind that younger patients especially are increasingly demanding electronic billing options. Consider that 59 percent of Generation Y patients say they would switch doctors for one with better online access, according to an Intuit Health study released in 2011. Keep everything consistent by designing a statement that works equally well in printed or electronic form, and you’ll be well on the way to meeting patients’ needs for administrative ease.