Meduit analyzed results driven by self-service-only technologies compared to a blend of self-service and human-based customer service/call center collections. A case study at a multiple-hospital health system revealed that after one year of self-service technology deployment, total patient cash increased by 13%. BUT there’s a catch.
Analyzing the Impact
A self-service vendor would attribute this 13% increase to the implementation of their self-service technology. However, upon further analysis, the data also identified a parallel 13% year-over-year (YOY) increase in patient volumes, so the real net impact on collections from self-service patient payment solutions was zero.
Human Contact Matters
Meduit also found that human contact with patients is central to increasing collections, and here is where self-service really misses the mark when not integrated with person-to-person contact. A comprehensive solution that combines self-service options with human contact delivers the best results.
By offering the convenience of self-service combined with full-service solutions calibrated with the right balance of compassionate, knowledgeable people, Meduit lowers costs while driving more cash from outstanding account balances.
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