Physician Practice

Antiquated healthcare billing practices alienate customers

Physician Practice Insider, June 30, 2015

Growing numbers of consumers, paying more for their care in high-deductible health plans, are peeved at providers who still use billing and payment systems from the era of Marcus Welby, MD.
An industry survey and report from PricewaterhouseCooper’s Health Research Institute suggests that providers who don’t make their billing and payment systems more consumer-friendly and transparent will lose patients to providers who do.
“The very definition of your customer in healthcare is changing right before our eyes,” says Ceci Connolly, managing director at PwC HRI. “Healthcare used to be a wholesale industry where it was the business of a provider billing another business entity, an insurer. Now, suddenly much is going directly to the individual patient for services. You need to think about communicating in a very different way that is less about codes and bulk discounts.”
Read the full article at HealthLeaders Media.

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