Financial Journey Transformation
We've got about a quarter of our members in value-based arrangements. There's some real opportunity to pick up there and we're really intentional about pulling that together. Again, it goes back to what would I want for my family or my friends, what would you want? High quality, affordable care from a health plan that knows me.
— CEO, National health group
Opportunity
For this $26b health & services company, the current patient financial experience left a lot of room for improved patient engagement, caregiver empowerment, and operational efficiency. 81% of consumers were unsatisfied with their healthcare experience, and the happiest consumers were those who interact with the system the least.
Approach
We transformed the patient’s end-to-end financial experience by removing complexity and promoting engagement, transparency, and accessibility. The desired outcomes included reduce costs, increase patient yield, and delight patients. Ultimately, the big aha moment was that patients want to engage with financial assistance on their own terms. This lead to a newly reimagined best-in-class patient financial experience that puts people first, aligns to the company’s brand promise, and delivered value to the organization.
Results
A commitment to know, care for and make things simple for members
Over 1200 respondents to a quantitative research study
20 stakeholder interviews
E2E patient financial journey
5 Priority personas
24 Experience concepts