Case Study: Baptist Health Systems Simplifies Collection With Online Payment

This case study highlights how Baptist Health Systems (BHS) reduced the administrative burden associated with manually collecting patient payments by implementing an online patient payment solution that allows BHS patients to pay their medical bills anytime and anywhere using a secure Web browser.

The Challenge
In early 2009, the leadership of Baptist Health Systems (BHS) felt a sense of urgency to implement an online payment and account management solution for patients. Not only were patients asking for such alternatives, but the organization had embarked on a revenue optimization initiative as well. Across the board, this growing health system needed a streamlined, patient friendly way to capture electronic payments, improve cash flow and reduce bad debt and burdensome paperwork.

The Solution
BHS narrowed its search for a partner who could provide an online payment and account management solution for its patients. As an existing customer of Emdeon's statement printing and mailing solution, Emdeon ExpressBill Services, the BHS team took a concerted look at other hospital systems that were using Emdeon Patient Pay Online to gain an understanding of the functionality and integration in practical application. Assured that Emdeon Patient Pay Online was the right option, BHS began implementation in the fall of 2009 and was up and running with the full system within 90 days.

Immediate & Lasting Results
BHS opted for a soft launch of Emdeon Patient Pay Online in March 2010. Even without promotional fanfare, many patients found and began utilizing the system right away. BHS was immediately pleased with the adoption rate, signs of sustained usage and the dollar value of payments received through the system.

Today, BHS' online payment portal continues to be widely accepted and used by the patient population. Growth has been organic and steady. Since BHS implemented Emdeon Patient Pay Online, they have tracked 1,017 total enrolled users of the system and $358,000 in revenue collected online to date.

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