Gartner Research

Make It Easy for Patients to Pay and Engage

Published: 11 July 2014

ID: G00263136

Analyst(s): Melanie A. Meyer


Healthcare reform and consumerism have resulted in patient payments representing a growing share of healthcare delivery organization collections. CIOs and revenue cycle management leaders can use these best practices to improve patient collections and to increase patient engagement.

Table Of Contents
  • Key Challenges



  • Employ a Multichannel Approach to Collect Payments That Includes Opportunities for Patient Engagement
    • Online Portal/Web
    • Mobile/Tablet
    • Phone/Integrated Voice Response (IVR)
  • Consolidate Statements and Customer Service Functions to Present One Unified View to the Patient, Improve the Patient Experience and Lower Costs
  • Utilize Predictive Analytics to Optimize Self-Pay Workflows and Collections While Maximizing Impact of Touchpoints With the Patient

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