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Consumer Preferences for Healthcare Bills & Statements
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Consumer Preferences for Healthcare Bills & Statements

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  • 1. Here’s what consumers are saying about their statements and bills
  • 2. First, Think About How Many Ways You Interact With Your Members ID Cards Welcome Kit Explanation of Benefits Health Statements Checks Wellness Communication Archive Secure eMail Mobile Delivery 2 © 2012 Fiserv, Inc. or its affiliates.
  • 3. You Have Your Member’s Attention for 5 Minutes! Average time spent reviewing bills/statements Top 4 INVESTMENT FUNDS CHECKING/SAVINGS 6.8 min. 5.7min. CREDIT CARD 5.5min. How are you using this time? Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013. 3 © 2012 Fiserv, Inc. or its affiliates. HEALTHCARE 5.0 min.
  • 4. How Bills/Statements are Currently Received Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 4 © 2012 Fiserv, Inc. or its affiliates.
  • 5. Delivery Preference for Bills/Statements Next Year Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 5 © 2012 Fiserv, Inc. or its affiliates.
  • 6. Delivery Preference for Bills/Statements in 3 Years Electronic grows from 20.2% to 50.9% over 3 years Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 6 © 2012 Fiserv, Inc. or its affiliates.
  • 7. Ways Providers Can Improve Communications by Mail Multiple Responses Permitted Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 7 © 2012 Fiserv, Inc. or its affiliates.
  • 8. Your Members Want to Choose Their Delivery Channel It’s important for me to be able to: Decide on communication channel 4.2 Access electronic archive 3.9 Access documents optimized for smartphone 2.9 Connect via social media 2.3 1 Completely Disagree 3 5 Completely Agree Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013. 8 © 2012 Fiserv, Inc. or its affiliates.
  • 9. Picture This . . . Your Member . . . John Smith Enrollment kit with content and images specific to John Smith Monthly statement with message to John for age-appropriate health screenings 50 year old John Smith Options for electronic documents when logging into John’s member portal mobile ID card 9 © 2012 Fiserv, Inc. or its affiliates. email Plan covered flu shot locations
  • 10. As a Result . . . Gets a flu shot Schedules his annual exam Turns off paper EOBs Reduced costs by eliminating EOB production & postage Created a highly customized, meaningful experience for your member Encouraged wellness behavior influencing outcomes 10 © 2012 Fiserv, Inc. or its affiliates.
  • 11. To learn more about how Fiserv can change the way you do business call 866-963-4877 or email Digital_Debbie@fiserv.com

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