HRG Executive VP of Operations, Jason Coffin, will provide information about six items you must do to be successful with your Patient Pay accounts in 2021. Among those items, Jason will review collection strategy, increasing security and more.

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6 Patient Pay Must Do’s in 2021
Presented by:
Jason Coffin- HRG Executive Vice President, OutPartnering™

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1. Prioritize Millennials
Millennial customers:
75.4 million and have
surpassed the baby
boomers
• 75% of workforce by 2028
• All have a phone and demand
multi-channel support
• Highest expectations on service
and they want service now
• 99% more likely to rely on online
reviews than other generations

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2. Provide Immediate Communications
Text and mobile communications expected
• 72% of customers want to conduct transactions electronically (Up 10% from
2019)
• Mobile-friendly website (72% access on cell phone)
• 10 years ago (11% electronic and 89% landline)
• 90% prefer to speak to company employee when have questions
• Average speed-to-answer matters
• 63% would switch brands to a company with easier experience
• Market your capabilities

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3. Review Collection Strategy
• 26% of consumers can
always pay monthly
bills on time
• 17% always pay
unforeseen bill
without using credit
Consumer
Behavior
• Incentives at tax time
• Payer mix
• Effectiveness of
payment plans
• Seasonality of your
community
Capacity
to pay

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4. Understand Bots
• 85% of consumer
interactions will be non-
human by 2025 (Gartner)
• Amazon Alexa, Apple Siri,
Google Assistant, and
Microsoft Cortana
Artificial
Intelligence or
Bots

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5. Differentiate your Brand
Branded Patient Portals, Websites and Phone Numbers
Website ease of use
Self service capabilities
Phone staff soft skill training
Quality assurance monitoring
Brand loyalty and consumer feedback
• 47% of customers will
voice customer
service complain on
social media
• Only as good as your
last review
Everyone has
Feedback

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6. Increase Security
• Encryption, VPN and SFTP
• PCI compliance
• HIPAA validation
• Risk assessment
• Ongoing security awareness
training
Data breaches in
the healthcare
industry are
likely to triple in
volume in 2021,
according to
Black Book
Market Research

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9. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com

10. © 2020 Healthcare Resource Group, Inc. ALL RIGHTS RESERVED. hrgpros.com