HXR 2017: Paul Kahn, Mad*Pow: Lessons Learned from a Bill you can understand
•Download as PPTX, PDF•
1 like•118 views
The document summarizes lessons learned from efforts to create more understandable medical bills. It describes patients' common experiences with surprise, confusion and delay regarding medical bills. It then outlines three approaches that could help reduce complexity: 1) provider networks managing all charges, 2) insurers managing all payments, or 3) a new third-party platform managing claims and payments between all parties. The key is establishing a single financial relationship for patients to alleviate fragmentation and create a coherent experience.
Recommended
More Related Content
What's hot
What's hot (20)
Similar to HXR 2017: Paul Kahn, Mad*Pow: Lessons Learned from a Bill you can understand
Similar to HXR 2017: Paul Kahn, Mad*Pow: Lessons Learned from a Bill you can understand (20)
More from HxRefactored
More from HxRefactored (20)
Recently uploaded
Recently uploaded (20)
HXR 2017: Paul Kahn, Mad*Pow: Lessons Learned from a Bill you can understand
- 1. PREPARED BYPREPARED BY Lessons Learned from A Bill You Can Understand DATE Paul Kahn, Experience Design Director June 20, 2017
- 2. Everyone’s Experience of Medical Bills Surprise Who is this doctor? Why am I getting this bill? Confusion Didn’t I pay this already? What does this code mean? Delay A bill for something that happened 6 months ago?
- 4. Easiest Bill to Understand
- 6. Current medical billing systems Why is this so complicated? The Patient Integrates
- 7. 3 approaches to reduce complexity for patients • Provider Network manages all charges from in-network and out-of- network providers and insurance deductible • Insurer manages all payments to be redistributed to all providers • A new Third-Party Service Platform manages all claims and payment between providers, payers and patients The Provider Integrates
- 8. 3 approaches to reduce complexity for patients • Provider Network manages all charges from in-network and out-of- network providers and insurance deductible • Insurer manages all payments to be redistributed to all providers • A new Third-Party Service Platform manages all claims and payment between providers, payers and patients The Insurer Integrates
- 9. 3 approaches to reduce complexity for patients • Provider Network manages all charges from in-network and out-of- network providers and insurance deductible • Insurer manages all payments to be redistributed to all providers • A new Third-Party Service Platform manages all claims and payment between providers, payers and patients The Platform Integrates
- 10. What’s Needed: A Single Financial Relationship • The key to a patient-centered billing system is a single financial relationship • Alleviate the fragmentation of financial relationships • Create a coherent service for managing patient’s experience of healthcare providers and their associated cost
Editor's Notes
- And the winner is the team from RadNet led by Randy Ziegler. The strengths of this entry include: A design that segments the page or screen for easy reading A consistent view of payment due, payment options and insurance details QR code links to online presentation for further information with progressive disclosure to reveal charge details as needed A clear explanation of charges and terms Customized presentation based on patient’s insurance status
- And the winner for Prize 2 is sequence led by Cheryn Flanagan for their design of Clarify, a new service that brokers information and payment for patients Some of the outstanding features of this entry include: Establishing a consumer-centric information and payment service Integrating search for services, cost comparisons and scheduling appointments Consolidating all communication from multiple insurers and providers Innovative features for consumers to pre-paying for medical services
- Once we alleviate this problem, visual and service design improvements can address the issues related to confusion, poor financial planning and lack of trust. Undoing the current fragmentation requires significant reorganization of the information being presented to the patient. The key to unlock a patient-centered billing system is the same whether it comes from the healthcare network, the insurer or a new patient-facing service.
- The true origin of the “A Bill You Can Understand” Design and Innovation Challenge is everyone’s experience with medical bills in the United States. The medical bill is an integral part of the healthcare system and a patient’s most common interface with healthcare organizations. The way the cost of medical care is communicated directly affects our health. A patient’s experience of these bills is capable of invoking illness, rage, confusion and bankruptcy. We all asks ourselves: Why are medical bills so different from all the other bills I get? Why are they so confusing?