How to Measure the Healthcare Billing Experience

Healthcare providers are collecting more from patients than ever before, yet the healthcare billing experience remains confusing, complicated and downright unpleasant for most patients.A recent survey of over 1,000 US consumers found that nearly four in ten consumers have switched providers because of a negative billing experience. About 41% of respondents also said they had left a negative review of a provider because of these experiences.Lackluster billing experiences coupled with the growing cost of healthcare, especially for patients, are making it even more difficult for providers to collect revenue for services rendered. In fact, patient collection rates have declined after the COVID-19 pandemic, from about 55% in 2021 to almost 48% in 2022 and 2023. At that time, providers received barely a quarter of the total charges owed to them, writing more off as bad debt despite historically low uninsured rates.

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