The Elite Billing and Payment Blog

3 Simple Tools That Convince Patients to Use Your Payment Portal

Posted by Brian Watson on Tue, Aug 26, 2014 @ 08:14 PM

You never get the second chance to make a first impression.

For healthcare providers fighting for greater adoption of online billing and payment, that shopworn old adage might as well be a mantra.  A rallying cry.  A lens for analyzing usage, abandoned enrollments, or eStatement adoption.

Because patients are absolutely ruthless in their initial impressions of a healthcare provider's payment website.

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Tags: EBPP, Online Billing and Payment

4 Smart Ways to Cut Online Billing and Payment Costs

Posted by Brian Watson on Mon, Jan 20, 2014 @ 07:16 PM

Whether you're a consumer, a CFO, or both, there's a lot to like about online billing and payment.  

Delivery is fast.  Payment is simple.  Automation reduces errors and creates efficiencies.  And statement digitization reduces expensive processing, printing, and mail delivery costs.

But despite its advantages, EBPP success isn't easy.  Or cheap.

Far from turnkey, it takes plenty of time, money, and focus to introduce and operate a profitable platform.  Not to mention ensure customer buy-in.

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Tags: EBPP, Online Billing and Payment

5 Must-Have Online Billing and Payment Tools for Healthcare Providers

Posted by Brian Watson on Fri, Dec 20, 2013 @ 05:13 PM

The core element of any high-performing EBPP solution is bill presentment and payment.

Although enticing, patients won’t often complete EBPP registration for value-added tools like self-service account management, online messaging, or treatment cost estimation alone.

Yes, they’re part of what makes the online billing process easier and more indispensible. But presentment and payment is the straw the stirs the EBPP drink.

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Tags: EBPP, Online Patient Payment

Four EBPP Website Launch Lessons We Can Learn From HealthCare.Gov

Posted by Brian Watson on Mon, Nov 18, 2013 @ 10:37 AM

One month in, it's safe to say that the launch of the government’s online insurance website,, hasn’t gone as smoothly as anticipated.

Officials expected over 500,000 consumers to enroll in private health insurance plans through the website in October.  But despite nearly 20 million visitors, only 50,000 consumers used to buy a health plan.

Missing the mark on enrollment to that degree is cause for concern.  But it’s simply a symptom of a larger problem. 

Design flaws and larger-than-anticipated crowds have led to site timeouts, error messages, and log-in difficulties – problems that have frustrated users and slowed enrollment. 

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Tags: EBPP, Paperless Billing, Online Billing and Payment

Attack of the Double-Dippers: Overcoming Paperless Billing Objections

Posted by Brian Watson on Sat, Oct 26, 2013 @ 03:14 PM

Dou∙ble Dip∙per (/‘dəbel dipər/) n.

1. A consumer that receives billing notices, statements, or invoices both online and using a traditional print and mail paper delivery channel.  See also: resource drain.

Online billing double-dipping is a text book case of good news/bad news.

On the positive side, double-dippers have spent time and energy to make the leap to paperless billing.

And that’s no small point.  Although online bill payment has steadily increased (to the point where three of every four U.S. report paying at least one bill via an online channel each month), paperless billing adoption is still struggling to reach critical mass.  For example, slightly less than half of U.S. consumers receive a bill electronically each month.

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Tags: EBPP, Paperless Billing, Online Billing and Payment, eStatement, eBilling

Why There’s No Such Thing as Too Many Payment Channels

Posted by Brian Watson on Fri, Aug 30, 2013 @ 04:42 PM

When was the last time you watched a network TV news program?

If you’re like a lot of viewers, it’s simply no longer part of your nightly TV routine.  Pew Research’s 2012 Excellence in Journalism Project reports that total audience size for network news programming has shrunk to less than half of what it was in 1980.

And yet, chances are you interact with some kind of news media every day.

According to eMarketer, the average U.S. adult spent 278 minutes a day watching TV in 2012 and another 173 online.  And at least some of that is probably dedicated to news, whether it’s though a network, a cable outlet, news blogs, or an aggregator like Twitter.

How exactly does consumer preference for accessing news relate to your billing and payment strategy? 

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Tags: EBPP, Statement Processing, Mobile Payment, IVR

The Slow Growth of Paperless Billing (And What You Can Do About It)

Posted by Brian Watson on Wed, Aug 14, 2013 @ 10:22 AM

Paperless billing -- viewing invoices and statements online, instead of via a traditional print and mail channel -- has always been a pretty easy concept to sell to revenue cycle professionals.

Delivery happens in seconds, not days.  Costly print and mail overhead is eliminated entirely.   It’s fast, it’s automated, and it’s environmentally friendly.  From the perspective of a group responsible for quickly, efficiently collecting from customers, what’s not to like?

There’s just one hang-up: many consumers still aren’t entirely convinced just yet.  And, as one half of the billing/payment dynamic that generates the revenue that funds your bottom line, their opinions on bill delivery channels and payment technology are, well, pretty much essential.

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Tags: EBPP, Paperless Billing

Should You Be Charging Your Customers for Paper Statement Delivery?

Posted by Brian Watson on Wed, Jul 10, 2013 @ 04:49 PM

Technology can make the seemingly-impossible a bona fide reality.

Consider this stranger-than-fiction example: some billers have actually started charging customers to receive a paper bill from them each month.

Pretty wacky, right?

Ten years ago, if you would have casually remarked to the CEO of your company that you were working on a plan that would assess customers a fee just for the privilege of receiving paper billing, they would’ve likely looked at you like you were a little off (if not just plan bonkers).

And yet, here we are in 2013, and online billing and payment has reached enough of a tipping point that prominent retailers like Victoria’s Secret and Ann Taylor are now charging consumers a $1.00 “paper statement fee”. 

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Tags: EBPP, Statement Printing and Mailing

Money Trail: How EBPP Payments Get to Your Bank Account [Infographic]

Posted by Brian Watson on Fri, Jun 28, 2013 @ 04:07 PM

On the surface, online billing and payment might seem pretty simple: your customer makes a payment and a few days later the funds are sitting right there in your bank account.

Easy, right?  Well, it’s actually a bit more complicated than that.

There’s a whole behind-the-scenes system at work, verifying and authorizing payments, handling funds settlement and posting, and collecting information so that it can be easily accessed and used by your business office team.  

In fact there can be as many as five or six different parties involved in the payment value channel: you, your customer, their card network, the issuing bank that back the transaction, and your payment gateway, processor, and merchant acquiring bank.

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Tags: EBPP, Online Patient Payment

3 Crowd-Pleasing Online Payment Tools that Speed Revenue Collection

Posted by Brian Watson on Tue, Jun 18, 2013 @ 11:25 AM

When it comes to your revenue cycle, there’s no such thing as offering too many payment channels

Some users skew traditional, leaning on tried-and-true channels like statement processing and mail-in payment.  Others are firmly situated in the early-adopter camp, embracing new technology like mobile payment or EBPP.

Whatever your customers’ payment predilection, it’s a good idea to give them plenty of different ways to pay your business the money it’s owed. 

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Tags: EBPP, Quick Pay

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