The Elite Billing and Payment Blog

Rethinking Patient Financial Communication to Better Fit Millennials

Posted by Brian Watson on Tue, May 03, 2016 @ 12:35 PM

They’re diverse, influential, and demanding.  They spend more time with media (9.5 hours a day on average) than most Americans sleep.  Growing up with Apple, Amazon, and Google, they have high expectations about user experience – and aren’t shy about voicing their displeasure when a business’ approach falls short.

And they’re ready to change the way you practice healthcare.

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Tags: Mobile Payment, Patient Friendly Billing, Online Billing and Payment

Making the Case for a Multi-Channel Payment Approach [Infographic]

Posted by Brian Watson on Mon, Feb 16, 2015 @ 03:57 PM

When it comes to bill payment, today’s consumers like to dabble.  In a recent survey, seventy-six percent of consumers reported using multiple ways to pay a bill each month – some combination of mail-in, in-person, online, mobile and voice-based channels. 

Why the all the indecision? Simple: consumers are increasingly leveraging the choice provided by a multi-channel mix to build more flexibility, convenience, and choice into the billing process.

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Tags: Online Billing and Payment

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

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

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