Success Story

Piedmont Healthcare

Healthcare system achieves goals of increasing patient collections while simplifying and expanding patient payment options.

Challenge

Patients wanted statements that were easier to read, navigate and understand as well as more self-service ways to pay, including payment plans and other affordable payment options. “In our call center, approximately 30% of patient calls stemmed from complaints about their statement and fielding these calls was another burden for staff members,” said Brian Unell, VP of Revenue Cycle at Piedmont Healthcare. 

When this initiative kicked off, the Atlanta-based health system not only sought to improve the patient experience, but also aimed to address the needs of its staff, who were not satisfied with its previous legacy payment tools.These efforts were part of Piedmont’s strategic initiative to simplify patient financial care with the goal of increasing patient collections by $10 million in three years. 

“Piedmont’s prior payments solutions had limited integration capabilities with our Epic HIS and the new Epic Estimator tool we were deploying,” said Andrea Mejia, Executive Director of Patient Financial Care at Piedmont Healthcare. “This posed challenges for our staff, so requesting payments from patients was not happening consistently, as staff had to switch between different screens and manage overly complex workflows to accept payments and assist patients.”

Waystar Solution

Piedmont needed to support both paper and digital financial communications to clearly direct patients to relevant payment options. These communications would be optimized to patients’ preferences, as well as easy to read, navigate and understand. Piedmont also needed a payments solution that would directly integrate with Epic and support real-time posting with guaranteed reconciliation.

At the same time, they wanted to offer patients a more mobile-friendly payment experience with self-service, affordable payment options. Piedmont found all of that in Waystar, selecting us to provide a more user-friendly and efficient consumer billing and payment experience across its enterprise.

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