[Case Study] Munson Healthcare

How Munson Healthcare transformed their patient engagement

Munson Healthcare operates nine hospitals across northern Michigan, including the nationally recognized Munson Medical Center in Traverse City.

Munson was facing nagging challenges from the sharp rise in patient pay due to the growth in high deductible health plans. Credit card payments were at an all-time high, risking breach and fueling high PCI compliance costs. The resources available for pursuing outstanding payments charged the hospital high fees, drained staff time, and risked alienating patients.

Munson moved to upgrade their patient financial experience with Flywire's patient engagement platform. Within seven months, Munson realized significant improvements in settling patient balances, patient engagement and securing credit card payments.

Munson realized that they needed to adjust their approach to address these challenges:

Typically sent out three patient statements before turning accounts over to early-out at day 65.

Paid up to 15% on payment plans financed through a loan financing company, and had full recourse on defaulted accounts.

Average payment plan term was 24 months, with a default rate of about 18%.

Had launched new guidelines for payment plans, but had limited ability to manage them.

Unable to smoothly manage new balances, adjustments, pull-backs and late charges—resulting in tedious manual processes for Munson customer service reps (CSRs) and frustration for patients.

CSRs entered patient payment data directly into a vendor web service, a process that increased their PCI compliance costs and put them at risk for costly data breaches.

Solution and results

Segmented payment plans

Flywire’s proprietary segmenting engine automatically analyzes a patient’s payment history and relevant credit data to determine a monthly payment amount they can afford. The program delivers a range of tailored plan options to the patient with their first statement and patients self-activate their preferred offers through online, mobile, or paper. Any new services are automatically rolled up into their existing plan.

What others have experienced

65% patient activation rate

26% reduction in early-out placements

12% improvement in patient pay cash

58% reduction in average payment plan length (10 months—down from 24)

$1M eliminated in annual spending

맞춤형 결제 계획 조건 및 셀프서비스 활성화를 자동으로 제공함으로써 환자는 전화를 걸고 계획을 요구할 필요가 없습니다.
이것은 환자의 경험을 향상시키는 동시에 운영을 더욱 효율적으로 만듭니다. 신용 카드 결제가 증가함에 따라 Flywire의 통합 결제 솔루션을 통해 조직 전체에서 카드 데이터를 안전하게 캡처, 저장 및 처리할 수 있습니다.

Lori Weedon Director PFS, Munson Healthcare

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