Banner Health
Banner Health is one of the largest, nonprofit healthcare systems in the United States with 20 facilities in seven States. Banner Health offers an array of services, each with the mission of making a difference in people’s lives through excellent patient care.

CHALLENGE: Banner Health identified that to better serve their patients they needed to offer new services such as Online Bill Presentment and Payment. As Banner Health continued to grow, it was imperative to provide alternative billing and payment options for their patients to ensure better payment results.

SOLUTION: BestBill custom designed an Online Bill Presentment and Payment solution that allowed Banner Health’s patients to access and pay their bills online. The BestBill® solution allowed patients to quickly and securely enroll to receive online statements with the option of paying bills 24 hours a day, 7 days a week. This process resulted in an immediate acceleration of cash payments that hit Banner’s bank as well as an increase in online collection of bad debt. In addition, the BestBill online solution reduced both postage costs and labor dollars.

RESULTS: Estimated savings in the first year: $ 40,000.
Estimated reduction in billing headaches: Priceless

THE “EMPHATIC GREAT” BestBill has been a great company to work with since we first began our relationship with them, and this effort was equally so. They were (and still are) innovative, resourceful and responsive in meeting our needs and requests on this project as we refined and enhanced it and as we roll it out to Banner’s other divisions.  
Background
Banner Health is one of the largest, nonprofit healthcare systems in the United States with 20 facilities in seven States. Banner Health offers an array of services, each with the mission of making a difference in people’s lives through excellent patient care.

Opportunity
Banner Health identified that to better serve their patients they needed to offer new services such as Online Bill Presentment and Payment. With the increased use of technology in everyday life, patients began requesting alternate methods for receiving and paying their bills. Patients wanted the ability to review bills and make payments 24 hours a day. Just as important, Patient Financial Services wanted to easily reconcile patient payment transactions as well as import those transactions directly into their billing software.

Real Results
BestBill worked closely with Banner Health to understand their online bill payment needs and the needs of their patients. BestBill developed a custom branded solution which directly interfaces with Banner Health’s website. This allows their patients to view and pay their bills online, review their bill history and pay outstanding balances all via credit card; safely and securely. The convenience and ease of use greatly enhanced patient satisfaction. Not to mention the additional marketing opportunities as patients are now using the Banner web-site.

And, BestBill easily worked with Banner’s merchant vendor of choice while developing another billing solution; creating the ability to capture patient payment transactions, reconciling them and importing the data directly into their billing software. With this complete online bill pay solution BestBill helped Banner create an additional channel to deliver patient bills, statements and notices. And, Banner was now able to capture payments, reconcile and post these transactions directly into their system…more quickly and with less people than ever before.
“The response we have received from our patients signing up for online billing has been tremendous and we could not have achieved that without BestBill expertise,” says Dave Walters, System Director, PFS Operations Support. “We are a long term customer of BestBill and they have consistently worked to ensure we receive cutting edge technology that can be passed on to our patients.”

Due to the success experienced by Banner in Arizona, Banner will be rolling out the online billing and payment system to the Western region. Walters says, “We had patients enrolling and submitting payments within three days of receiving their bills. BestBill offered a solution that provided outstanding results and fulfilled our goal to better serve our patients.”

 

 

 

Southwest Diagnostic Imaging
Southwest Diagnostic Imaging (SDI) is a leading provider of diagnostic and interventional radiology services with 20 locations in Arizona.

CHALLENGE: SDI’s multiple branches and large staff made it cumbersome to provide accurate billing and healthcare information to its customers, resulting in bogged-down payment processes and a disgruntled clientele.

SOLUTION: BestBill provided SDI with a dynamic billing solution that included the creation of easy-to-understand billing documents that gave patients specific and customized account information and messaging.

RESULTS:
Estimated savings in first year: $50,400
Estimated reduction in billing headaches: Priceless

The “Emphatic Great”: “We are a long term customer of BestBill. They consistently provide us with the best service and have become an extension of our company. And, we’ve decreased accounts receivable days with next-day delivery and our patient calls have been reduced by 25%.” –Cindy Rosenwald, Operations Director  
Background
Southwest Diagnostic Imaging (SDI) is a leading provider of diagnostic and interventional radiology services with 20 locations in Arizona and 75 radiologists.

Opportunity
SDI was using a patient billing process that was slow and laborious, resulting in slow account receivables. As SDI has multiple locations and a large number of radiologists on staff, the company did not have the ability to clearly display the service location and the attending radiologist on patient invoices. Confused patients complained that their bill was hard to understand resulting in an influx of customer service calls. Patient financial service reps didn’t have immediate access to patient billing information, resulting in difficulty answering questions.

Real Results
BestBill worked closely with SDI to design patient-friendly billing documents that are easy to read, understand and remit. Best of all, payment responsibility is now clearly communicated, increasing customer satisfaction. The once generic bill has turned into a dynamic document that speaks directly to the patient––reflecting specific facility location(s), radiologists, and insurance related information and payments.
And from a customer service perspective, patient financial service reps use WebView™ as a way of serving their patients in a more efficient and timely manner, having access to account information and resolving questions much more quickly. The result was a dramatic improvement in patient satisfaction.
“WebView is the way in which we quickly and easily answer patient inquiries,” says Cindy Rosenwald, Operations Director. “It gives us an advantage to have access to our patient’s bill enabling us to view the same bill that is in our patient’s hand. Our patients are satisfied and we are satisfied. BestBill is our long term partner of choice.”

“Partnering with BestBill has given us great results in increased patient satisfaction,” says Cindy. “We’ve decreased accounts receivable days with
next-day delivery and our patient calls have been reduced by 25%.”

 

BestBill is a HIPAA compliant provider and a member of HFMA.