Patients 55 and older are adopting online payment tools for medical bills

NASHVILLE, Tenn., November 16, 2021 /PRNewswire/ — As consumers become more comfortable using online tools to manage such disparate activities as dinner reservations, banking appointments and the barber, a new consumer survey reveals that even older Americans are embracing online technologies to manage their health care and medical expenses.

In a recent consumer survey commissioned by Sphere, a vertically integrated payment software and technology company, 83% of all respondents said they had paid a healthcare bill through an online payment method at least once in the past year. Consumer enthusiasm for online healthcare payment tools was consistent across all age groups, with nearly two-thirds (65%) of those aged 55 and older and 85% of those aged 25 40-year-olds who paid their medical bills through their provider websites or patient portals.

Additionally, 82.5% of all patients say the ability to pay their medical bills online makes their life easier, and only 7% find paying bills online more difficult than other options. Despite a strong preference for online bill payment options that cover all age groups, many providers have yet to recognize this shift, as 89% of patients report still receiving paper bill statements.

“This survey demonstrates that offering online medical bill payment tools has become a major issue for providers, as these intuitive, secure and transparent solutions have been widely adopted by American consumers of all ages,” said Raj Voddiraju, Founder and President of Health iPASS Group, a Sphere Company. “Providers who serve older patient populations need to accommodate this shift in consumer behavior by offering convenient online options that enhance the experience at every stage of the patient journey, including self-planning capabilities appointments, automated appointment reminders, online pre-services, payment plan options upon arrival and after the visit, cost of care transparency, digital in-clinic experience and options pay bills after the visit, including SMS pay, email pay and payment plan options.the rewards of a digital transformation that increases efficiency and profitability, but they need to invest in the right technology first.”

The survey also revealed patients’ willingness to adopt appointment check-in via mobile devices and kiosks, finding that 86% of patients had used at least one of these methods in the previous year. Digital pre-service check-ins are an efficient process that saves patients and providers time by removing the need to fill out paper forms or confirm information with staff. Providers have the ability to increase patient volume, allowing them to increase revenue by seeing more patients in the same amount of time.

Additionally, the survey showed that providers use a variety of channels to contact patients, including email, post, and text, although patients indicated that phone calls remain the primary means (77 % of respondents) used by providers to contact them.

“In recent years, we’ve seen a transformation in our patients, who now demand an experience from their healthcare providers that more closely reflects what they expect from online retailers and service providers,” said Mujtaba Akther, practice administrator for Curewell Medical. “Our partnership with HealthiPASS, Sphere’s patient engagement technology, has enabled us to quickly respond to these changing consumer expectations, helping to improve patient engagement while increasing staff efficiency and reducing operational overhead.

Inquiry Details
Respondents to the random online survey of 200 US consumers sponsored by Sphere were 57% male and 43% female. The most represented age group was between 35 and 44 (42.5%), followed by 25-34 (30.5%) and 18-24 (10.5%).

About Sphere
Sphere is a vertically integrated, cloud-based payment software and technology company serving a variety of complex end markets with an established market-leading presence in the healthcare and nonprofit sectors. While Sphere was founded in 2017, we provide strategic benefits to our partners and customers from three companies established for over 20 years.

More than a third of the top 100 healthcare systems in the United States and thousands of independent healthcare providers across the country trust Sphere to make payments easy and secure by being highly integrated with workflows, systems patient billing and electronic health records for our customers. . Our integrated payment and software suite helps organizations increase payment collection while providing security, compliance instruments, and a single standardized payment stack for reporting and reconciliation. Sphere provides software solutions and fundraising tools to 5,000 nonprofit organizations in the United States and Canada.

Our sub-brands include:

  • TrustCommerce, the leading provider of healthcare and merchant processing gateways with native EHR integrations into large Integrated Distribution Networks (IDNs) and acute care facilities.
  • Health iPASS, a fully integrated suite of patient engagement software solutions to streamline the patient experience while increasing patient payment performance.
  • Qgiv, a leading digital fundraising platform providing nonprofits with a platform designed to increase online donations and payments.

Sphere is a private equity portfolio company of Waud Capital Partners, which is an innovative team of payments, healthcare and technology experts with a mission to capitalize on the acceleration and digital transformation of a fully integrated payment and software experience for our customers.

Media Contact:
Anne Bentley
Phone: 203.273.0477
[email protected]


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