Even for the most seasoned consumers, healthcare bills may be extremely difficult to handle and even more difficult to fully grasp. When you multiply any one source of uncertainty by the three out of every four U.S. consumers who paid for healthcare products or services in the preceding year, you have hundreds of millions of potential issues.
The newest collaboration with Lynx, “The Digital Platform Promise: How Consumers Want to Simplify Healthcare Payments,” focuses on the role of digital platforms in the payment of healthcare products and services. According to the report, 29% of consumers used a digital portal to pay a medical bill at least once in the preceding year, and one-quarter of those who used a digital portal to pay stated it was their preferred mode of payment during that time period.
More than half of the consumers (54%), expressed frustration with healthcare-related services and products. Adding to the desire for a more smooth overall experience, 21% expressed problems with the payment process, and almost as many claimed difficulty understanding their invoices and keeping track of their credentials. Internet portals can help in this regard, with 25% of customers who have an account with one indicating that the platform makes it easier to obtain account information.
This is a challenge for everyone concerned. Paying a bill they don’t comprehend is an invitation to future conflict. Furthermore, recent study has revealed that customers prioritise the expenses that cause the least amount of friction.
