{ "version": "https://jsonfeed.org/version/1.1", "user_comment": "This feed allows you to read the posts from this site in any feed reader that supports the JSON Feed format. To add this feed to your reader, copy the following URL -- https://www.pymnts.com/category/healthcare/feed/json/ -- and add it your reader.", "next_url": "https://www.pymnts.com/category/healthcare/feed/json/?paged=2", "home_page_url": "https://www.pymnts.com/category/healthcare/", "feed_url": "https://www.pymnts.com/category/healthcare/feed/json/", "language": "en-US", "title": "Healthcare Archives | PYMNTS.com", "description": "What's next in payments and commerce", "icon": "https://www.pymnts.com/wp-content/uploads/2022/11/cropped-PYMNTS-Icon-512x512-1.png", "items": [ { "id": "https://www.pymnts.com/?p=2685777", "url": "https://www.pymnts.com/healthcare/2025/unitedhealth-acknowledges-there-are-problems-after-ceo-murder/", "title": "UnitedHealthcare Acknowledges \u2018There Are Problems\u2019 After CEO\u2019s Murder", "content_html": "

UnitedHealthcare is reportedly working to overhaul its customer service following the murder of its CEO.

\n

When Brian Thompson was shot and killed on the streets of Manhattan last year on his way to an investors meeting, his accused killer became something of a social media folk hero among people who saw the healthcare company as cold and uncaring.

\n

UnitedHealthcare executives said they recognize the need to improve communications with customers and to make their system easier to navigate, Bloomberg reported Wednesday (April 16).

\n

Tim Noel, who took over the insurance unit when Thompson died, said in the report that management is \u201cacknowledging that there are challenges, there are problems.\u201d

\n

\u201cWe are fixing them,\u201d Noel said, per the report, from UnitedHealthcare\u2019s suburban Minneapolis headquarters, outfitted with a new security perimeter and guards who check each vehicle upon entry.

\n

UnitedHealth Group, owner of UnitedHealthcare, the biggest health insurer in the United States, is set to report its earnings Thursday (April 17). Investors will want to see medical costs and how UnitedHealth is dealing with public sentiment, the report said.

\n

Company officials said they are speeding up decisions on requests for care, known as prior authorizations, and shrinking the number of medical services subject to those hurdles. The company is also trying to enhance its communications with customers when a request or claim is denied, according to the report.

\n

The interview with Noel represented a change for UnitedHealth, as the company had traditionally limited its public remarks to scripted events, the report said. Now, the company wants to change the narrative by communicating its role in the health world more directly.

\n

Meanwhile, the healthcare sector is attempting to overhaul its payments practices.

\n

\u201cDespite widespread digital transformation across industries, a large swath of the healthcare sector remains tethered to manual payment systems,\u201d PYMNTS reported Wednesday. \u201cHowever, these paper checks, manual reconciliation processes and outdated billing infrastructures can introduce frictions that reverberate across the value chain, from payer to provider to patient.\u201d

\n

The PYMNTS Intelligence report \u201cA Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare\u201d found that 67% of healthcare payer executives suffered reduced efficiency because of these outdated systems.

\n

The post UnitedHealthcare Acknowledges \u2018There Are Problems\u2019 After CEO\u2019s Murder appeared first on PYMNTS.com.

\n", "content_text": "UnitedHealthcare is reportedly working to overhaul its customer service following the murder of its CEO.\nWhen Brian Thompson was shot and killed on the streets of Manhattan last year on his way to an investors meeting, his accused killer became something of a social media folk hero among people who saw the healthcare company as cold and uncaring.\nUnitedHealthcare executives said they recognize the need to improve communications with customers and to make their system easier to navigate, Bloomberg reported Wednesday (April 16).\nTim Noel, who took over the insurance unit when Thompson died, said in the report that management is \u201cacknowledging that there are challenges, there are problems.\u201d\n\u201cWe are fixing them,\u201d Noel said, per the report, from UnitedHealthcare\u2019s suburban Minneapolis headquarters, outfitted with a new security perimeter and guards who check each vehicle upon entry.\nUnitedHealth Group, owner of UnitedHealthcare, the biggest health insurer in the United States, is set to report its earnings Thursday (April 17). Investors will want to see medical costs and how UnitedHealth is dealing with public sentiment, the report said.\nCompany officials said they are speeding up decisions on requests for care, known as prior authorizations, and shrinking the number of medical services subject to those hurdles. The company is also trying to enhance its communications with customers when a request or claim is denied, according to the report.\nThe interview with Noel represented a change for UnitedHealth, as the company had traditionally limited its public remarks to scripted events, the report said. Now, the company wants to change the narrative by communicating its role in the health world more directly.\nMeanwhile, the healthcare sector is attempting to overhaul its payments practices.\n\u201cDespite widespread digital transformation across industries, a large swath of the healthcare sector remains tethered to manual payment systems,\u201d PYMNTS reported Wednesday. \u201cHowever, these paper checks, manual reconciliation processes and outdated billing infrastructures can introduce frictions that reverberate across the value chain, from payer to provider to patient.\u201d\nThe PYMNTS Intelligence report \u201cA Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare\u201d found that 67% of healthcare payer executives suffered reduced efficiency because of these outdated systems.\nThe post UnitedHealthcare Acknowledges \u2018There Are Problems\u2019 After CEO\u2019s Murder appeared first on PYMNTS.com.", "date_published": "2025-04-16T12:03:48-04:00", "date_modified": "2025-04-16T12:03:48-04:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2024/05/UnitedHealth.jpg", "tags": [ "Healthcare", "Insurance", "News", "PYMNTS News", "unitedhealthcare", "What's Hot" ] }, { "id": "https://www.pymnts.com/?p=2684984", "url": "https://www.pymnts.com/healthcare/2025/healthcares-digital-payments-push-battles-rising-fraud-and-falling-margins/", "title": "Healthcare\u2019s Digital Payments Push Battles Rising Fraud and Falling Margins", "content_html": "

Inefficiency in healthcare is more than just inconvenient. It can often be expensive.

\n

Yet in today\u2019s world, where tap-to-pay is routine at coffee shops and digital identities help authenticate purchases in seconds, it\u2019s startling to discover that much of the healthcare system in the United States still leans heavily on checks and cash.

\n

The cost? Operational inefficiency, regulatory risk and a subpar patient experience.

\n

Despite widespread digital transformation across industries, a large swath of the healthcare sector remains tethered to manual payment systems. However, these paper checks, manual reconciliation processes and outdated billing infrastructures can introduce frictions that reverberate across the value chain, from payer to provider to patient.

\n

The April 2025 B2B and Digital Payments Tracker\u00ae Series from PYMNTS Intelligence and American Express showed that 67% of healthcare payer executives reported reduced efficiency due to these outdated systems.

\n

Digital payments offer a cleaner alternative, the report found. Automated billing systems, real-time payment notifications and direct deposit mechanisms allow healthcare providers to accelerate their revenue cycle and reduce friction in the claims process.

\n

A System Stuck in the Past

\n

In many provider offices, checks are still printed, envelopes still stuffed, and payments still posted manually. This isn\u2019t just a legacy of tradition. It\u2019s often a result of fragmented systems, complex reimbursement rules and disparate data silos.

\n

Against this backdrop, the modernization of healthcare payments is becoming a strategic imperative.

\n

At the institutional level, the adoption of digital payments is reshaping how healthcare systems operate. Traditional billing processes have long relied on printed statements, mailed invoices and in-person payments \u2014 inefficient models that delay collections and inflate costs. For providers and payers, digital payments can promise streamlined operations, better cash flow and reduced administrative burden.

\n

Despite the benefits, barriers remain. Legacy IT systems, budget constraints and organizational inertia can slow the pace of transformation. Healthcare organizations, particularly smaller practices and rural hospitals, often lack the technical expertise or capital to implement comprehensive digital payment solutions.

\n

To bridge the gap, some health systems are turning to third-party platforms that offer turnkey digital payment services. These platforms handle everything from invoicing and processing to security and compliance, allowing healthcare organizations to modernize without major infrastructure overhauls.

\n

However, the real revolution is unfolding on the patient side.

\n

The Patient Experience Requires Simplicity as a Service

\n

Patients today expect the same convenience and transparency from their healthcare providers as they do from their favorite retailers or streaming platforms. Yet the traditional healthcare billing experience \u2014 confusing invoices, surprise charges and delayed statements \u2014 can be frustrating. Digital payment systems are changing that narrative by making the payment process intuitive, timely and accessible.

\n

The consumerization of healthcare is shifting the stakes. As healthcare organizations embrace this shift, they\u2019re finding that digital payments don\u2019t just improve financial transactions; they rebuild trust and engagement at every stage of the patient journey.

\n

\u201cModern payments solutions are supporting the evolution of the healthcare industry,\u201d Alexander Paull, vice president of global merchant services at American Express, told PYMNTS in the report. \u201cBy embracing today\u2019s digital payment solutions, providers can improve operational efficiency and reduce risk \u2014 all while keeping up with patients\u2019 payment preferences.\u201d

\n

At the same time, for young generations, digital payment capabilities are table stakes. Millennials and Generation Z patients are more likely to choose providers who offer modern, tech-enabled experiences, including online appointment scheduling, telehealth and frictionless payment methods.

\n

Ultimately, there\u2019s a deeper story here \u2014 one that is less about technology and more about trust. At its core, healthcare is a relationship-driven industry. Every interaction, whether clinical or financial, influences how patients perceive their provider.

\n

Read the report: A Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare

\n

The post Healthcare\u2019s Digital Payments Push Battles Rising Fraud and Falling Margins appeared first on PYMNTS.com.

\n", "content_text": "Inefficiency in healthcare is more than just inconvenient. It can often be expensive.\nYet in today\u2019s world, where tap-to-pay is routine at coffee shops and digital identities help authenticate purchases in seconds, it\u2019s startling to discover that much of the healthcare system in the United States still leans heavily on checks and cash.\nThe cost? Operational inefficiency, regulatory risk and a subpar patient experience.\nDespite widespread digital transformation across industries, a large swath of the healthcare sector remains tethered to manual payment systems. However, these paper checks, manual reconciliation processes and outdated billing infrastructures can introduce frictions that reverberate across the value chain, from payer to provider to patient.\nThe April 2025 B2B and Digital Payments Tracker\u00ae Series from PYMNTS Intelligence and American Express showed that 67% of healthcare payer executives reported reduced efficiency due to these outdated systems.\nDigital payments offer a cleaner alternative, the report found. Automated billing systems, real-time payment notifications and direct deposit mechanisms allow healthcare providers to accelerate their revenue cycle and reduce friction in the claims process.\nA System Stuck in the Past\nIn many provider offices, checks are still printed, envelopes still stuffed, and payments still posted manually. This isn\u2019t just a legacy of tradition. It\u2019s often a result of fragmented systems, complex reimbursement rules and disparate data silos.\nAgainst this backdrop, the modernization of healthcare payments is becoming a strategic imperative.\nAt the institutional level, the adoption of digital payments is reshaping how healthcare systems operate. Traditional billing processes have long relied on printed statements, mailed invoices and in-person payments \u2014 inefficient models that delay collections and inflate costs. For providers and payers, digital payments can promise streamlined operations, better cash flow and reduced administrative burden.\nDespite the benefits, barriers remain. Legacy IT systems, budget constraints and organizational inertia can slow the pace of transformation. Healthcare organizations, particularly smaller practices and rural hospitals, often lack the technical expertise or capital to implement comprehensive digital payment solutions.\nTo bridge the gap, some health systems are turning to third-party platforms that offer turnkey digital payment services. These platforms handle everything from invoicing and processing to security and compliance, allowing healthcare organizations to modernize without major infrastructure overhauls.\nHowever, the real revolution is unfolding on the patient side.\nThe Patient Experience Requires Simplicity as a Service\nPatients today expect the same convenience and transparency from their healthcare providers as they do from their favorite retailers or streaming platforms. Yet the traditional healthcare billing experience \u2014 confusing invoices, surprise charges and delayed statements \u2014 can be frustrating. Digital payment systems are changing that narrative by making the payment process intuitive, timely and accessible.\nThe consumerization of healthcare is shifting the stakes. As healthcare organizations embrace this shift, they\u2019re finding that digital payments don\u2019t just improve financial transactions; they rebuild trust and engagement at every stage of the patient journey.\n\u201cModern payments solutions are supporting the evolution of the healthcare industry,\u201d Alexander Paull, vice president of global merchant services at American Express, told PYMNTS in the report. \u201cBy embracing today\u2019s digital payment solutions, providers can improve operational efficiency and reduce risk \u2014 all while keeping up with patients\u2019 payment preferences.\u201d\nAt the same time, for young generations, digital payment capabilities are table stakes. Millennials and Generation Z patients are more likely to choose providers who offer modern, tech-enabled experiences, including online appointment scheduling, telehealth and frictionless payment methods.\nUltimately, there\u2019s a deeper story here \u2014 one that is less about technology and more about trust. At its core, healthcare is a relationship-driven industry. Every interaction, whether clinical or financial, influences how patients perceive their provider.\nRead the report: A Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare\nThe post Healthcare\u2019s Digital Payments Push Battles Rising Fraud and Falling Margins appeared first on PYMNTS.com.", "date_published": "2025-04-16T04:00:33-04:00", "date_modified": "2025-04-15T22:59:32-04:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/04/healthcare-digital-payments-technology.jpg", "tags": [ "A Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare", "American Express", "automation", "Digital Payments", "digital transformation", "faster payments", "Featured News", "Healthcare", "News", "PYMNTS Intelligence", "PYMNTS News", "PYMNTS Study", "Technology", "telehealth" ] }, { "id": "https://www.pymnts.com/?post_type=tracker_posts&p=2462590", "url": "https://www.pymnts.com/tracker_posts/a-dose-of-digital-how-modernizing-payments-is-revitalizing-healthcare/", "title": "A Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare", "content_html": "

The healthcare industry in the United States has long been challenged by manual payment methods and processes that hinder efficiency and strain revenue. However, the sector is undergoing a significant shift as digital payments gain traction. These innovations are streamlining financial transactions for providers and patients, offering faster, more secure and more convenient solutions.

\n

Digital payments not only help improve cash flow and reduce risk but also enhance patient satisfaction \u2014 a key driver of long-term patient retention. As other industries embrace these advancements, healthcare providers that fail to modernize risk falling behind in a highly competitive landscape.

\n\n

[branded_divider]

\n

Healthcare Firms Seek Tech Upgrades as Manual Systems Hamper Efficiency

\n

Manual payment systems are slowing the healthcare industry, creating inefficiencies. As other sectors embrace digital tools, healthcare\u2019s lag highlights the urgent need for modernization.

\n
\n
\n
\n

Manual systems in the healthcare industry create inefficient workflows.

\n

A recent survey revealed that more than two-thirds (67%) of executives and decision-makers in healthcare payer organizations say their firms\u2019 manual payment platforms are reducing efficiency. Additionally, nearly three-quarters (74%) said these platforms left their organizations more exposed to risks of regulatory fines and penalties. Furthermore, 62% of respondents said their company\u2019s payment technologies had become a liability.

\n
\n
\n

67%

\n

of decision-makers in healthcare payer organizations say their firms\u2019 manual payment platforms are reducing efficiency.

\n
\n
\n
\n

The healthcare industry has been slower to adopt digital payments than other sectors.

\n

PYMNTS Intelligence illuminates how healthcare payments often rely on manual methods. In the past year, 42% of healthcare provider small to mid-sized businesses (SMBs) reported sending payments by check, 34% used automated clearing house (ACH) transfers and 30% relied on cash.

\n

According to a survey by American Express, 33% of surveyed U.S. healthcare consumers experience frustration when they are not offered modern payment solutions, such as digital wallets or mobile payments. Moreover, 87% of surveyed U.S. consumers said it\u2019s important for their healthcare provider to offer their preferred payment method, with 24% saying they would consider switching providers if they couldn’t pay in the way they prefer.

\n

[branded_divider]

\n

Digital Healthcare Payments Are Gaining Ground

\n

Digital healthcare payments are revolutionizing the industry, with major players adopting modernized systems. While the sector is poised for rapid growth, adoption gaps remain, presenting opportunities for further innovation.

\n
\n
\n
\n

66%

\n

of healthcare payment portals offer Google Pay.

\n
\n
\n

California health plans are implementing streamlined, modernized payment systems.

\n

Three major California health plans \u2014 Aetna, Blue Shield of California and Health Net \u2014 have teamed up to implement a new value-based payment model, aiming to streamline processes through a single, unified approach. The move is intended to boost efficiency and reduce administrative labor, freeing up staff and resources to focus more on care.

\n
\n
\n
\n

Globally and domestically, digital payments in healthcare are on the rise.

\n

Between 2024 and 2030, the global market for Healthcare Digital Payments is expected to grow at a compound annual growth rate (CAGR) of 19%. As part of this growth, healthcare providers are replacing check payments with self-service options such as online portals. The most popular payment methods offered via online healthcare portals are credit and debit cards (78%), Google Pay (66%), Apple Pay (64%) and PayPal (63%).

\n

[branded_divider]

\n

Healthcare Providers and Patients Alike Cite Benefits of Digital Payments

\n

Modernizing payments in healthcare is delivering greater speed, efficiency and convenience. For providers, digital payments help improve cash flow, reduce risk and streamline operations. Patients, in turn, benefit from seamless and hassle-free digital transactions.

\n
\n
\n
\n

Both payers and payees cite benefits from digital healthcare payments.

\n

Online digital payment portals can give patients access to detailed billing statements, cost estimates, payment options, insurance information and avenues of communication with healthcare providers. For providers, the ability to store patient payment options streamlines billing.

\n
\n
\n

40%

\n

of patients would like to see their healthcare providers support contactless payments and online portal payments.

\n
\n
\n
\n

More user-friendly digital payments can also drive patient retention.

\n

The advantages of digital payments extend beyond internal operations. The technology can also help retain patients. Healthcare finance experts note that manual processes create confusion and friction for consumers. By adopting digital payment technologies, providers can deliver a more seamless and straightforward experience.

\n

[branded_divider]

\n

An Insider on Modernization as Healthcare\u2019s Vital Payment Prescription

\n

PYMNTS Intelligence interviews Saurabh Joshi, President of CSG Forte, on why payment modernization with digital and automated solutions is key to healthcare companies\u2019 quest for better financial health.

\n
\n
\"Saurabh
\n
\n
\n
\n

The benefits of modernization go far beyond payment speed. A modernized payment system offers enhanced security and compliance, better integration with electronic health record systems and improved patient satisfaction in addition to financial efficiency.\u201d

\n
Saurabh Joshi
\nPresident, CSG Forte
\n
\n
\n

Manual payment systems remain a common feature in the healthcare industry, making business operations complex.

\n

Joshi told PYMNTS Intelligence that CSG Forte works with several thousand healthcare providers and processes more than a billion dollars in healthcare payments each year, including nondigital methods. As such, he sees firsthand the complications created by nondigital payments such as cash, paper checks and money orders.

\n

\u201cModernizing the payment system is critically important for this industry,\u201d he said. \u201cNon-digitized payments introduce several operational challenges, such as manual processing errors, delayed reconciliations, record-keeping issues, increased administrative burden and security/fraud risks. These challenges lead to increased costs, losses and cash flow issues for healthcare providers, which can hurt business operations and outcomes for these essential businesses.\u201d

\n

However, faster payment options are seeing greater usage in healthcare settings, offering both efficiency and improved patient satisfaction.

\n

Faster payments can significantly transform healthcare operations and enhance patient experiences, Joshi explained. By reducing the time lag between service delivery and revenue collection, healthcare providers can see improved cash flow and reduce time spent chasing overdue payments, ultimately boosting their overall financial efficiency. To enable faster payments, he noted, providers must modernize their underlying payment infrastructure.

\n

\u201cThe benefits of modernization go far beyond payment speed,\u201d he said. \u201cA modernized payment system offers enhanced security and compliance, better integration with electronic health record systems and improved patient satisfaction in addition to financial efficiency.\u201d

\n

Joshi said it\u2019s also important to consider multiple payment options.

\n

\u201cEach payment use case is unique and merits a tailored approach,\u201d he said. \u201cBy engaging a trusted payment partner with longtime industry experience, healthcare providers can benefit from its counsel on the optimal payment process for each use case.\u201d

\n

Many healthcare businesses still face obstacles in adopting innovative payment methods, with perceived risks, costs and other factors deterring them from transforming their payment systems.

\n

It\u2019s crucial to address perceived risks upfront, Joshi asserted. To alleviate concerns and accelerate the adoption of beneficial payment upgrades, he maintains vendors should take a multifaceted approach that demonstrates user-friendly designs, improved cost management and higher return on investment (ROI), while offering flexibility with phased deployments. In particular, he noted, fraud mitigation is one of the most important considerations in payments \u2014 especially in the healthcare industry, given the sensitivity of patient data.

\n

\u201cPayment companies must have transparent and honest conversations with healthcare providers about the cybersecurity landscape and highlight the processes and technologies in place to identify and prevent instances of fraud,\u201d he said.

\n

System maintenance is also a common concern among healthcare providers, Joshi explained, with businesses required to evolve their systems regularly to get ahead of cyberthreats and ensure compliance. This can slow the modernization process for in-house payment systems, as payment optimizations are overwhelming to undertake individually.

\n

\u201cHealthcare providers should lean on a trusted partner to ensure that payment systems are always equipped with the latest technology and remain 100% compliant,\u201d he advised.

\n

Healthcare providers should seek payment partners that offer industry-specific solutions.

\n

Healthcare payments are unique and complex, Joshi observed, so providers should consider selecting payment companies that already work within the space to help them reduce risk, support revenue and improve patient payment experiences.

\n

\u201cNo two organizations are alike, and neither are their payment processing needs,\u201d he noted, \u201cso it\u2019s critical to work with a payment partner that offers the expertise, technology and flexibility that providers need to tailor and optimize their payment experience. The right solution will depend on the maturity and expertise of the provider, as well as the strength of their partnerships.\u201d

\n

He added that a seamless experience for both healthcare providers and patients is also essential.

\n

\u201cOur custom-built, new-age solutions for the healthcare industry are not just innovative but also backward-compatible with legacy platforms, thereby enabling seamless integration across generations of healthcare technologies,\u201d he said. \u201cCSG products are modular, easy to integrate and offer faster payments, with acquiring and processing capabilities across all channels: web, mobile, over the phone and in-office point of sale. The platform helps digitize payment methods and offers patients the ability to split payments due when needed.\u201d

\n

Joshi said that CSG also supports the provider\u2019s bottom line by reducing late payments, minimizing system leakages and improving payment collections.

\n

\u201cDemand for these solutions is skyrocketing as our customers see and share the benefits of these platforms for their organizations to reduce risk, improve revenue outcomes and create a more seamless payment experience,\u201d he concluded.
\n[branded_divider]

\n

Future-Proofing Healthcare With Digital Payments

\n

To stay competitive and meet evolving patient expectations, healthcare providers must embrace digital payment solutions. These technologies not only streamline operations but also improve financial health and patient satisfaction.

\n

PYMNTS Intelligence recommends the following actionable roadmap for healthcare companies:

\n\n

By adopting digital payment platforms, healthcare providers can future-proof their operations, reduce inefficiencies and strengthen patient relationships. The shift to modern payment technologies may prove to be a necessity for sustainable success, and now is the time to act.

\n
\n
\"Alexander
\n
\n
\n
\n

Modern payments solutions are supporting the evolution of the healthcare industry. By embracing today\u2019s digital payment solutions, providers can improve operational efficiency and reduce risk \u2014 all while keeping up with patients\u2019 payment preferences. That\u2019s why American Express is working with Payment Facilitator Partners to help extend the benefits of these payment solutions, including fast, secure payments to healthcare providers.\u201d

\n
Alexander Paull
\nVice President, Global Merchant Services, American Express
\n
\n
\n

[branded_divider]
\nAcknowledgment
\nThe B2B and Digital Payments Tracker\u00ae Series is produced in collaboration with American Express, and PYMNTS Intelligence is grateful for the company\u2019s support and insight. PYMNTS Intelligence retains full editorial control over the above findings, methodology and data analysis.

\n

The post A Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare appeared first on PYMNTS.com.

\n", "content_text": "The healthcare industry in the United States has long been challenged by manual payment methods and processes that hinder efficiency and strain revenue. However, the sector is undergoing a significant shift as digital payments gain traction. These innovations are streamlining financial transactions for providers and patients, offering faster, more secure and more convenient solutions.\nDigital payments not only help improve cash flow and reduce risk but also enhance patient satisfaction \u2014 a key driver of long-term patient retention. As other industries embrace these advancements, healthcare providers that fail to modernize risk falling behind in a highly competitive landscape.\n\n Healthcare Firms Seek Tech Upgrades as Manual Systems Hamper Efficiency\n Digital Healthcare Payments Are Gaining Ground\n Healthcare Providers and Patients Alike Cite Benefits of Digital Payments\n An Insider on Modernization as Healthcare\u2019s Vital Payment Prescription\n Future-Proofing Healthcare With Digital Payments\n\n[branded_divider]\nHealthcare Firms Seek Tech Upgrades as Manual Systems Hamper Efficiency\nManual payment systems are slowing the healthcare industry, creating inefficiencies. As other sectors embrace digital tools, healthcare\u2019s lag highlights the urgent need for modernization.\n\n\n\nManual systems in the healthcare industry create inefficient workflows.\nA recent survey revealed that more than two-thirds (67%) of executives and decision-makers in healthcare payer organizations say their firms\u2019 manual payment platforms are reducing efficiency. Additionally, nearly three-quarters (74%) said these platforms left their organizations more exposed to risks of regulatory fines and penalties. Furthermore, 62% of respondents said their company\u2019s payment technologies had become a liability.\n\n\n67%\nof decision-makers in healthcare payer organizations say their firms\u2019 manual payment platforms are reducing efficiency.\n\n\n\nThe healthcare industry has been slower to adopt digital payments than other sectors.\nPYMNTS Intelligence illuminates how healthcare payments often rely on manual methods. In the past year, 42% of healthcare provider small to mid-sized businesses (SMBs) reported sending payments by check, 34% used automated clearing house (ACH) transfers and 30% relied on cash.\nAccording to a survey by American Express, 33% of surveyed U.S. healthcare consumers experience frustration when they are not offered modern payment solutions, such as digital wallets or mobile payments. Moreover, 87% of surveyed U.S. consumers said it\u2019s important for their healthcare provider to offer their preferred payment method, with 24% saying they would consider switching providers if they couldn’t pay in the way they prefer.\n[branded_divider]\nDigital Healthcare Payments Are Gaining Ground\nDigital healthcare payments are revolutionizing the industry, with major players adopting modernized systems. While the sector is poised for rapid growth, adoption gaps remain, presenting opportunities for further innovation.\n\n\n\n66%\nof healthcare payment portals offer Google Pay.\n\n\nCalifornia health plans are implementing streamlined, modernized payment systems.\nThree major California health plans \u2014 Aetna, Blue Shield of California and Health Net \u2014 have teamed up to implement a new value-based payment model, aiming to streamline processes through a single, unified approach. The move is intended to boost efficiency and reduce administrative labor, freeing up staff and resources to focus more on care.\n\n\n\nGlobally and domestically, digital payments in healthcare are on the rise.\nBetween 2024 and 2030, the global market for Healthcare Digital Payments is expected to grow at a compound annual growth rate (CAGR) of 19%. As part of this growth, healthcare providers are replacing check payments with self-service options such as online portals. The most popular payment methods offered via online healthcare portals are credit and debit cards (78%), Google Pay (66%), Apple Pay (64%) and PayPal (63%).\n[branded_divider]\nHealthcare Providers and Patients Alike Cite Benefits of Digital Payments\nModernizing payments in healthcare is delivering greater speed, efficiency and convenience. For providers, digital payments help improve cash flow, reduce risk and streamline operations. Patients, in turn, benefit from seamless and hassle-free digital transactions.\n\n\n\nBoth payers and payees cite benefits from digital healthcare payments.\nOnline digital payment portals can give patients access to detailed billing statements, cost estimates, payment options, insurance information and avenues of communication with healthcare providers. For providers, the ability to store patient payment options streamlines billing.\n\n\n40%\nof patients would like to see their healthcare providers support contactless payments and online portal payments.\n\n\n\nMore user-friendly digital payments can also drive patient retention.\nThe advantages of digital payments extend beyond internal operations. The technology can also help retain patients. Healthcare finance experts note that manual processes create confusion and friction for consumers. By adopting digital payment technologies, providers can deliver a more seamless and straightforward experience.\n[branded_divider]\nAn Insider on Modernization as Healthcare\u2019s Vital Payment Prescription\nPYMNTS Intelligence interviews Saurabh Joshi, President of CSG Forte, on why payment modernization with digital and automated solutions is key to healthcare companies\u2019 quest for better financial health.\n\n\n\n\n\nThe benefits of modernization go far beyond payment speed. A modernized payment system offers enhanced security and compliance, better integration with electronic health record systems and improved patient satisfaction in addition to financial efficiency.\u201d\nSaurabh Joshi\nPresident, CSG Forte\n\n\nManual payment systems remain a common feature in the healthcare industry, making business operations complex.\nJoshi told PYMNTS Intelligence that CSG Forte works with several thousand healthcare providers and processes more than a billion dollars in healthcare payments each year, including nondigital methods. As such, he sees firsthand the complications created by nondigital payments such as cash, paper checks and money orders.\n\u201cModernizing the payment system is critically important for this industry,\u201d he said. \u201cNon-digitized payments introduce several operational challenges, such as manual processing errors, delayed reconciliations, record-keeping issues, increased administrative burden and security/fraud risks. These challenges lead to increased costs, losses and cash flow issues for healthcare providers, which can hurt business operations and outcomes for these essential businesses.\u201d\nHowever, faster payment options are seeing greater usage in healthcare settings, offering both efficiency and improved patient satisfaction.\nFaster payments can significantly transform healthcare operations and enhance patient experiences, Joshi explained. By reducing the time lag between service delivery and revenue collection, healthcare providers can see improved cash flow and reduce time spent chasing overdue payments, ultimately boosting their overall financial efficiency. To enable faster payments, he noted, providers must modernize their underlying payment infrastructure.\n\u201cThe benefits of modernization go far beyond payment speed,\u201d he said. \u201cA modernized payment system offers enhanced security and compliance, better integration with electronic health record systems and improved patient satisfaction in addition to financial efficiency.\u201d\nJoshi said it\u2019s also important to consider multiple payment options.\n\u201cEach payment use case is unique and merits a tailored approach,\u201d he said. \u201cBy engaging a trusted payment partner with longtime industry experience, healthcare providers can benefit from its counsel on the optimal payment process for each use case.\u201d\nMany healthcare businesses still face obstacles in adopting innovative payment methods, with perceived risks, costs and other factors deterring them from transforming their payment systems.\nIt\u2019s crucial to address perceived risks upfront, Joshi asserted. To alleviate concerns and accelerate the adoption of beneficial payment upgrades, he maintains vendors should take a multifaceted approach that demonstrates user-friendly designs, improved cost management and higher return on investment (ROI), while offering flexibility with phased deployments. In particular, he noted, fraud mitigation is one of the most important considerations in payments \u2014 especially in the healthcare industry, given the sensitivity of patient data.\n\u201cPayment companies must have transparent and honest conversations with healthcare providers about the cybersecurity landscape and highlight the processes and technologies in place to identify and prevent instances of fraud,\u201d he said.\nSystem maintenance is also a common concern among healthcare providers, Joshi explained, with businesses required to evolve their systems regularly to get ahead of cyberthreats and ensure compliance. This can slow the modernization process for in-house payment systems, as payment optimizations are overwhelming to undertake individually.\n\u201cHealthcare providers should lean on a trusted partner to ensure that payment systems are always equipped with the latest technology and remain 100% compliant,\u201d he advised.\nHealthcare providers should seek payment partners that offer industry-specific solutions.\nHealthcare payments are unique and complex, Joshi observed, so providers should consider selecting payment companies that already work within the space to help them reduce risk, support revenue and improve patient payment experiences.\n\u201cNo two organizations are alike, and neither are their payment processing needs,\u201d he noted, \u201cso it\u2019s critical to work with a payment partner that offers the expertise, technology and flexibility that providers need to tailor and optimize their payment experience. The right solution will depend on the maturity and expertise of the provider, as well as the strength of their partnerships.\u201d\nHe added that a seamless experience for both healthcare providers and patients is also essential.\n\u201cOur custom-built, new-age solutions for the healthcare industry are not just innovative but also backward-compatible with legacy platforms, thereby enabling seamless integration across generations of healthcare technologies,\u201d he said. \u201cCSG products are modular, easy to integrate and offer faster payments, with acquiring and processing capabilities across all channels: web, mobile, over the phone and in-office point of sale. The platform helps digitize payment methods and offers patients the ability to split payments due when needed.\u201d\nJoshi said that CSG also supports the provider\u2019s bottom line by reducing late payments, minimizing system leakages and improving payment collections.\n\u201cDemand for these solutions is skyrocketing as our customers see and share the benefits of these platforms for their organizations to reduce risk, improve revenue outcomes and create a more seamless payment experience,\u201d he concluded.\n[branded_divider]\nFuture-Proofing Healthcare With Digital Payments\nTo stay competitive and meet evolving patient expectations, healthcare providers must embrace digital payment solutions. These technologies not only streamline operations but also improve financial health and patient satisfaction.\nPYMNTS Intelligence recommends the following actionable roadmap for healthcare companies:\n\nModernize payment systems to boost efficiency. Manual payment methods slow transactions and add administrative burdens. Digital payments reduce inefficiencies, allowing providers to focus more on patient care.\nConsider implementing digital payments to help improve cash flow. Healthcare providers that digitize payments report better cash flow management, reduced financial risk and lower transaction costs. Faster payments mean more predictable revenue.\nAddress any gaps in your payment modernization efforts to date. While healthcare is making strides in its use of instant and digital payments, a significant portion of providers still rely on manual methods like checks. Now is the time to invest in modern solutions.\n\nBy adopting digital payment platforms, healthcare providers can future-proof their operations, reduce inefficiencies and strengthen patient relationships. The shift to modern payment technologies may prove to be a necessity for sustainable success, and now is the time to act.\n\n\n\n\n\nModern payments solutions are supporting the evolution of the healthcare industry. By embracing today\u2019s digital payment solutions, providers can improve operational efficiency and reduce risk \u2014 all while keeping up with patients\u2019 payment preferences. That\u2019s why American Express is working with Payment Facilitator Partners to help extend the benefits of these payment solutions, including fast, secure payments to healthcare providers.\u201d\nAlexander Paull\nVice President, Global Merchant Services, American Express\n\n\n[branded_divider]\nAcknowledgment\nThe B2B and Digital Payments Tracker\u00ae Series is produced in collaboration with American Express, and PYMNTS Intelligence is grateful for the company\u2019s support and insight. PYMNTS Intelligence retains full editorial control over the above findings, methodology and data analysis.\nThe post A Dose of Digital: How Modernizing Payments Is Revitalizing Healthcare appeared first on PYMNTS.com.", "date_published": "2025-04-08T04:00:49-04:00", "date_modified": "2025-04-17T12:49:59-04:00", "authors": [ { "name": "Ashley McLeod", "url": "https://www.pymnts.com/author/amcleod/", "avatar": "https://secure.gravatar.com/avatar/0fedd2839008e3cc5e26e50a9f4f7224418de88f0793ec3ea89238c880fb86de?s=512&d=blank&r=g" } ], "author": { "name": "Ashley McLeod", "url": "https://www.pymnts.com/author/amcleod/", "avatar": "https://secure.gravatar.com/avatar/0fedd2839008e3cc5e26e50a9f4f7224418de88f0793ec3ea89238c880fb86de?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/02/healthcare-digital-real-time-payments.jpg", "tags": [ "American Express", "Main Feature", "News", "PYMNTS Intelligence", "PYMNTS News", "real time payments", "Tracker Series", "Healthcare" ] }, { "id": "https://www.pymnts.com/?p=2519826", "url": "https://www.pymnts.com/healthcare/2025/walgreens-settles-allegations-of-submitting-inflated-prices-to-medicaid-programs/", "title": "Walgreens Settles Allegations of Submitting Inflated Prices to Medicaid Programs", "content_html": "

Walgreens has agreed to pay $2.8 million to settle allegations that it submitted inflated prices to the Massachusetts and Georgia Medicaid programs for generic medications.

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The settlement agreement resolves a whistleblower, or qui tam, lawsuit alleging that the national pharmacy chain violated the federal, Massachusetts and Georgia False Claims Acts by submitting those prices, the U.S. Justice Department said in a Thursday (March 27) press release.

\n

\u201cThe United States, Massachusetts and Georgia allege that, between 2008 and 2023, Walgreens\u2019 pharmacies submitted a higher usual and customary price to the MassHealth and Georgia Medicaid programs for certain generic medications at certain times,\u201d the release said. \u201cBy failing to report the correct usual and customary price, Walgreens\u2019 pharmacies allegedly caused the MassHealth and Georgia Medicaid programs to pay more for these generic medications than they should have.\u201d

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Reached by PYMNTS, Walgreen Co. declined to comment.

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The Justice Department said in a January press release: \u201cThe False Claims Act imposes treble damages and penalties on those who knowingly and falsely claim money from the United States or knowingly fail to pay money owed to the United States.\u201d

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During the fiscal year ended Sept. 30, 2024, settlements and judgments under the False Claims Act exceeded $2.9 billion, the government and whistleblowers were party to 588 settlements and judgments, and whistleblowers filed 979 qui tam lawsuits, according to the release.

\n

Matters involving the healthcare industry, including pharmacies, accounted for $1.67 billion of the $2.9 billion in False Claims Act settlements and judgments, per the release.

\n

The number of qui tam lawsuits was the highest in a single year, and the number of settlements and judgments was the second highest, according to the release, the release said.

\n

One of that year\u2019s settlements involved another case against Walgreens and its parent company, Walgreens Boots Alliance.

\n

In that case, the companies agreed to pay $106.8 million to resolve allegations that they billed government healthcare programs for prescriptions that the pharmacies never dispensed, according to a Sept. 13 press release from the Justice Department.

\n

The government alleged that, between 2009 and 2020, Walgreens received tens of millions of dollars for prescriptions that it processed but that the beneficiaries never picked up.

\n

The post Walgreens Settles Allegations of Submitting Inflated Prices to Medicaid Programs appeared first on PYMNTS.com.

\n", "content_text": "Walgreens has agreed to pay $2.8 million to settle allegations that it submitted inflated prices to the Massachusetts and Georgia Medicaid programs for generic medications.\nThe settlement agreement resolves a whistleblower, or qui tam, lawsuit alleging that the national pharmacy chain violated the federal, Massachusetts and Georgia False Claims Acts by submitting those prices, the U.S. Justice Department said in a Thursday (March 27) press release.\n\u201cThe United States, Massachusetts and Georgia allege that, between 2008 and 2023, Walgreens\u2019 pharmacies submitted a higher usual and customary price to the MassHealth and Georgia Medicaid programs for certain generic medications at certain times,\u201d the release said. \u201cBy failing to report the correct usual and customary price, Walgreens\u2019 pharmacies allegedly caused the MassHealth and Georgia Medicaid programs to pay more for these generic medications than they should have.\u201d\nReached by PYMNTS, Walgreen Co. declined to comment.\nThe Justice Department said in a January press release: \u201cThe False Claims Act imposes treble damages and penalties on those who knowingly and falsely claim money from the United States or knowingly fail to pay money owed to the United States.\u201d\nDuring the fiscal year ended Sept. 30, 2024, settlements and judgments under the False Claims Act exceeded $2.9 billion, the government and whistleblowers were party to 588 settlements and judgments, and whistleblowers filed 979 qui tam lawsuits, according to the release.\nMatters involving the healthcare industry, including pharmacies, accounted for $1.67 billion of the $2.9 billion in False Claims Act settlements and judgments, per the release.\nThe number of qui tam lawsuits was the highest in a single year, and the number of settlements and judgments was the second highest, according to the release, the release said.\nOne of that year\u2019s settlements involved another case against Walgreens and its parent company, Walgreens Boots Alliance.\nIn that case, the companies agreed to pay $106.8 million to resolve allegations that they billed government healthcare programs for prescriptions that the pharmacies never dispensed, according to a Sept. 13 press release from the Justice Department.\nThe government alleged that, between 2009 and 2020, Walgreens received tens of millions of dollars for prescriptions that it processed but that the beneficiaries never picked up.\nThe post Walgreens Settles Allegations of Submitting Inflated Prices to Medicaid Programs appeared first on PYMNTS.com.", "date_published": "2025-03-27T19:26:14-04:00", "date_modified": "2025-03-27T19:32:30-04:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/03/Walgreens-Medicaid.jpg", "tags": [ "Department of Justice", "False Claims Act", "Georgia Medicaid", "Healthcare", "justice department", "legal", "MassHealth", "Medicaid overcharge", "News", "PYMNTS News", "Walgreen Co", "Walgreens", "What's Hot" ] }, { "id": "https://www.pymnts.com/?p=2507886", "url": "https://www.pymnts.com/healthcare/2025/athenahealth-expands-ai-documentation-technology-with-abridge-partnership/", "title": "Athenahealth Expands AI Documentation Technology With Abridge Partnership", "content_html": "

Athenahealth is partnering with Abridge to integrate the company\u2019s enhanced note-taking technology into its platform for clinicians, as the market for ambient scribing is becoming more crowded.

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Abridge offers ambient note-taking, which is an artificial intelligence (AI)-powered technology that listens to a patient and doctor conversation and generates structured medical notes. After a review by the doctor, these notes are added directly to a patient\u2019s electronic health record.

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The note-taking tool is also multilingual; it can record the patient-doctor conversation in one language and write it up in another language.

\n

\u201cWriting notes is something that has been a pain point for physicians since time began,\u201d Paul Brient, chief product officer at Athenahealth, said in an interview with PYMNTS. \u201cArtificial intelligence has gotten to the point now where it can listen to a provider-patient conversation and generate a note for the physician.\u201d

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Physicians often spend hours of their personal time catching up on medical notes \u2014 a phenomenon the industry calls \u201cpajama time.\u201d

\n

Abridge\u2019s technology will be incorporated into athenaOne, which is Athenahealth\u2019s flagship cloud-based electronic health record (EHR), practice management and revenue cycle management platform designed for outpatient care.

\n

Earlier this week, Microsoft unveiled an AI-powered assistant that combines advanced voice dictation and ambient listening with generative AI. Called Dragon Copilot, the tool converts doctor and patient conversations into clinical summaries that can be integrated into electronic health records.

\n

Microsoft is using the technology from Nuance, which it acquired in 2022. Brient said Nuance used to be the only game in town about three to four years ago, but the field has gotten crowded now with 40 to 50 vendors.

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Athenahealth is one of the largest in this market, serving 160,000 providers or about 10% of U.S. healthcare providers, primarily in outpatient care.

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Read more: Microsoft Unveils AI-Powered Voice Assistant to Alleviate Physician Burnout

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Note-Taking to Diagnosis and Virtual Call Centers

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Brient said the Abridge partnership represents one part of Athenahealth\u2019s broader vision for AI in healthcare technology. The company is developing a platform where users get to customize their experience.

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For example, Abridge is one of three note-taking services being offered on athenaOne. The other two are Suki and iScribe, and Athenahealth plans to add more. Brient wants to give physicians a choice on which note-taking service they want to use because everyone\u2019s style is different.

\n

Letting each physician in a practice choose the model that works best for them is a \u201cmuch more flexible strategy,\u201d he added. \u201cWe were pretty excited about the approach, and super excited to have Abridge join that approach.\u201d

\n

Athenahealth also has an app marketplace with more than 850 APIs for physicians to customize their tech experience.

\n

Looking ahead, the arrival of generative and agentic AI can \u201cdramatically change the clinician experience\u201d in the realm of the electronic health record system, Brient said.

\n

First, the note-taking AI can evolve into a technology that can pull out diagnoses from the patient-doctor conversation and even suggest medicine orders, shrinking the process into a single cognitive step, Brient said.

\n

Second, Brient sees Athenahealth using AI to digitize outpatient documentation. Unlike in-patient hospital care, where everything is electronic, at clinics and other outpatient settings a lot of documents are in various forms: lab test faxes, medical forms, and the like.

\n

\u201cA lot of the data coming into the EHR is unstructured. We get a lot of faxes,\u201d Brient said. \u201cYou\u2019re dealing with a lot of vendors all over the place.\u201d

\n

He added that \u201cthe good thing about AI is it can actually read those faxes. It can pull all the data out and put them in discrete form,\u201d or stored in a way for easy retrieval and analysis. So instead of the doctor having to read each individual lab test, AI can consolidate and analyze them.

\n

Read more: Healthcare: Balancing AI\u2019s Opportunities with Regulatory and Competition Considerations

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Other AI Use Cases

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Brient also sees AI making its revenue cycle management services more efficient. This includes managing billing, insurance claims and payments. \u201cWe can add agentic AI and the new LLMs [large language models] to do a lot of the work the humans are doing, which speeds it up.\u201d

\n

For example, a hospital gets a check from an insurance company but it doesn\u2019t say for whom or why, Brient said. The hospital has to investigate by logging into the insurer\u2019s web portal. AI agents can do that.

\n

Another use case is to appeal coverage denials. An LLM can write an appeal letter that the AI agent can upload to the insurer\u2019s portal. The human worker would click to submit the appeal.

\n

Also, Brient sees AI taking over the communication between the doctor\u2019s office and the patient \u2014 taking phone calls, scheduling appointments, refilling medication and the like.

\n

AI will handle the routine tasks to help the human worker who might be overwhelmed trying to check people in and out of the clinic, he said.

\n

\u201cBig health systems are already doing that, but most of our clients are small, independent practices,\u201d Brient added. \u201cSo we\u2019re helping them, over the next year, to start doing that.\u201d

\n

He said he met with a company that uses AI agents as \u201cnurses,\u201d not to directly provide care, but to perform follow-ups like calling the patient to remind them they still need to get a certain lab test for their surgery. Brient can see Athenahealth acting as a \u201cvirtual call center\u201d for doctors\u2019 offices.

\n

Adoption could increase as costs continue to fall. Brient said the cost for note-taking has fallen from $2,000 a month per doctor in the early days to $100 to $400 \u2014 and prices still keep declining.

\n

\u201cPeople have long joked that Dr. Google plays a big role in people\u2019s healthcare lives,\u201d he said. \u201cI can imagine that Dr. ChatGPT will start to play a big role in people\u2019s healthcare lives, officially or unofficially.\u201d

\n

The post Athenahealth Expands AI Documentation Technology With Abridge Partnership appeared first on PYMNTS.com.

\n", "content_text": "Athenahealth is partnering with Abridge to integrate the company\u2019s enhanced note-taking technology into its platform for clinicians, as the market for ambient scribing is becoming more crowded.\nAbridge offers ambient note-taking, which is an artificial intelligence (AI)-powered technology that listens to a patient and doctor conversation and generates structured medical notes. After a review by the doctor, these notes are added directly to a patient\u2019s electronic health record.\nThe note-taking tool is also multilingual; it can record the patient-doctor conversation in one language and write it up in another language.\n\u201cWriting notes is something that has been a pain point for physicians since time began,\u201d Paul Brient, chief product officer at Athenahealth, said in an interview with PYMNTS. \u201cArtificial intelligence has gotten to the point now where it can listen to a provider-patient conversation and generate a note for the physician.\u201d\nPhysicians often spend hours of their personal time catching up on medical notes \u2014 a phenomenon the industry calls \u201cpajama time.\u201d\nAbridge\u2019s technology will be incorporated into athenaOne, which is Athenahealth\u2019s flagship cloud-based electronic health record (EHR), practice management and revenue cycle management platform designed for outpatient care. \nEarlier this week, Microsoft unveiled an AI-powered assistant that combines advanced voice dictation and ambient listening with generative AI. Called Dragon Copilot, the tool converts doctor and patient conversations into clinical summaries that can be integrated into electronic health records.\nMicrosoft is using the technology from Nuance, which it acquired in 2022. Brient said Nuance used to be the only game in town about three to four years ago, but the field has gotten crowded now with 40 to 50 vendors. \nAthenahealth is one of the largest in this market, serving 160,000 providers or about 10% of U.S. healthcare providers, primarily in outpatient care.\nRead more: Microsoft Unveils AI-Powered Voice Assistant to Alleviate Physician Burnout\nNote-Taking to Diagnosis and Virtual Call Centers\nBrient said the Abridge partnership represents one part of Athenahealth\u2019s broader vision for AI in healthcare technology. The company is developing a platform where users get to customize their experience.\nFor example, Abridge is one of three note-taking services being offered on athenaOne. The other two are Suki and iScribe, and Athenahealth plans to add more. Brient wants to give physicians a choice on which note-taking service they want to use because everyone\u2019s style is different.\nLetting each physician in a practice choose the model that works best for them is a \u201cmuch more flexible strategy,\u201d he added. \u201cWe were pretty excited about the approach, and super excited to have Abridge join that approach.\u201d\nAthenahealth also has an app marketplace with more than 850 APIs for physicians to customize their tech experience.\nLooking ahead, the arrival of generative and agentic AI can \u201cdramatically change the clinician experience\u201d in the realm of the electronic health record system, Brient said.\nFirst, the note-taking AI can evolve into a technology that can pull out diagnoses from the patient-doctor conversation and even suggest medicine orders, shrinking the process into a single cognitive step, Brient said.\nSecond, Brient sees Athenahealth using AI to digitize outpatient documentation. Unlike in-patient hospital care, where everything is electronic, at clinics and other outpatient settings a lot of documents are in various forms: lab test faxes, medical forms, and the like.\n\u201cA lot of the data coming into the EHR is unstructured. We get a lot of faxes,\u201d Brient said. \u201cYou\u2019re dealing with a lot of vendors all over the place.\u201d\nHe added that \u201cthe good thing about AI is it can actually read those faxes. It can pull all the data out and put them in discrete form,\u201d or stored in a way for easy retrieval and analysis. So instead of the doctor having to read each individual lab test, AI can consolidate and analyze them.\nRead more: Healthcare: Balancing AI\u2019s Opportunities with Regulatory and Competition Considerations\nOther AI Use Cases\nBrient also sees AI making its revenue cycle management services more efficient. This includes managing billing, insurance claims and payments. \u201cWe can add agentic AI and the new LLMs [large language models] to do a lot of the work the humans are doing, which speeds it up.\u201d\nFor example, a hospital gets a check from an insurance company but it doesn\u2019t say for whom or why, Brient said. The hospital has to investigate by logging into the insurer\u2019s web portal. AI agents can do that.\nAnother use case is to appeal coverage denials. An LLM can write an appeal letter that the AI agent can upload to the insurer\u2019s portal. The human worker would click to submit the appeal.\nAlso, Brient sees AI taking over the communication between the doctor\u2019s office and the patient \u2014 taking phone calls, scheduling appointments, refilling medication and the like.\nAI will handle the routine tasks to help the human worker who might be overwhelmed trying to check people in and out of the clinic, he said. \n\u201cBig health systems are already doing that, but most of our clients are small, independent practices,\u201d Brient added. \u201cSo we\u2019re helping them, over the next year, to start doing that.\u201d\nHe said he met with a company that uses AI agents as \u201cnurses,\u201d not to directly provide care, but to perform follow-ups like calling the patient to remind them they still need to get a certain lab test for their surgery. Brient can see Athenahealth acting as a \u201cvirtual call center\u201d for doctors\u2019 offices.\nAdoption could increase as costs continue to fall. Brient said the cost for note-taking has fallen from $2,000 a month per doctor in the early days to $100 to $400 \u2014 and prices still keep declining.\n\u201cPeople have long joked that Dr. Google plays a big role in people\u2019s healthcare lives,\u201d he said. \u201cI can imagine that Dr. ChatGPT will start to play a big role in people\u2019s healthcare lives, officially or unofficially.\u201d\nThe post Athenahealth Expands AI Documentation Technology With Abridge Partnership appeared first on PYMNTS.com.", "date_published": "2025-03-06T18:37:56-05:00", "date_modified": "2025-03-06T18:37:56-05:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/03/healthcare-Athenahealth.jpg", "tags": [ "Abridge", "AI", "artificial intelligence", "athenahealth", "athenaOne", "Dragon Copilot", "electronic health record", "GenAI", "generative AI", "Healthcare", "News", "Paul Brient", "physician note-taking", "PYMNTS News" ] }, { "id": "https://www.pymnts.com/?p=2505690", "url": "https://www.pymnts.com/healthcare/2025/this-healthcare-ceo-has-a-new-prescription-for-pediatric-care/", "title": "This Healthcare CEO Has a New Prescription for Pediatric Care", "content_html": "

In a healthcare landscape often dominated by discussions of senior care and chronic disease management, innovation is increasingly turning the spotlight to an often overlooked yet critical population: children.

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\u201cIn major metro areas, if you actually map the 50% highest income zip codes and 50% lowest income zip codes, we often see that there\u2019s like a two-to-one difference in pediatricians per capita,\u201d Chris Johnson, CEO of Bluebird Kids Health, told PYMNTS\u2019 Karen Webster.

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Bluebird, which recently raised $31.5 million to expand its innovative pediatric healthcare platform, aims to bridge gaps in access to primary care for children, particularly those on Medicaid.

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\"\"Johnson said that he aims to apply an accessibility mindset to pediatric care, not by entering homes but by establishing high-quality clinics in what he calls \u201cpediatric deserts.\u201d

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A pediatric desert isn\u2019t necessarily a remote area. Instead, it can exist just a few miles from bustling, well-resourced communities. This discrepancy leaves children in lower-income areas with limited access to basic healthcare.

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\u201cI believe that primary care is not appropriately leveraged in this country,\u201d Johnson said. \u201cValue-based care actually allows you to return the right primary care models that are going to do optimal care for patients and allows those providers to get properly compensated for the care they\u2019re delivering.\u201d

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A Value-Based Care Model for Kids

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Over 50% of children in the U.S. are covered by Medicaid, yet according to Johnson, many pediatricians either cap the number of Medicaid patients they see or avoid accepting them altogether due to lower reimbursement rates.

\n

\u201cIt\u2019s not for a nefarious purpose,\u201d Johnson said. \u201cMany pediatricians are small, medium businesses, and you can only support so much of a Medicaid fee-for-service reimbursement rate before you\u2019re unprofitable.\u201d

\n

The impact of this gap in care is significant. According to Johnson, healthcare utilization patterns for children on Medicaid resemble those of Medicare populations, with high emergency department visits and inpatient admissions.

\n

\u201cThat shouldn\u2019t be,\u201d he said. \u201cIt\u2019s not because they are dramatically sicker than other children. It\u2019s because we actually have, as a health system, evolved such that they don\u2019t have access to primary care.\u201d

\n

Bluebird operates under a value-based care model, where the focus is on comprehensive care that integrates physical, behavioral and social health services. The platform is designed to reduce the reliance on emergency services by offering proactive and preventive care.

\n

\u201cIt\u2019s really a win for the patients, a win for the physicians who practice in our model, and a win for the overall health system,\u201d Johnson said.

\n

\u201cOne of the first things we\u2019re focused on is making sure that we return the joy and the pleasure of medicine to the docs that join our team,\u201d he added, noting that the model is also attractive to pediatricians themselves, particularly those disillusioned by the constraints of fee-for-service medicine.

\n

Navigating Healthcare\u2019s Headwinds

\n

Still, the broader healthcare industry continues to face significant challenges, including a looming doctor shortage and potential cuts to Medicaid.

\n

For his part, Johnson believes that as long as Bluebird demonstrates measurable improvements in patient outcomes and cost reductions, the business model will remain viable even amid policy shifts.

\n

\u201cWe continue to remain incredibly focused on delivering great clinical outcomes for the children we have the privilege to serve,\u201d he said.

\n

Bluebird Kids Health uses a robust set of Key Performance Indicators (KPIs) to measure its impact. These include patient growth, quality of care metrics, emergency and inpatient utilization rates, and satisfaction scores from both patients and staff.

\n

\u201cWe are like a two-sided platform,\u201d Johnson said. \u201cWe need the patients to be super excited and we need our team to be super excited.\u201d

\n

As Bluebird Kids Health grows, the company aims to build a sustainable, scalable model that can be replicated across the country. While the immediate focus remains on Florida, Johnson envisions a future where Bluebird clinics serve children in communities nationwide.

\n

He is also exploring how artificial intelligence (AI) and GenAI could enhance service delivery. From reducing the administrative burden on providers to offering educational tools for caregivers, technology will play a critical role in Bluebird\u2019s strategy.

\n

\u201cWe see a tremendous opportunity for AI to help with things like asthma education and management of allergies and other conditions,\u201d Johnson said.

\n

The post This Healthcare CEO Has a New Prescription for Pediatric Care appeared first on PYMNTS.com.

\n", "content_text": "In a healthcare landscape often dominated by discussions of senior care and chronic disease management, innovation is increasingly turning the spotlight to an often overlooked yet critical population: children.\n\u201cIn major metro areas, if you actually map the 50% highest income zip codes and 50% lowest income zip codes, we often see that there\u2019s like a two-to-one difference in pediatricians per capita,\u201d Chris Johnson, CEO of Bluebird Kids Health, told PYMNTS\u2019 Karen Webster.\nBluebird, which recently raised $31.5 million to expand its innovative pediatric healthcare platform, aims to bridge gaps in access to primary care for children, particularly those on Medicaid.\nJohnson said that he aims to apply an accessibility mindset to pediatric care, not by entering homes but by establishing high-quality clinics in what he calls \u201cpediatric deserts.\u201d\nA pediatric desert isn\u2019t necessarily a remote area. Instead, it can exist just a few miles from bustling, well-resourced communities. This discrepancy leaves children in lower-income areas with limited access to basic healthcare.\n\u201cI believe that primary care is not appropriately leveraged in this country,\u201d Johnson said. \u201cValue-based care actually allows you to return the right primary care models that are going to do optimal care for patients and allows those providers to get properly compensated for the care they\u2019re delivering.\u201d\nA Value-Based Care Model for Kids\nOver 50% of children in the U.S. are covered by Medicaid, yet according to Johnson, many pediatricians either cap the number of Medicaid patients they see or avoid accepting them altogether due to lower reimbursement rates.\n\u201cIt\u2019s not for a nefarious purpose,\u201d Johnson said. \u201cMany pediatricians are small, medium businesses, and you can only support so much of a Medicaid fee-for-service reimbursement rate before you\u2019re unprofitable.\u201d\nThe impact of this gap in care is significant. According to Johnson, healthcare utilization patterns for children on Medicaid resemble those of Medicare populations, with high emergency department visits and inpatient admissions.\n\u201cThat shouldn\u2019t be,\u201d he said. \u201cIt\u2019s not because they are dramatically sicker than other children. It\u2019s because we actually have, as a health system, evolved such that they don\u2019t have access to primary care.\u201d\nBluebird operates under a value-based care model, where the focus is on comprehensive care that integrates physical, behavioral and social health services. The platform is designed to reduce the reliance on emergency services by offering proactive and preventive care.\n\u201cIt\u2019s really a win for the patients, a win for the physicians who practice in our model, and a win for the overall health system,\u201d Johnson said.\n\u201cOne of the first things we\u2019re focused on is making sure that we return the joy and the pleasure of medicine to the docs that join our team,\u201d he added, noting that the model is also attractive to pediatricians themselves, particularly those disillusioned by the constraints of fee-for-service medicine.\nNavigating Healthcare\u2019s Headwinds\nStill, the broader healthcare industry continues to face significant challenges, including a looming doctor shortage and potential cuts to Medicaid.\nFor his part, Johnson believes that as long as Bluebird demonstrates measurable improvements in patient outcomes and cost reductions, the business model will remain viable even amid policy shifts.\n\u201cWe continue to remain incredibly focused on delivering great clinical outcomes for the children we have the privilege to serve,\u201d he said.\nBluebird Kids Health uses a robust set of Key Performance Indicators (KPIs) to measure its impact. These include patient growth, quality of care metrics, emergency and inpatient utilization rates, and satisfaction scores from both patients and staff.\n\u201cWe are like a two-sided platform,\u201d Johnson said. \u201cWe need the patients to be super excited and we need our team to be super excited.\u201d\nAs Bluebird Kids Health grows, the company aims to build a sustainable, scalable model that can be replicated across the country. While the immediate focus remains on Florida, Johnson envisions a future where Bluebird clinics serve children in communities nationwide.\nHe is also exploring how artificial intelligence (AI) and GenAI could enhance service delivery. From reducing the administrative burden on providers to offering educational tools for caregivers, technology will play a critical role in Bluebird\u2019s strategy.\n\u201cWe see a tremendous opportunity for AI to help with things like asthma education and management of allergies and other conditions,\u201d Johnson said.\nThe post This Healthcare CEO Has a New Prescription for Pediatric Care appeared first on PYMNTS.com.", "date_published": "2025-03-04T09:00:15-05:00", "date_modified": "2025-03-04T21:36:08-05:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/03/healthcare-bluebird.jpg", "tags": [ "AI", "artificial intelligence", "Bluebird Kids Health", "Chris Johnson", "Connected Economy", "digital transformation", "Featured News", "GenAI", "generative AI", "Healthcare", "Medicaid", "Medicare", "News", "pediatrics", "PYMNTS News", "pymnts tv", "Technology", "video" ] }, { "id": "https://www.pymnts.com/?p=2490225", "url": "https://www.pymnts.com/healthcare/2025/unitedhealthcare-to-reduce-benefits-unit-workforce-while-adding-other-positions/", "title": "UnitedHealthcare to Reduce Benefits Unit Workforce While Adding Other Positions", "content_html": "

UnitedHealthcare is reportedly looking to reduce the number of employees in its benefits unit through buyouts or layoffs.

\n

The company is offering some employees in the unit the option to accept buyouts by March 3 and will lay off employees if it doesn\u2019t get the number of resignations it is seeking, CNBC reported Wednesday (Feb. 19), citing unnamed sources.

\n

UnitedHealthcare, which is the insurance arm of UnitedHealth Group, told CNBC that it has offered buyouts but declined to say how many employees got the offer, according to the report.

\n

\u201cThis voluntary option is part of our ongoing efforts to ensure our team is best positioned to meet the evolving needs of the people and customers we are honored to serve,\u201d a UnitedHealth spokesperson said in the report. \u201cWe continue to grow our workforce with more than 3,200 positions currently available on UnitedHealth Group\u2019s website.\u201d

\n

UnitedHealth Group executives said during a January earnings call that the company is in the midst of a digital transformation that aims to elevate the customer experience.

\n

CEO Andrew Witty said during the call that technology may be a solution to problems like claims that get held up because they were sent to the wrong company or patients didn\u2019t have the right benefits.

\n

Chief Technology Officer Sandeep Dadlani said that the company\u2019s call center received 10% fewer calls year over year.

\n

\u201cOur AI, digital automation and our modernization agenda has focused largely on removing administrative menial tasks in the system and improving the customer experience,\u201d Dadlani said.

\n

It was reported in January that the data breach associated with last year\u2019s ransomware attack on UnitedHealth\u2019s Change Healthcare business impacted around 190 million people, a figure that was almost double earlier estimates.

\n

The attack caused months of outages throughout the American healthcare system, as Change is one of the biggest processors of health claims in the country.

\n

In April, UnitedHealth Group said it was shutting down its telehealth business, Optum Virtual Care.

\n

A UnitedHealth Group spokesperson told PYMNTS at the time that the company would support the affected team members with job placement resources and, wherever possible, deploy them in any open roles.

\n

The post UnitedHealthcare to Reduce Benefits Unit Workforce While Adding Other Positions appeared first on PYMNTS.com.

\n", "content_text": "UnitedHealthcare is reportedly looking to reduce the number of employees in its benefits unit through buyouts or layoffs.\nThe company is offering some employees in the unit the option to accept buyouts by March 3 and will lay off employees if it doesn\u2019t get the number of resignations it is seeking, CNBC reported Wednesday (Feb. 19), citing unnamed sources.\nUnitedHealthcare, which is the insurance arm of UnitedHealth Group, told CNBC that it has offered buyouts but declined to say how many employees got the offer, according to the report.\n\u201cThis voluntary option is part of our ongoing efforts to ensure our team is best positioned to meet the evolving needs of the people and customers we are honored to serve,\u201d a UnitedHealth spokesperson said in the report. \u201cWe continue to grow our workforce with more than 3,200 positions currently available on UnitedHealth Group\u2019s website.\u201d\nUnitedHealth Group executives said during a January earnings call that the company is in the midst of a digital transformation that aims to elevate the customer experience.\nCEO Andrew Witty said during the call that technology may be a solution to problems like claims that get held up because they were sent to the wrong company or patients didn\u2019t have the right benefits.\nChief Technology Officer Sandeep Dadlani said that the company\u2019s call center received 10% fewer calls year over year.\n\u201cOur AI, digital automation and our modernization agenda has focused largely on removing administrative menial tasks in the system and improving the customer experience,\u201d Dadlani said.\nIt was reported in January that the data breach associated with last year\u2019s ransomware attack on UnitedHealth\u2019s Change Healthcare business impacted around 190 million people, a figure that was almost double earlier estimates.\nThe attack caused months of outages throughout the American healthcare system, as Change is one of the biggest processors of health claims in the country.\nIn April, UnitedHealth Group said it was shutting down its telehealth business, Optum Virtual Care.\nA UnitedHealth Group spokesperson told PYMNTS at the time that the company would support the affected team members with job placement resources and, wherever possible, deploy them in any open roles.\nThe post UnitedHealthcare to Reduce Benefits Unit Workforce While Adding Other Positions appeared first on PYMNTS.com.", "date_published": "2025-02-19T17:07:32-05:00", "date_modified": "2025-02-19T17:07:32-05:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/02/UnitedHealthcare.jpg", "tags": [ "Andrew Witty", "buyouts", "Healthcare", "Insurance", "Layoffs", "News", "PYMNTS News", "Sandeep Dadlani", "UnitedHealth Group", "unitedhealthcare", "What's Hot" ] }, { "id": "https://www.pymnts.com/?p=2488711", "url": "https://www.pymnts.com/healthcare/2025/consumers-say-instant-payments-key-to-healthcare-patient-satisfaction/", "title": "Consumers Say Instant Payments Key to Healthcare Patient Satisfaction", "content_html": "

The ease of paying everything from phone bills and credit card balances to car loans and mortgages through a variety of payment solutions is something consumers have come to expect. However, one space that has lagged behind in the offering of multiple payment solutions is the healthcare sector.

\n

A new report from PYMNTS Intelligence, in conjunction with Ingo Payments titled \u201cThe Instant Remedy for Healthcare Payments\u2019 Pain Points\u201d outlines the need for healthcare providers to modernize their billing and payment systems.

\n

Digital Payments to Optimize Patient Experience

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Where the healthcare industry has relied heavily on the most advanced technology to provide exceptional patient care and outcomes, that approach hasn\u2019t extended to provider billing departments. This, in turn, has caused frustration and a different kind of pain for patients.

\n

Only 46% of healthcare businesses use instant payments, compared to 52% of firms in other sectors. Additionally, only 31% of healthcare firms use push-to-debit methods versus 41% of firms outside the healthcare space.

\n

In fact, many providers still rely on paper billing and disbursements. These are not only inconvenient for patients but inefficient for the providers, as the passing of physical documents from department to department can be time-consuming and subject to error. Mistakes anywhere along the billing journey can result in patient refunds.

\n

An efficient billing and payment system, on the other hand, is more likely to increase patient satisfaction and customer loyalty, according to a separate study conducted by PYMNTS Intelligence in 2024.

\n

\u201cThere\u2019s the cost of the check that\u2019s printed out, and there\u2019s the cost of the envelope, the cost of the stamp,\u201d says Dee Harding, chief product officer at Big Data Healthcare, \u201cand then you\u2019ve got to rely on the fact that the patient\u2019s going to be there, address-wise. If anything goes wrong during that whole process, you\u2019ve set yourself up for patient complaints.\u201d

\n

Healthcare Moves to Digital Payments

\n

Patients are keen for a better way, as 77% reported making and receiving digital payments would positively affect their relationship with their healthcare provider. Since seamless billing and payment are ubiquitous with the other types of businesses patients deal with on a day-to-day basis, it\u2019s only natural to expect it from the healthcare industry.

\n

That expectation is trending upwards as a PYMNTS Intelligence study showed that while only 39% of patients said they would choose instant healthcare disbursements in 2023, 77% reported they would do so when asked in 2024.

\n

Many small to mid-size providers have been slow to adopt digital payment solutions, perhaps because they feel they lack the resources of the bigger players in the field. However, 66% of these providers sent real-time payments in the last 12 months, according to recent PYMNTS Intelligence research, with credit cards used by 55% of practices, being the second-most popular payment method. Checks still accounted for 42%, with bank transfers clocking in at 34%. Going forward, 64% of small to mid-size providers say they are interested in real-time payments.

\n

The post Consumers Say Instant Payments Key to Healthcare Patient Satisfaction appeared first on PYMNTS.com.

\n", "content_text": "The ease of paying everything from phone bills and credit card balances to car loans and mortgages through a variety of payment solutions is something consumers have come to expect. However, one space that has lagged behind in the offering of multiple payment solutions is the healthcare sector. \nA new report from PYMNTS Intelligence, in conjunction with Ingo Payments titled \u201cThe Instant Remedy for Healthcare Payments\u2019 Pain Points\u201d outlines the need for healthcare providers to modernize their billing and payment systems.\nDigital Payments to Optimize Patient Experience\nWhere the healthcare industry has relied heavily on the most advanced technology to provide exceptional patient care and outcomes, that approach hasn\u2019t extended to provider billing departments. This, in turn, has caused frustration and a different kind of pain for patients.\nOnly 46% of healthcare businesses use instant payments, compared to 52% of firms in other sectors. Additionally, only 31% of healthcare firms use push-to-debit methods versus 41% of firms outside the healthcare space.\nIn fact, many providers still rely on paper billing and disbursements. These are not only inconvenient for patients but inefficient for the providers, as the passing of physical documents from department to department can be time-consuming and subject to error. Mistakes anywhere along the billing journey can result in patient refunds. \nAn efficient billing and payment system, on the other hand, is more likely to increase patient satisfaction and customer loyalty, according to a separate study conducted by PYMNTS Intelligence in 2024.\n\u201cThere\u2019s the cost of the check that\u2019s printed out, and there\u2019s the cost of the envelope, the cost of the stamp,\u201d says Dee Harding, chief product officer at Big Data Healthcare, \u201cand then you\u2019ve got to rely on the fact that the patient\u2019s going to be there, address-wise. If anything goes wrong during that whole process, you\u2019ve set yourself up for patient complaints.\u201d\nHealthcare Moves to Digital Payments\nPatients are keen for a better way, as 77% reported making and receiving digital payments would positively affect their relationship with their healthcare provider. Since seamless billing and payment are ubiquitous with the other types of businesses patients deal with on a day-to-day basis, it\u2019s only natural to expect it from the healthcare industry.\nThat expectation is trending upwards as a PYMNTS Intelligence study showed that while only 39% of patients said they would choose instant healthcare disbursements in 2023, 77% reported they would do so when asked in 2024. \nMany small to mid-size providers have been slow to adopt digital payment solutions, perhaps because they feel they lack the resources of the bigger players in the field. However, 66% of these providers sent real-time payments in the last 12 months, according to recent PYMNTS Intelligence research, with credit cards used by 55% of practices, being the second-most popular payment method. Checks still accounted for 42%, with bank transfers clocking in at 34%. Going forward, 64% of small to mid-size providers say they are interested in real-time payments.\nThe post Consumers Say Instant Payments Key to Healthcare Patient Satisfaction appeared first on PYMNTS.com.", "date_published": "2025-02-18T04:00:20-05:00", "date_modified": "2025-02-17T20:06:43-05:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/02/healthcare-payments.jpg", "tags": [ "Big Data Healthcare", "Dee Harding", "Digital Payments", "Featured News", "Healthcare payments", "heathcare", "Ingo Payments", "News", "PYMNTS Intelligence", "PYMNTS News", "Healthcare" ] }, { "id": "https://www.pymnts.com/?p=2462957", "url": "https://www.pymnts.com/healthcare/2025/digital-health-streamlines-care-but-the-physician-role-remains-crucial/", "title": "Digital Health Streamlines Care, but the Physician Role Remains Crucial", "content_html": "

The healthcare industry is turning to digital tools and technologies to improve patient care. From artificial intelligence (AI) and telehealth to robotics and AI-driven diagnostics, these innovations are changing how healthcare is delivered.

\n

However, experts like Andrew Speight, CMO at RXNT, stress that while these advancements can elevate patient care, they cannot replace the critical role of physicians and in-person interactions. With the U.S. facing a shortage of up to 124,000 doctors by 2036, technology must assist healthcare providers, streamline processes, and reduce administrative burdens without compromising the doctor-patient relationship.

\n

Amazon One Medical Impacting Patient Care

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Platforms like Amazon One Medical are impacting the future of patient care, Speight said in an interview with PYMNTS, increasing efficiency and raising important questions about accessibility, affordability and technology\u2019s role in addressing healthcare gaps.

\n

\u201cThe industry is making great strides toward a more seamless digital healthcare experience, but nothing can truly replace the expertise and critical thinking of a physician and an in-person patient experience,\u201d Speight explained to PYMNTS.

\n

\u201cPlatforms like Amazon One Medical streamline patient interactions and prescription delivery and improve care coordination through AI-driven communication tools. While useful, it\u2019s on-demand medicine that may not be covered by medical insurance.\u201d

\n

Subscription-based healthcare models, which offer more immediate access to care, have become more popular, Speight added, but affordability and accessibility remain concerns.

\n

\u201cOver 300 million patients rely on health insurance and a majority can\u2019t afford to supplement care with on-demand or concierge services,\u201d he noted. \u201cWhile they provide an alternative for patients seeking more personalized, on-demand services, they need to be balanced with software solutions from providers or health systems that ensure broader accessibility. As doctor shortages increase demand, technology will be key to improving efficiency without compromising care.\u201d

\n

Amwell Focuses on Platform for Defense Health Agency

\n

Amwell closed 2024 with a \u201ctransformative year,\u201d according to CEO Ido Schoenberg, as the company focuses on rolling the platform within the Military Health System.

\n

\u201cThe DHA (Defense Health Agency) deployment is going as well, maybe better than we hoped and expected,\u201d Schoenberg explained during the company\u2019s fourth-quarter earnings call Wednesday (Feb. 12).

\n

\u201cIt\u2019s fair to say that the lion\u2019s share, if not all the different components and programs, are customized and implemented for the partner and the client. We started enterprise deployment for most of those components and expect the full deployment to be completed this year. We are seeing very good traction, very good results, and getting very good feedback from both our partner, Leidos, and our client.\u201d

\n

Meanwhile, Amwell divested its psychiatric staffing business, Amwell Psychiatric Care, to concentrate resources on its core platform, Schoenberg added. Additionally, the company expanded its clinical offerings by integrating Vida Health, enhancing access to obesity and diabetes care. This partnership allows Amwell to provide more comprehensive services through its platform, addressing critical healthcare needs while improving outcomes.

\n

Health Plans Recognize Value of Digital Care Solutions

\n

Health plans and systems are more aware of their digital assets and the potential for integrating technology-driven care, Schoenberg said.

\n

\u201cThey keep understanding and reiterating the value that we provide and they see the value of a singular customer acquisition and retention pathway for enabling care,\u201d he said. \u201cAs churn is normalizing, demand is growing significantly.\u201d

\n

As patient engagement tools gain traction, the importance of seamless digital pathways is clear. According to the PYMNTS Intelligence report, \u201cThe Digital Healthcare Gap: Streamlining the Patient Journey,\u201d two-thirds of consumers use patient portals, particularly\u00a0millennials and higher-income individuals. Among non-users, 32% expressed interest in using such platforms if available.

\n

This trend extends to older generations as well. According to the\u00a0PYMNTS Intelligence\u00a0report, \u201cThe Digital Platform Promise: What Baby Boomers and Seniors Want From Digital Healthcare Platforms,\u201d 78% of\u00a0baby boomers and\u00a0seniors were satisfied with receiving test results online, and 64% engaged in at least one digital healthcare activity in the past year.

\n

The post Digital Health Streamlines Care, but the Physician Role Remains Crucial appeared first on PYMNTS.com.

\n", "content_text": "The healthcare industry is turning to digital tools and technologies to improve patient care. From artificial intelligence (AI) and telehealth to robotics and AI-driven diagnostics, these innovations are changing how healthcare is delivered. \nHowever, experts like Andrew Speight, CMO at RXNT, stress that while these advancements can elevate patient care, they cannot replace the critical role of physicians and in-person interactions. With the U.S. facing a shortage of up to 124,000 doctors by 2036, technology must assist healthcare providers, streamline processes, and reduce administrative burdens without compromising the doctor-patient relationship. \nAmazon One Medical Impacting Patient Care\nPlatforms like Amazon One Medical are impacting the future of patient care, Speight said in an interview with PYMNTS, increasing efficiency and raising important questions about accessibility, affordability and technology\u2019s role in addressing healthcare gaps.\n\u201cThe industry is making great strides toward a more seamless digital healthcare experience, but nothing can truly replace the expertise and critical thinking of a physician and an in-person patient experience,\u201d Speight explained to PYMNTS.\n \u201cPlatforms like Amazon One Medical streamline patient interactions and prescription delivery and improve care coordination through AI-driven communication tools. While useful, it\u2019s on-demand medicine that may not be covered by medical insurance.\u201d\nSubscription-based healthcare models, which offer more immediate access to care, have become more popular, Speight added, but affordability and accessibility remain concerns.\n\u201cOver 300 million patients rely on health insurance and a majority can\u2019t afford to supplement care with on-demand or concierge services,\u201d he noted. \u201cWhile they provide an alternative for patients seeking more personalized, on-demand services, they need to be balanced with software solutions from providers or health systems that ensure broader accessibility. As doctor shortages increase demand, technology will be key to improving efficiency without compromising care.\u201d\nAmwell Focuses on Platform for Defense Health Agency\nAmwell closed 2024 with a \u201ctransformative year,\u201d according to CEO Ido Schoenberg, as the company focuses on rolling the platform within the Military Health System.\n\u201cThe DHA (Defense Health Agency) deployment is going as well, maybe better than we hoped and expected,\u201d Schoenberg explained during the company\u2019s fourth-quarter earnings call Wednesday (Feb. 12). \n\u201cIt\u2019s fair to say that the lion\u2019s share, if not all the different components and programs, are customized and implemented for the partner and the client. We started enterprise deployment for most of those components and expect the full deployment to be completed this year. We are seeing very good traction, very good results, and getting very good feedback from both our partner, Leidos, and our client.\u201d\nMeanwhile, Amwell divested its psychiatric staffing business, Amwell Psychiatric Care, to concentrate resources on its core platform, Schoenberg added. Additionally, the company expanded its clinical offerings by integrating Vida Health, enhancing access to obesity and diabetes care. This partnership allows Amwell to provide more comprehensive services through its platform, addressing critical healthcare needs while improving outcomes.\nHealth Plans Recognize Value of Digital Care Solutions\nHealth plans and systems are more aware of their digital assets and the potential for integrating technology-driven care, Schoenberg said.\n\u201cThey keep understanding and reiterating the value that we provide and they see the value of a singular customer acquisition and retention pathway for enabling care,\u201d he said. \u201cAs churn is normalizing, demand is growing significantly.\u201d\nAs patient engagement tools gain traction, the importance of seamless digital pathways is clear. According to the PYMNTS Intelligence report, \u201cThe Digital Healthcare Gap: Streamlining the Patient Journey,\u201d two-thirds of consumers use patient portals, particularly\u00a0millennials and higher-income individuals. Among non-users, 32% expressed interest in using such platforms if available.\nThis trend extends to older generations as well. According to the\u00a0PYMNTS Intelligence\u00a0report, \u201cThe Digital Platform Promise: What Baby Boomers and Seniors Want From Digital Healthcare Platforms,\u201d 78% of\u00a0baby boomers and\u00a0seniors were satisfied with receiving test results online, and 64% engaged in at least one digital healthcare activity in the past year.\nThe post Digital Health Streamlines Care, but the Physician Role Remains Crucial appeared first on PYMNTS.com.", "date_published": "2025-02-13T18:21:41-05:00", "date_modified": "2025-02-13T18:21:41-05:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/02/digital-health.jpg", "tags": [ "Amazon One Medical", "Amwell", "Amwell Psychiatric Care", "Andrew Speight", "digital healthcare", "Featured News", "Healthcare", "Ido Schoenberg", "News", "PYMNTS Intelligence", "PYMNTS News", "RXNT", "Vida Health" ] }, { "id": "https://www.pymnts.com/?p=2456983", "url": "https://www.pymnts.com/healthcare/2025/walgreens-continues-efforts-to-divest-healthcare-clinic-chain-villagemd/", "title": "Walgreens Continues Efforts to Divest Healthcare Clinic Chain VillageMD", "content_html": "

Walgreens Boots Alliance-backed healthcare clinic chain VillageMD is reportedly working with advisers to explore a sale, restructuring or other options.

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This move comes after Walgreens CEO Tim Wentworth said during a January earnings call that the company plans to divest VillageMD, Bloomberg reported Wednesday (Feb. 12).

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A Walgreens spokesperson told Bloomberg that Walgreens \u201cis continuing to work toward executing its stated goal of securing an endpoint for its investment in VillageMD, consistent with Walgreens\u2019 turnaround strategy.\u201d

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The company bought a controlling stake in VillageMD for $5.2 billion in 2021 as it sought new sources of revenue beyond its pharmacy and front-of-store offerings, according to the report.

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The Walgreens unit that includes the stake in the healthcare clinic chain booked an operating loss of $325 million during the quarter ended Nov. 30, the report said.

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After VillageMD defaulted on a senior secured debt provided by the company, Walgreens said in August that it would not exercise any remedies against the firm and that it was in discussions with third parties to consider the future of its investment in VillageMD, per the report.

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This report came at a time when Walgreens is in the midst of a turnaround process in which company officials are looking to stabilize the retail pharmacy, optimize the store footprint and address reimbursement models.

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\u201cWe still have substantial work to do here,\u201d Wentworth said Jan. 10 during the company\u2019s quarterly earnings call. \u201cWhile our turnaround will take time, our early progress reinforces our belief in a sustainable, retail pharmacy-led operating model.\u201d

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Walgreens began its turnaround strategy last year after considering closing a quarter of its stores in the early summer. In December, media reports circulated about Walgreens considering a deal to be sold to a private equity firm, but those reports were neither confirmed nor denied.

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Retail pharmacies like Walgreens, CVS and Rite Aid face challenges to their traditional business models as consumer preferences move toward digital solutions and telehealth services, PYMNTS reported in October.

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As foot traffic declines, retail pharmacies find themselves facing pressure from both traditional competitors and new entrants like Walmart and Amazon.

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The post Walgreens Continues Efforts to Divest Healthcare Clinic Chain VillageMD appeared first on PYMNTS.com.

\n", "content_text": "Walgreens Boots Alliance-backed healthcare clinic chain VillageMD is reportedly working with advisers to explore a sale, restructuring or other options.\nThis move comes after Walgreens CEO Tim Wentworth said during a January earnings call that the company plans to divest VillageMD, Bloomberg reported Wednesday (Feb. 12).\nA Walgreens spokesperson told Bloomberg that Walgreens \u201cis continuing to work toward executing its stated goal of securing an endpoint for its investment in VillageMD, consistent with Walgreens\u2019 turnaround strategy.\u201d\nThe company bought a controlling stake in VillageMD for $5.2 billion in 2021 as it sought new sources of revenue beyond its pharmacy and front-of-store offerings, according to the report.\nThe Walgreens unit that includes the stake in the healthcare clinic chain booked an operating loss of $325 million during the quarter ended Nov. 30, the report said.\nAfter VillageMD defaulted on a senior secured debt provided by the company, Walgreens said in August that it would not exercise any remedies against the firm and that it was in discussions with third parties to consider the future of its investment in VillageMD, per the report.\nThis report came at a time when Walgreens is in the midst of a turnaround process in which company officials are looking to stabilize the retail pharmacy, optimize the store footprint and address reimbursement models.\n\u201cWe still have substantial work to do here,\u201d Wentworth said Jan. 10 during the company\u2019s quarterly earnings call. \u201cWhile our turnaround will take time, our early progress reinforces our belief in a sustainable, retail pharmacy-led operating model.\u201d\nWalgreens began its turnaround strategy last year after considering closing a quarter of its stores in the early summer. In December, media reports circulated about Walgreens considering a deal to be sold to a private equity firm, but those reports were neither confirmed nor denied.\nRetail pharmacies like Walgreens, CVS and Rite Aid face challenges to their traditional business models as consumer preferences move toward digital solutions and telehealth services, PYMNTS reported in October.\nAs foot traffic declines, retail pharmacies find themselves facing pressure from both traditional competitors and new entrants like Walmart and Amazon.\nThe post Walgreens Continues Efforts to Divest Healthcare Clinic Chain VillageMD appeared first on PYMNTS.com.", "date_published": "2025-02-12T19:40:09-05:00", "date_modified": "2025-02-12T19:40:09-05:00", "authors": [ { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" } ], "author": { "name": "PYMNTS", "url": "https://www.pymnts.com/author/pymnts/", "avatar": "https://secure.gravatar.com/avatar/679fcf5c2ed5358e99e8e23b22e3b5d761e37bdb76fa7b0e13d8ecd9ff01bf88?s=512&d=blank&r=g" }, "image": "https://www.pymnts.com/wp-content/uploads/2025/02/VillageMD.jpg", "tags": [ "drugstores", "Healthcare", "News", "PYMNTS News", "Retail", "retail pharmacies", "Tim Wentworth", "VillageMD", "Walgreens", "Walgreens Boots Alliance", "What's Hot" ] } ] }