Five Things Every Consumer Expects from Their Financial Experience

Wednesday, March 6th, 2019 | 1:00pm - 2:00pm CST


With consumerism here to stay, health systems need a plan of action that speaks to patients' financial needs. Hundreds of thousands of consumers across the US use the VisitPay platform to manage their healthcare expenses. Many of them tell us what they like and don't like about the billing experience. For this webinar, we've condensed their feedback into five key themes that are prevalent across all our surveys. Presented by VisitPay and health system financial leaders, join this webinar to learn the expectations consumers bring to a contemporary self-service healthcare billing experience.



 VP 3

Vince is the Chief Product Officer and Co-Founder at VisitPay. He has nearly 20 years’ experience leading product development, operations, and marketing. He was formerly COO of Balihoo and Director of Operations and was a Director of Operations and Analysis for the Credit Recovery Services business unit within Capital One Financial, where Vince led development and deployment of customer-centric strategies on one of the largest consumer debt portfolios in the country. Prior to his business career, Vince served as a captain in the US Marine Corps. He holds an MBA from the Wharton School and is a graduate of the US Naval Academy.

VP 2

Jenny is a healthcare revenue cycle leader with 18 years patient financial services experience including 4 years at Inova where she manages the Patient Financial Services teams responsible for Customer Service, Self-Pay Outbound Collections, MediCredit Long Term Payment Plans & Legal Followup, and HB Workers Compensation.  In 2017, Jenny successfully led and implemented a new Self-Pay Collections Strategy based on Propensity to Paywhichled to an $7M increase in back-end balance after insurance patient payments year over year.  Currently, Jenny has a key leadership role inInova’s VisitPay implementation and is drivingkey marketing and portal integration initiatives.  Prior to joining Inova, Jenny supervised the Customer Contact Center at Providence Health& Services.   Jenny holds an AA in Education from Clark Community College and a BA from Central Washington University.

VP 1

Michael is responsible for account management and charter for a structure that redefines the patient financial experience for the largest provider in Idaho. He has over 20 years experience in customer management and patient experience working for firms such as Capital One and Hewlett-Packard.
Michael has held various roles across diverse organizations including customer management and insights for Capital One. At Hewlett-Packard, Michael was the Executive responsible for a 2B e-Commerce organization. Within HP, Michael managed data & analytics to drive user interface changes that drove significant improvements in performance.

These experiences have led Michael to St. Lukes Health System where he has been tasked with identifying and developing solutions that improve Patient Financial Experience from end to end. This is defined as pre-patient experience through each step of the clinical and non-clinical touch points