The traditional hospital bill is a modern-day nightmare — so this 9-hospital system changed it

Not long ago, Kettering (Ohio) Health found itself in a situation familiar to many healthcare networks. The nine-hospital system was satisfied with its central EHR platform, but patients still lacked clarity in their billing and payment process. Kettering saw a lower-than-desired user rate for the payment function on the patient portal. Patients still relied heavily on paying bills over the phone. It was alarmingly clear: Something had to change for the patients of Kettering — quick.

After making specific changes to the patient payment process, Kettering saw online payments jump 87 percent and calls for representative- assisted transactions decrease by 62 percent. In this whitepaper, learn how Kettering overhauled its financial payment processes and reimagined how painless it could be for patients by holding itself to the same bar as large tech-driven retailers versus hospitals.

In this whitepaper, learn: 

  • How Kettering achieved a 91 percent self-service payment rate in 2 months
  • How key Kettering leaders overcame cultural resistance to modernizing its payment processes
  • What Kettering is doing to help patients better understand their financial exposure and personalized payment options


Please fill out the form to download the whitepaper.