From self-check-in at airports to self-checkout at retail stores, consumers appreciate efficiencies afforded by self-service technologies. Yet many health systems have been slow to adopt a similar approach to patient payments. Adventist Health System, however, illustrates that the same self-service concepts used effectively in other industries can prove just as valuable to the revenue cycle of healthcare organizations.
Winter Park, Fla.-based Adventist is the largest not-for-profit Protestant healthcare organization in the U.S., with 44 campuses and 7,700 licensed hospital beds. Approximately 4 million patients annually encounter its inpatient, outpatient and emergency room settings. With such a large patient volume, Adventist recognized early on the growing importance of patient payments to its revenue stream—an importance exacerbated by more recent economic conditions.