Boston, March 20, 2019 – Health providers’ past attempts to implement a consumer-friendly bill payment experience have been riddled with false starts, and now consumer bill payments involve an even wider range of transactions, payment methods, and channels. Meanwhile, health plans are increasingly seeking to integrate payments into their portal experience and, by doing so, take over a key consumer engagement relationship. Healthcare providers are at a crossroads, and in the age of healthcare consumerism, the choices they make matter more than ever.

Based on a Q3 2018 online Aite Group survey of survey of 2,425 U.S. consumers, 820 of which paid a medical bill, this report baselines key consumer behaviors, underscores what the behaviors mean, and then pinpoints what products or features could help healthcare providers create better behaviors within their respective payment experiences.

This 37-page Impact Report contains 39 figures and two tables. Clients of Aite Group’s Health Insurance service can download this report, the corresponding charts, and the Executive Impact Deck.