Boston, March 14, 2018 – Health plans find themselves in the middle of a relationship tug-of-war as consumers and providers grow frustrated with completing retail-like bill payments in a system built for transacting commercial payments. Health plans are positioned to stem the tide of growing vexation by providing a medical bill payment service to their members. Those that opt to take this path are doing so because it aligns with member engagement and provider experience goals to create deeper relationships, cut costs, and increase profitability.

This Impact Report is designed to provide commercial and provider-owned health plans, healthcare providers, and electronic billing and payments vendors with insights to support the consideration and rollout of a medical bill payment service. It is based on a Q3 2016 Aite Group survey of 2,429 U.S. consumers involved in paying most or all the household bills, and it analyzes the behaviors of the 649 consumers who indicated their household paid both a health insurance bill and a medical bill in 2016.

This 32-page Impact Report contains 29 figures and one table. Clients of Aite Group’s Health Insurance service can download this report, the corresponding charts, and the Executive Impact Deck.