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Physician, Tech Thyself

If we have learned anything from the COVID-19 pandemic, it is that anything we can do on our own, without having to go somewhere or speak with someone, is how most people prefer things to be done. Whether it is buying groceries or visiting the doctor, if it can be done online, especially while sitting on the couch, that is how it is going to get done. That dynamic was especially evident in a recently released study that illustrated the importance of healthcare providers embracing digital platforms and just how many patients they stand to lost if they do not do so.

More than 40% of consumers said they would consider leaving their doctor and finding another one if they did not provide a good digital experience, according to a survey conducted by Cedar (https://pages.cedar.com/2020-healthcare-consumer-experience-study), a healthcare financial engagement platform. And nearly half of the respondents — 49% — said they wish their digital healthcare experience was more intuitive, like visiting Amazon.com or using Netflix or Uber, according to the survey. It may be a bit of a stretch to expect a local doctor’s office to have the same type of digital platform functionality as a tech giant, but it does illustrate the importance that technology is having on the healthcare industry and the type of user experience that people are expecting anytime they pick up their phone or turn on their computer. Healthcare providers need to think more like retail operations in order to compete in today’s marketplace.

The survey goes into detail about the type of digital functionality that consumers are expecting today. Six out of 10 respondents want to be able to make a payment via an online portal, for example. What is the downside to not providing a good digital experience? More than 25% of respondents have switched or stopped going to a healthcare provider because of a poor digital experience, which is 40% higher than the number of people who switched because of that reason a year ago.

As can be expected, more younger people consider a robust digital experience to be important than older individuals. Patients between the ages of 18 and 54 are four times more likely to consider switching doctors for not providing digital options like touchless check-ins and virtual care as patients who are over the age of 55.

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HCI Fast Facts

  • In business since 1992
  • Only serve healthcare providers
  • Meet HIPAA and PCI DSS compliance standards
  • All employees are trained and certified on their knowledge of the FDCPA, FCRA, TCPA, HIPAA and the emerging CFPB rules
  • Secure client portal
  • Secure patient portal
  • Long-term client relationships
  • Low employee turnover

one of only 70 PPMS Certified collection agencies

PPMS Certified

PPMS is a management system for recovery agencies based upon developing, implementing and adhering to a set of strict industry-specific professional practices and policies.

PPMS certification, much like a SAS-70 audit, requires independent CPA attestation that an agency has in place written policies, procedures, and work processes that ensure regulatory compliance and adherence to industry best practices. The agency must also demonstrate that it has procedures in place to identify and remediate any variance from these. PPMS certified agencies are subject to annual surveillance and must re-certify every five years.

An agency that has voluntarily undergone the PPMS application and certification process is, quite simply, a better business partner than one which has not. This rigorous process results in:

  • Greater productivity/better recoveries
  • Increased efficiency for better customer service
  • Improved data security and physical security
  • Improved solutions to compliance issues
  • Enhanced disaster recovery
  • More effectively trained staff
  • Continuous measurement of client satisfaction
  • Faster resolution of client services issues
  • Company-wide commitment to quality assurance
  • Documented procedures for consistent performance

This strict accreditation insures that you as HCI clients, receive the very best service.

"Clients come to us when good isn't good enough. They demand the best. We love it and wouldn't have it any other way."
— Christian Lehr, VP/COO

HCI is a proud member of the following associations:
HCI Associations Recovery and Medical Associations Recovery and Medical Associations