Markham Stouffville Hospital – A single change slashed call handling to their billing department by 96%

A single change slashed Markham Stouffville Hospital’s call handling of their billing department by 96%. They didn’t do anything new or reinvent the wheel. They made one adjustment to their payment process. Here’s what they did.

1/ The Starting Point

First, let’s rewind to the pre-IVR days. Markham Stouffville Hospital was grappling with a high volume of payment-related calls, straining their staff and resources. Then, they introduced 24/7 IVR Payments.

This wasn’t just about automating payments. It was about rethinking patient service – making it accessible anytime, without the wait or the hassle of talking to a representative.

2/ The Dramatic Shift

The impact was almost immediate. Call volume plummeted, freeing up staff for critical patient care tasks. What’s more, patients embraced the new system for its ease and convenience.

As a result, the hospital was now collecting payments efficiently, securely, and without the overhead of manual processing. This was a game-changer.

3/ Beyond the Numbers

But the story doesn’t end with reduced call volumes or streamlined payments. It’s also about enhancing patient experience and satisfaction.

Patients now have the flexibility to manage their payments on their terms, without adding stress to what might already be a stressful situation. And the hospital? It’s setting a new standard in healthcare service.

Adding to this transformation, by removing the “human” element from collecting credit card information, Markham Stouffville significantly reduced the risk of compromised patient credit card information. This step simplified their path to achieving PCI compliance, thus ensuring a safer and more secure payment environment for patients, in addition to the speed and convenience I previously mentioned

4/ Our Take

Markham Stouffville’s move to implement IVR Payments was a masterclass in leveraging technology to solve real-world problems. It’s not just about reducing call handling times; it’s about reimagining patient care and service.

They took a mundane task – payments – and turned it into an opportunity to improve patient satisfaction and operational efficiency. Moreover, by automating the payment process, they’ve removed the risk of payment data breaches (for phone in payments), reinforcing patient trust in their services.

By giving patients control and accessibility, they’ve not only streamlined their processes but also fostered a more positive relationship between patients and the hospital. Plus, the step towards PCI compliance through this automation showcases their commitment to patient security and privacy

In a world where healthcare is often criticized for being behind the times, Markham Stouffville is proving that thoughtful integration of technology can lead to significant improvements for both patients and providers, making healthcare experiences safer and more convenient for everyone involved.

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Director of Student Accounts

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Anne Pennell, VP, Customer Services Operations, Standard Life

“This was one of the best implementations I have been a part of. The communication was excellent and everything was responded to and dealt with swiftly. A real pleasure. We are looking forward to the impact this will have on our patient payments! Thank you!”

Kim Pace, Director Patient Accounts and Revenue, Chatham-Kent Health Alliance