John Welch, Chief Product Officer at TrustCommerce, examines why the patient payment experience has become the new “front door” of healthcare in the article, “The Front Door of Healthcare Isn’t What You Think: How the Patient Payment Experience Defines Loyalty.”
In this article, Welch explains how fragmented payment processes create frustration for patients, often starting well before care is delivered. Multiple portals, confusing statements, and disconnected systems erode trust and loyalty. As patients increasingly compare healthcare payments to seamless digital experiences in other industries, the stakes are high. Up to 60% of patients say surprise bills could cause them to switch providers.
Welch highlights the value of streamlined, integrated payment solutions that connect scheduling, billing, and payment workflows to reduce friction for patients and administrative burden for providers. He also emphasizes why transparency, personalization, and modern payment options are essential to strengthening patient relationships and improving financial performance.
Key highlights from the article include:
- How fragmented billing and payment touchpoints create confusion and loyalty risk
- Why integrated, user-friendly payment experiences improve satisfaction and accelerate payment
- The role of secure technologies like tokenization and account updater tools in reducing friction
- How modern payment methods such as digital wallets and flexible pay options meet patient expectations
Read the full article on MedCity News.
