Johnathan Welch, Chief Product Officer at TrustCommerce, explores how cross-team alignment can close gaps in the patient payment journey in the article, “Closing the Gaps in the Patient Payment Experience,” published in Physicians Practice.
In this article, Welch explains that while healthcare organizations have invested heavily in digital payment tools such as portals, digital wallets, and flexible payment options, technology alone does not guarantee a seamless experience.
Welch introduces a practical framework called Align, Activate, Advance to help healthcare organizations unify people, processes, and technology. By aligning teams and standardizing tokenized payment tools across touchpoints, providers can reduce friction, improve completion rates, and strengthen patient trust.
Key highlights from the article include:
- Why cross-department alignment is critical to delivering a consistent payment experience
- How tokenization and shared payment methods support seamless transactions across channels
- How an ecosystem-wide strategy improves patient satisfaction while driving measurable operational results
Read the full article in Physicians Practice.
