Increasing ebilling in the Healthcare Industry Without Running Afoul of Privacy Laws

Transcription

1 Increasing ebilling in the Healthcare Industry Without Running Afoul of Privacy Laws Speakers: Barrie Arnold, Vice President, Striata Donna Kennedy, Vice President, Western Union Payments

2 Credentials Check About Western Union: A trusted leader in electronic payments with cutting-edge electronic solutions, robust back-end systems & easy-to-use front-end user interfaces. Provides consumers & businesses with fast, reliable and convenient ways to send & receive money around the world. 135-year-old legacy, 445,000 agent locations in 200 countries & territories. In 2010: completed 214 million consumer-toconsumer transactions worldwide moved $76 billion of principal between consumers facilitated 405 million business payments About Striata: Global leader in Secure Electronic Document Delivery, Billing & Paperless Adoption Strategy since Offices worldwide in New York, Orlando, London, Sydney, Hong Kong, Johannesburg Over 300 clients in production across 6 Secure Data Centers Clients include: United Healthcare Hartford Life Capital One Citibank National Grid PepsiCo 2

3 Key Topics What can you send electronically? HIPAA Regulations & Guidelines ebilling Adoption Industry research and consumer behavior What customers / members / patients are saying Solving anemic adoption The Optimal Customer Experience Gaining econsent with paper suppression The quickest way to view & pay a bill Key Considerations: Increased security, high adoption, high user satisfaction, lower cost to service, increased revenue 3

4 HIPAA Regulations Outlined HIPAA Security Rules: Allows covered healthcare providers to share protected health information as long as they use reasonable safeguards Allows for e-phi to be sent over an electronic open network as long as it is adequately protected Requires covered entities to implement policies and procedures to restrict access to, protect the integrity of, and guard against unauthorized access to e-phi HIPAA Notice of Privacy Practices (NPP) may be sent electronically provided the individual agrees and the agreement has not been withdrawn The NPP must also then be prominently posted on the entity s website 4

5 ebilling is a Payments Solution How are you managing: PHI Protection Phishing / Identity Theft threats PCI Compliance NACHA Compliance Security & Deliverability Website Security 1. Create a specialist team with a dedicated budget, or 2. Outsource it to the experts 5

6 Key Considerations for ebilling Electronic Billing & Payment is made up of 3 critical components: 1. Technology Secure, Robust, Scalable Can your technology be used across the enterprise? 2. Strategy Enrollment & adoption Provide Consumer Payment Choices Payment Cycle Reduction Marketing 3. Ongoing Services Adoption address collection Deliverability (avoiding spam filters) Tracking & reporting 6

7 Setting customer expectations Quoted directly from a very large US telecoms company Online Billing Terms & Conditions You acknowledge and agree that (Corp) makes no guarantee that communications or transactions conducted online will be absolutely secure. You agree to assume all risk and liability arising from your use of (Corp) online services, including the risk of breach in the security of the communications or transactions you conduct with (Corp) online. I understand and agree that (Corp) is not liable for erroneous bill statements or incorrect debits/charges 7

8 Forrester Research Feb 2010 Less than half of US Online adults with insurance use online self-service February,

9 Forrester Research - Key Findings, 2010 Difficulty with login is a major issue If delivery of documents doesn t happen on a regular basis, users tend to struggle more with remembering how to access their online profiles Low adoption is consistent across generations There is only a 14% gap between online Gen Y ers (ages 18 to 29) and Seniors (65 plus) who have not used online self-service Adoption needs a formal strategy & toolbox of tactics Customer behavior won t change overnight. A comprehensive list of tactics and getting buy-in / participation from all departments is necesssary to foster real change in customer behavior & adoption rates. 9

10 Consumer Billing Preferences - InfoTrends The Future of Electronic Bill Presentment & Payment in North America, InfoTrends, 2010 Q15: Through which of the following channels would you prefer to receive your bills? Traditional Mail 65% 46% Biller's Website 14% Consolidator's Website 13% Text Message 3% Automated Voic 2% Social Media Website 1% Other 2% 0% 20% 40% 60% 80% 10

11 Gen Y: Prefer to Receive Bills Through Versus Paper Statements Source: Q Western Union Payments Money Mindset Index Click to edit Master title style Percent of Consumers Q47: How would you prefer to receive your bill statements? 11

12 Bill Pay Channel Usage Source: Q Western Union Payments Money Mindset Index Calculated using a three-quarter moving average across Q to Q Click to edit Master title style Q6: In a typical month, how many bills do you personally pay? Q7: Of the bill(s) you pay in a typical month, how many bills do you pay through each of the following methods? Number of bills paid per month 12

13 Consumers are Paying More Bills Online Source: Q Western Union Payments Money Mindset Index Click to edit Master title style Q11: In the last 6 months, have your bill payment practices changed in any of the following ways? 13

14 ebill Adoption Rate is Increasing and Broadening Source: ebilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 Click to edit Master title style 14

15 ebilling Has Appeal to Customers Source: ebilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 Billers rate the following benefits for customers in moving from paper to electronic billing statements. In order, with most compelling first: Convenience viewing and clicking to pay in one step Increased convenience and ease Can pay bills at the last minute Can pay bills directly through their bank Saves postage and handling No more stacks Click of apaper to edit and Master clutter title style Electronic bills are more secure than bills in mail 15

16 Making the Business Case Source: ebilling Benchmarking Study, NACHA CEBP and Blueflame Consulting, January 2010 Click to edit Master title style 16

17 ebilling Adoption The key is understanding the customer 1. Customer indifference: Doing nothing is the path of least resistance 2. Forced enrollment: The registration process is the biggest deterrent 3. Log-in challenges: Trying to remember each log-in process 4. Is it really more convenient: Fetching my bill from a website is less convenient than receiving it 5. Mobile Matters: Can I view it (securely) on my phone or tablet? 6. All customers are not equal: Individuals have different needs to small groups and ASO s 17

18 The Keys to Achieving Critical Mass Security, Ease of Use & Convenience Eliminate proactive enrollment KEY FACTOR No choosing / remembering of username / password Collect customer s address at account activation or all other touch points Send the bill / statement / policy as a secure PDF attachment via mail: 1. One click to open, One click to decrypt 2. Looks identical to paper document, all detail included 3. One click to pay (no website to visit) 4. Expanded payment options 5. Personalized marketing opportunities 3 clicks to decrypt, view & pay without linking to a portal 18

19 Is a PDF Really Secure? The combination of security best practices, encryption & authentication make Secure PDF an ideal solution for sender & recipient. Striata s PDF Security has been thoroughly tested by all commercially available hacking and brute-force attack programs: Password/ Challege Length All Characters 3 characters 0.86 seconds 4 characters 1.36 minutes 5 characters 2.15 hours 6 characters 8.51 days 7 characters 2.21 years 8 characters 2.1 centuries 9 characters 20 millennia 10 characters 1,899 millennia 11 characters 180,365 millennia 19

20 Member receives encrypted PDF Document via Exact replica of paper document attached as a secure PDF Authentication box for customer security Clear, intuitive instructions on opening PDF Personalizable marketing real estate 20

21 No username / password to look-up or remember Customer enters shared secret to access PDF bill eg D.O.B & last 4 of SSN ( ) 21

22 Secure, convenient viewing on any device View, print & save PDF document OFFLINE PDF is identical to paper version 22

23 1-click payments made directly from within PDF bill Instant payment directly from within the Secure PDF bill Payment details can be partially pre-populated for increased security & convenience Secure link to online & other payment channels Click here to make a secure payment online 23 Page 23

24 Leverage all self-service options 24

25 Increase meaningful website traffic GlobalHealthcare.com 25

26 Days Sales Outstanding (DSO) Reduction days days days DSO with Paper Bills DSO with ebill Payments days 9 days 7 days 5 0 Client A Client B Client C 26

27 Don t settle for the industry average Significantly higher paper turn off than industry averages Client A: 24% paper-free in 12 mths Client B hit their 3 year adoption target in 12 mths Client C reached 67% paper in 3 years - $7.2 million print / postage savings per year No marketing budget required Client D gathered 22% of addresses in 90 days using append Client B collected: 24% of addresses in 8 mths Fast & Convenient epayment Client E has reduced their DSO from 45 days to 7 days for ebills Client F: Push DSO reduced to 5.6 days B2B / Group customers want consolidation & a data file Client G - 21% adoption of large B2B customers in 6 mths Client H: 89% paper turn off in 12 mths for B2B customers 27

28 Q & A Speaker Contact Information Barrie Arnold, Vice President, Striata direct: (646) barrie.arnold@usa.striata.com Donna Kennedy, Vice President, Western Union Payments direct: (303) donna.kennedy@westernunion.com 28