Several surveys have pointed to consumers’ frustration with the healthcare billing process. A majority of consumers have stated that they feel overwhelmed and anxious with the entire process. As regards billing errors, two main pain points have contributed to this frustration, namely, identifying billing errors and solving these errors.

 

Ultimately, consumers find medical billing to be challenging for various reasons, and three of these top reasons are as outlined.

 

Perceived Complexity

Many survey respondents admitted to struggling with understanding healthcare bills and the billing process. Consumers’ top concern lies in understanding what they are being billed for, with some saying they find the process even more complex than processing a mortgage payment. Many consumers are also almost always uncertain about whether the final bill will be consistent with the provided estimate. Reconciling the variance between the two is quite challenging.

 

It is this perceived complexity of the process that has left many consumers self-doubting and lacking confidence in their ability to identify even the smallest error in their medical bill. As it stands, a majority of consumers who identify healthcare billing errors only do so by comparing the charges on their bills with estimated costs.

 

Others only do so after noticing that the items on their healthcare bill are different from the care experience they received. Others yet identified the error by comparing the charges to the provided explanation of benefits.

 

Lack of Clear Communication

Even after identifying a potential error in their billing, consumers report that they face a challenge figuring out who to contact. Finding the right contact information for correcting bill errors can be frustrating, and consumers agree in their advocacy for clear options and points of contact.

 

Similarly, many consumers remain frustrated with the fact that health plans and providers are yet to respond to their preference for communication through digital channels. A majority of consumers agree that communication would be more seamless if the providers used more modern platforms. Again, there is great emphasis on the need for clear and concise communication, especially on the explanation of charges and benefits.

 

Unsatisfactory Service

Billing corrections has proved a time-consuming process for many consumers. Some have reported spending up to weeks on end making follow-ups and finally getting their bills corrected.

 

Such experiences have only added voice to the call for better service and the concerned parties being more proactive in delivering faster resolution. The Consumer Financial Protection Bureau (CFPB) report highlights complaints about privacy intrusions and coercive credit reports based on inaccurate medical billing. These complaints reiterate the need for better and faster service in billing corrections.

 

Changing the National Sentiments

Insights into consumers’ pain points and concerns shed light on the challenges they face. Stakeholders involved in the healthcare billing processes can leverage these insights to develop innovative solutions that will streamline the process and resolve specific concerns raised.