Project Iris Journey Map

PROBLEMAWARENESS

PCPEXAM

SPECIALISTEXAM

PREPROCEDURE PROCEDURE

POSTPROCEDURE

BILLRESOLUTION

!?

$$$$$ $$$$

Patient copay at service

$Patient copay

at service

$

!? !? !? !? !?

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Current Experience Journey Map

2

LACK OF TRANSPARENCY WITH SERVICES Most patients know their PCP care is mostly covered, but question what services they will be charged for as the episode continues.

UNFAMILIAR MEDICAL TERMINOLOGY The bill comes and the description is confusing or missing. Patients don’t know who to contact to understand the charges.

Even worse, patients receive a “this is not a bill” compounding the confusion.

BILLS ORGANIZED BY VENDOR, NOT OCCASION Patients wonder why they are getting bills for multiple visits organized by categories like facilities, labs, and services rather than chronological bills based on each appointment.

OUT OF SEQUENCE BILLING AND NOTICES 2nd notices from a more recent service arrives before bills from prior services are even processed.

OVER BILLING SEEMS NEVER-ENDING After receiving several bills, patients are left wondering if the billing is over and what the final amount owed will be.

PATIENT TRANSACTION

PATIENT PAIN POINT

FINALIZED BILL$

!?

PROBLEMAWARENESS

OPTIONRESEARCH

PCPEXAM

SPECIALISTEXAM

PREPROCEDURE

POSTPROCEDURE

BILL RESOLUTIONPROCEDURE

$ $ $ $

Patient copay at service

$3rd party

options & est. costPatient copay

at service

$

!?

A$$

B$$$

C$

3rd partymediation

3rd party patient payment plan

Itemized receipt Provider

Itemized receipt Provider

Itemized receipt Provider

Itemized receipt Provider

Real time estimates during services

$

3rd partydata donation

$ $

$

$$$$$$

The new patient journey provides more information up front and makes it easier to understand and reconcile bills

3

REAL TIME COST ESTIMATES Clarity about costs both before and after services.

TOOLS TO COMPARE Patients get a holistic picture of care options and their associated costs to help them make an informed decision.

SMARTER OVER TIME Patients can opt to share their data to further improve estimates for future patients.

PLAIN LANGUAGE RECEIPTS AND BILLS Complete visit details written in easy to understand language.

3

PATIENT TRANSACTION

SUPPLIED BY PROVIDER

SUPPLIED BY 3RD PARTY PLATFORM

PATIENT PAIN POINT

FINALIZED BILL

HELP WHEN YOU NEED IT A care team member helps manage issues when a question about the bill arises.

$

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