Why has Cedar (Enterprise Systems (Healthcare))'s patient billing portal seen a 15% decrease in on-time payments over the last quarter?

Introduction

Cedar's patient billing portal has experienced a 15% decrease in on-time payments over the last quarter, raising concerns about the platform's effectiveness and potential impact on healthcare providers' revenue cycles. This analysis will systematically identify, validate, and address the root cause of this issue, considering both immediate and long-term implications for Cedar and its clients.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be seasonal factors at play. Has this 15% decrease been compared to the same quarter last year?

Why it matters: Seasonal trends could explain the fluctuation and impact our solution approach. Expected answer: Yes, it has been compared, and the decrease is still significant. Impact on approach: If seasonal, we'd focus on year-over-year improvements; if not, we'd investigate recent changes.

• Considering user segments, I'm curious about the distribution of the decrease. Is the 15% drop uniform across all patient demographics or concentrated in specific groups?

Why it matters: Identifying affected segments could reveal targeted issues or user experience problems. Expected answer: The decrease is more pronounced in older patients and those with higher bill amounts. Impact on approach: We'd tailor our solutions to address the needs of the most affected segments.

• Thinking about recent changes, have there been any significant updates to the billing portal's user interface or payment process in the last quarter?

Why it matters: Recent changes could directly correlate with the decrease in on-time payments. Expected answer: A new payment plan feature was introduced two months ago. Impact on approach: We'd scrutinize the new feature's implementation and user adoption.

• Considering external factors, has there been any change in healthcare policies or insurance coverage that might affect patients' ability to pay on time?

Why it matters: External policy changes could influence patient behavior independently of the portal's performance. Expected answer: No major policy changes, but there's been a slight increase in high-deductible health plans. Impact on approach: We'd investigate how the portal supports patients with different insurance types.