Providence.org Revenue Cycle Site Redesign

Project Audit

Comprehensive Audit:

  • Audited 100+ pieces of Financial Assistance collateral across 10+ touchpoints spanning 22 Providence facilities and organizations.

Critical Issue Identification:

  • Identified key challenges in the patient experience and prioritized actionable solutions.

Top Challenges in the Previous Patient Experience

  1. Lack of Clarity and Support:

    • Unclear entry points into billing processes and Financial Assistance details.

    • Educational resources were difficult to locate and buried within content.

    • Headlines lacked clarity and context, making information hard to access.

  2. Inconsistent User Experience:

    • Fragmented experiences across brands, states, and facilities.

    • Redundant state selection points created unnecessary complexity.

  3. Navigation and Compliance Issues:

    • Overwhelming text and looping navigation hindered the user experience.

    • Insufficient focus on regulatory compliance and guidelines.

Guiding Principles for Reshaping the Experience

  • Personal Relevance: Tailor the experience to patients’ needs.

  • Demystification: Simplify the Financial Assistance process.

  • Engagement: Make the experience more user-friendly and engaging.

  • Transparency: Provide clear and accessible financial assistance resources.

  • Human Connection: Support patients in overcoming stigmas about seeking help.

Key Steps in the Improvement Process:

  • Team Ideation and Collaboration:

    • Conducted team ideation sessions to brainstorm and refine concepts.

    • Facilitated cross-functional workshops to incorporate diverse expertise.

  • Future State Vision and User Studies:

    • Mapped a clear future state vision to align direction and goals.

    • Conducted user studies with patients and caregivers for actionable insights.

  • Improvements and Enhancements:

    • Streamlined User Journey:

      • Reduced content from 60 pages to 12, improving clarity and navigation.

      • Cut 50% of clicks required to download Financial Assistance applications.

    • Content Consistency:

      • Eliminated duplicate content across states and facilities.

    • Integrated Eligibility Calculator:

      • Launched an interactive, web-based Financial Assistance tool.

      • Provided contextual support throughout the bill payment, payment plan, and Financial Assistance application processes.

Outcomes and Results

  • Enhanced User Experience: Transformed healthcare financial services, achieving a 65% increase in user engagement.

  • Expanded Support: Delivered educational resources to improve patient and caregiver understanding of billing solutions.

  • Optimized Navigation: Streamlined site navigation, driving 30% year-over-year growth in website traffic.

  • Improved Efficiency: Optimized content architecture for scalability and long-term impact.

Sample of Billing Support Homepage BEFORE
(click on image for full size):

Sample of Billing Support Homepage AFTER
(click on image for full size):

Final deliverables for Revenue Cycle Funnel:

This project showcases my ability to simplify complex processes, enhance user experience, and collaborate effectively with cross-functional teams to deliver impactful results.

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