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
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.
Inconsistent User Experience:
Fragmented experiences across brands, states, and facilities.
Redundant state selection points created unnecessary complexity.
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.
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.