As a broad health care provider network that incorporates patented consumer financial wellness tools, Health Payment Systems (HPS) offers a unique health benefits solution for self-funded employers and their beneficiaries. In 2019 we wanted to quantify how well we were doing, so we surveyed HPS members about their satisfaction with HPS and our simple one-statement billing experience, the SuperEOB®, and received more than 700 responses.
As an organization founded to help employers control costs while helping consumers understand and pay their health care bills, we were very pleased with the results; read on to find out what we learned.
Traditional medical billing practices are confusing
Are today’s medical billing practices (bills from doctors and EOBs from insurance companies) easy to use and/or understand?
Not surprisingly, the vast majority of respondents (81%) feel that traditional medical billing practices are difficult and/or confusing. A lack of clarity around who to pay and why, and unexpected bills and collection notices without getting bills are all reasons listed for why today’s medical billing practices are not easy to use or understand.
The HPS SuperEOB helps Wisconsin families understand and pay their medical expenses
Wisconsin families believe the HPS SuperEOB is a better tool than what they’ve previously used. They appreciate the SuperEOB’s simplicity, interest-free loans and the ability to use credit cards and Apple Pay.
Do you believe that the HPS SuperEOB is a better tool (than what you had prior to the SuperEOB) for understanding your health care expenses?
An impressive 91% of respondents said that the SuperEOB, and the detail available in the consumer portal, makes it easier to understand their health care bills.
Do you believe that the HPS SuperEOB is a better tool (than what you had prior to the SuperEOB) for paying for your health care expenses?
93% of respondents answered “yes” to this question.
Employees will readily recommend the HPS SuperEOB
On a scale of 0-10, with 0 being the lowest and 10 being the highest, what is the likelihood you would recommend the HPS SuperEOB to a family member or friend to help them manage their health care expenses?
This question allows HPS to calculate a Net Promoter Score, which is done by taking the percentage that responded 9 or 10 and subtracting the percentage that responded with a 6 or less.
The Net Promoter Score for HPS customers is 75. According to Satmetrix, the average NPS for health insurance in 2019 was 14. Recommendations are the highest form of praise, and we’re grateful to our HPS customers and members for trusting us with their health care.
Improve employee satisfaction with their health care
Our survey confirms that while health care and billing can be confusing, the HPS SuperEOB provides clarity. Wisconsin employees are satisfied that their employers made HPS’s provider network and SuperEOB available to them.
Mark leads HPS’s business strategy focused on expanding its statewide provider network to bring new cost-effective solutions to the Wisconsin marketplace. Mark received his bachelor’s degree in accounting from Arizona State University and received his master’s degree in health care fiscal management from the University of Wisconsin-Madison School of Business. Want to learn more about HPS’ unmatched Wisconsin network, seamless patient billing experience or partnership with NOVO Health? Contact our Business Development Team anytime at client@hps.md or visit us at hps.md.
