Case Study: Yale New Haven Health enhances patient financial experience with Experian Health

Yale New Haven Health elevates the patient financial experience for consumers and staff

Yale New Haven Health (YNHH), a large academic medical center, wanted to build a world-class pre-service financial center that could improve patient access, authorizations, and price estimates while also training staff to deliver clearer, more compassionate financial guidance. Facing limited eligibility visibility, difficulty generating accurate estimates, and rising consumer expectations for price transparency, YNHH turned to Experian Health, leveraging its Epic environment expertise and tools such as Real-Time Eligibility (RTE), Coverage Discovery, and PatientSimple.

Experian Health implemented integrated pre-service and patient engagement solutions that gave YNHH more accurate eligibility data, uncovered previously missed coverage, and enabled patients to manage bills and payment plans online. The results included better upfront communication of deductibles, coinsurance, and out-of-pocket costs, fewer self-pay and charity misclassifications, over 5,000 patient portal registrants opting for paperless statements, and reduced call volume through self-service payment options. Experian Health helped YNHH improve patient satisfaction, staff efficiency, and financial transparency across its five hospitals.

Yale New Haven Health

Peggy Beley

Director Pre-service