Case Study: Cincinnati Children’s Hospital Medical Center achieves ten-fold portal adoption, $800K/month in online payments and $70K/month statement savings with Experian Patient Self Service

Online engagement delights patients and boosts revenue

Cincinnati Children’s Hospital (CCH), a large nonprofit pediatric medical center, struggled with very low adoption of its five-year-old online bill-pay portal (only about 900 families) while relying on costly two- to four-page paper statements. Making simple updates to statements was time-consuming and expensive, prompting the hospital to find a more flexible, user-friendly solution.

CCH implemented Experian Health’s Patient Self Service portal and upgraded its statements, adding self-service tools (email questions, insurance updates, autopay, charity care applications, estimates, paperless options) and an enrollment help video. Adoption jumped to more than 10,000 users without active marketing, monthly online payments rose from $200K to $800K, the hospital collected more in six weeks than it had in six months previously, and it saved about $70,000 in the first year on statement printing and mailing while gaining the ability to make real-time statement changes at no charge.

Cincinnati Children’s Hospital Medical Center

Chris Lah

Senior Director, Business Office Customer Service