Case Study: Yale New Haven Health achieves pre-service excellence and patient price transparency with Experian Health

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

Yale New Haven Health (YNHH) set out to build a world‑class financial pre‑service center to match its clinical reputation, but faced inefficient eligibility checks, limited ability to disclose patient financial obligations, and trouble generating accurate procedure estimates. The system aimed to improve the patient financial experience and train staff to consistently communicate costs and options in a consumer‑focused way as patients increasingly demand price transparency.

YNHH partnered with Experian Health and integrated solutions into Epic—Real‑Time Eligibility, Coverage Discovery, and a Patient Self‑Service portal with PaymentSafe—to deliver accurate benefits and out‑of‑pocket estimates, uncover previously missed insurance coverage, and offer online payment plans. Outcomes include clearer patient financial counseling, more than 5,000 portal registrants, payment capabilities across five hospitals, reduced self‑pay/write‑offs, and measurable gains in patient and staff satisfaction as YNHH advances toward its pre‑service excellence goals.

Yale New Haven Health

Peggy Beley

Director Pre-service