Case Study: Penn State Health improves patient payment services with HealthPay24

Penn State Health - Customer Case Study

Penn State Health, a leading research and teaching hospital, needed a better way to manage patient payments across the full care journey as consumer expectations grew. With two separate billing systems, limited legacy functionality, and rising manual work, the health system faced inefficiencies, longer A/R days, and limited visibility into patient-pay revenue. To address this, Penn State Health partnered with HealthPay24 for an omnichannel patient payment solution that could support pre-service, point-of-service, and post-service collection.

HealthPay24 delivered a branded online payment portal, upgraded POS payment devices, and interfaces to connect Penn State Health’s billing systems for real-time communication, collection, and reconciliation. The results were strong: online payments grew from $17K in the first month to $600K per month within 12 months, reaching over $1.2 million in monthly online payments by 2017, while POS collections averaged $600K–$700K per month. Penn State Health also reduced staff burden, streamlined workflows, lowered collection costs, and improved the patient experience.

Penn State Health

Virginia Robbins

Director, Provider & Patient Access Services, Revenue Cycle