Goodbye, Bills: modernizing the healthcare experience by changing the way we pay.
I led the team at a San Francisco-based design consultancy called Sequence to win the first prize in the transformational category in a national design and innovation challenge sponsored by the Department of Health and Human Services and the AARP to transform the healthcare billing experience (2016).
The problem:
As a population, we struggle to navigate a confusing healthcare system and feel confident that the care we receive will be in our best interest, both in treatment outcome and financial responsibility. When it comes to our health, we put our faith in trained medical professionals who best know how to administer care. But when it comes to paying for this care, we are left on our own to negotiate the labyrinth of undisclosed fees, uncertain payment responsibility, mysterious billing codes, and reams of perplexing and often contradictory statements and bills.
Our solution:
With a change in consumer expectations brought on by our convenience-driven, on-demand economy and the proliferation of apps and services that empower consumers, the conditions are prime to remodel the experience of shopping for and buying medical services. At Sequence, we call this demand for an improved experience in the medical arena “consumer-grade healthcare.” Following a retail model of consumer behavior, healthcare services can be presented in new ways that allow people to search, browse, weigh their options, compare prices, and decide how they will pay. By modernizing, automating, and personalizing the transactional aspect of healthcare services, we can enable better relationships among consumers, providers, and payers.
Clarify is a platform that brings cost transparency and choice to healthcare purchases, eliminating financial surprises and empowering people to make more informed decisions.
Learn more:
Learn more about the Design and Innovation Challenge at its website, A Bill You Can Understand. Our winning concept service was featured on the front page of the business section in the San Francisco Chronicle on October 4, 2016. I was pleased to accept the award on stage at the fall Health 2.0 conference in Santa Clara from Karen DeSalvo, National Coordinator for Health Information Technology & Acting Assistant Seretary for Health, Department of Health and Human Services and Jody Holtzman, Senior Vice President, Market Innovation for AARP.
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