A few years ago after my father died, I pored over the bills we received from the hospital. Even with a background in healthcare revenue cycle, I couldn't make sense of some of them. I remember thinking, "If I can't understand these bills with all my years of experience in healthcare, how could the average person make sense of statements like these?"
Since then, I've been passionate about driving change in healthcare - in particular, around the patient financial experience. Recently, I shared insight on ways providers can design a better patient financial experience in a podcast with Gary David, PhD, Professor of Sociology, Professor of Information Design and Corporate Communication and the Founder of ethno-analytics, LLC, which focuses on integrated design and experience alignment.
