One thing health insurance carriers of all sizes have in common is the need to send invoices to employer groups and consumer clients. While most insurance carriers have some form of electronic billing method, some are still sending paper to one or more of their market segments. And many do not have solutions that enable them to capitalize on this transaction as a means to building relationships with customers.
Here are five essential features your electronic invoice presentment and payment (EIPP) solution needs to cut administrative costs and boost customer satisfaction:
Secure, Consolidated Billing
Consolidated billing means taking invoice data from multiple systems within a single carrier, or multiple invoices across different carriers, and putting them all in one payable online invoice. This gives the customer the convenience of viewing and paying a single bill for all of their plans. With the proliferation of multi-carrier exchanges, consolidated billing should be the primary function of any online billing solution.
Many group administrators also work with a broker or agent to manage insurance bills. Rather than allowing shared logins and passwords, you need the ability to automatically assign agents to specific groups so they can log in and manage their entire book of business, all from one username/password. This not only makes it easier for agents to serve customers, but also protects the integrity of benefits data and allows for accurate audits of enrollment and billing systems.
Just because consumers can access a website from their smartphone doesn’t mean it’s easy to conduct transactions. Apple Pay introduced a whole new level of convenience for consumers. And the number of individuals depending on their smartphone vs. a computer to complete transactions such as online banking and bill paying continues to rise.* Most of these transactions can be triggered by a text message. Administrators and consumers expect these same conveniences from you. They expect to pay bills from their mobile devices with a few quick swipes of a finger, whether it’s through an app or website. Your online billing solution must adapt to your mobile strategy.
Enhanced Email/Text Communications
You can’t rely on the group administrator or consumer to remember when their bill is due – they expect a reminder electronically. Email and text reminders for payment due dates, however, are just the start of what a modern online billing platform should do. Each action should trigger a relevant communication to be sent from the billing system including a delinquent invoice, payment received and credit card expiration dates, to name a few. This also gives you another opportunity to connect with the customer and remind them of your commitment to service.
Video campaign manager
A long-practiced method of distributing upsell brochures is by putting “stuffers” in paper invoices that were sent by mail. The opportunity to upsell doesn’t go away with online invoicing. By building in video capabilities, you can run promotional campaigns as part of the monthly billing cycle. Videos can also be used to explain invoices and any changes that might occur from month to month, helping customers understand exactly what they’re getting…. and more transparency equals more trust and greater customer satisfaction.
Creating and assigning usernames and passwords to groups and consumers, even for a small to moderate sized carrier, can be costly and time consuming. Did your credit card company assign you a username and password? Probably not. A modern billing solution needs the capability for users to enter in a few pieces of key information that identifies their account information and enables self-registration. This streamlines the process from the start for the user to access and pay their bills online.
Learn more about how a simple online billing process can save you money and increase customer satisfaction.