Health iPASS Insights

Allyson Howard

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Top Five Things Your Patients Hate About Your Check-In Process

Posted by Allyson Howard on Jul 6, 2020 1:42:52 PM

Let’s face it—most people do not enjoy going to the doctor. Many people dislike it so much they avoid going even when they should, leading to poorer health outcomes. While providing a better patient experience may not get them skipping in the door, it will lead to happier, more loyal patients who are more likely to come in when they have a health concern. You cannot afford to ignore the patient experience any longer, for the health of your patients and your practice. Here are a few examples of what your patients hate most about your check-in process, and how you can turn their frowns upside down!

Problem #1: Being asked to arrive 15-30 minutes early to fill out forms. And forms. And forms.

For me as a patient, this one looms large. I have three children, and the number of forms I have to manually fill out at all of their various healthcare provider appointments is enough to give anyone carpal tunnel syndrome. Compounding the problem is the fact that people just do not handwrite things anymore. (Check out “The Uncertain Future of Handwriting” on the BBC website for an interesting analysis if you are so inclined.) When they are asked to do so, the task is cumbersome and often the legibility of the writing is terrible. Now your staff is left with attempting to decode what the patient has written and manually enter it into your EHR. Talk about a system that seems tailored to cause insurance denials. 

The Health iPASS Solution

Digital forms. Do I hear angels singing? Health iPASS will text your patients a link that allows them to fill out customizable forms before they arrive at your office on their own devices. No printing of forms. No clipboard or pens. And of course, clearer forms that automatically write back to your PM system. Is it magic? No, it’s Health iPASS. 


Problem #2: Not knowing what they owe and when they owe it

Don’t get me wrong, I love my doctor, and I know his front desk staff is working hard for me and other patients. However, it drives me crazy how inconsistent they can be about collecting my copay. Sometimes they ask for it. Sometimes they say I don’t have one. Sometimes I pay and get a refund. Sometimes I don’t and get a bill months later. To top it all off, there have been situations in which I go to a series of appointments for long-term treatment and am told numerous times I do not have a copay, only to be informed that I have an enormous bill at the end of it all. I don’t know about you, but I’d rather pay my $30 a visit at the time of service than be hit with a $300 bill weeks later. Which leads me to #3…

Problem #3: Having public discussions about their bill with front desk staff

I get it, doctors need to get paid just like everyone else. However, it can be off-putting to your patients (and your staff) to have discussions about their financial delinquency at the front desk with people standing in line behind them. Many times patients have not paid their bills because they didn’t even know they had them, or the communication of costs was unclear. 

The Health iPASS Solution

Our solution for both of these issues (2 & 3) is making it incredibly easy for patients to view & understand costs, as well as making payment a breeze. Through our platform, patients can check-in, verify their benefits and view a detailed list of charges with a few taps on their own devices or on one of our kiosks in-office. Patients can also choose to leave their payment information on file in a secure, tokenized format and opt-in for autopayment of residual balances on a visit-by-visit basis. Our platform eliminates the need for awkward financial conversations with patients & provides a very private, yet retail-like payment experience that your patients will love. 


Problem #4: Having your office constantly make copies of insurance cards and ID

While the average patient may not know that medical identity theft is a very real threat, they know that it feels a little sketchy providing paper copies of their insurance cards and IDs on a regular basis. How can patients be sure their sensitive information is stored securely? Isn’t there a better way for staff to verify the identity and insurance eligibility of patients without the manual tasks of making copies and inputting information, not to mention using all that paper? Yes, there is!

The Health IPASS Solution:

Health iPASS’s insurance verification process is now powered by VerifAI, which uses Optical Character Recognition (OCR) and artificial intelligence to pull information automatically from a patient’s insurance card. If you are not a tech person (um, hi, that’s me), the process is similar to when you scan an image of your credit card to pay for something online, and the information automatically populates on the checkout page of the website where you are shopping. VerifAI eliminates the need for paper copies and for the manual data entry that can lead to claim denials from human error. No more taking insurance info over the phone, no more paper copies that need to be securely stored and shredded when the time comes. Clean, simple, and automatic. Nice. 


Problem #5: Feeling unsafe at your office because of poorly executed COVID-19 policies

Many of us are getting used to the drill of mask, hand sanitizer, and maybe even some sterile gloves when entering a public space and standing at least 6 feet apart in lines. It’s becoming second nature for workers to wipe everything down in between customers just like healthcare providers have always done between patients. Likewise, patients and consumers expect everything to be shipshape when they enter and leave your office. The more reassured your patients feel about your COVID-19 procedures, the more loyal they will be to your practice—and they will spread the word, not the virus, to their friends and families. 

Conversely, if your practice is not taking the proper measures to ensure that patients feel safe at your office during the pandemic, they will be on social media in no time, complaining about your practice and requesting recommendations for another medical provider. Yikes. 

The Health iPASS Solution 

Even before the COVID-19 pandemic, tech experts were already advising providers to rethink the traditional waiting room. These days, your patients are looking for a personalized, yet touch-free way to check-in, view their benefits, make payments, and fill out forms. Health iPASS is ready with our  Express Check-In that delivers a virtual waiting room experience your patients will love. You can even send customized visit instructions and COVID-19 screening questions directly to your patients’ devices as they wait safely in their vehicles for their appointment time to arrive. Providing the best patient experience possible is like sending your patients a warm, yet virtual hug that makes them feel valued.


There you have it – the way to your patients’ hearts is a system that takes the things they hate most about medical check-ins and turning them into simple, tech-enabled processes that also happen to ease many staff operational burdens. Check out our website to schedule a demo of how Health iPASS does all these things, and more!

*This post orginally appeared on LinkedIn at

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Topics: Patient Consumerism, improved patient experience, virtual waiting room, express check-in

You Asked, Health iPASS Answered: Rapid COVID-19 Communications

Posted by Allyson Howard on Jun 15, 2020 10:45:36 AM

As the COVID-19 crisis began to gain footing in the US, many of our clients were looking for ways to create and send patient communications quickly and easily. Our development team heard the call and sprang into action. Health iPASS was already expanding our communications platform at the time to create a custom experience for any patient based on data pulled from the practice management software including payer, deductible remaining, provider, etc.

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Topics: COVID-19, patient communications, virtual waiting room, express check-in

Planning to Reopen Your Practice? 4 Steps for a Triumphant Return

Posted by Allyson Howard on Apr 30, 2020 1:11:50 PM

This article is an introduction to our new series on practice recovery post-COVID-19

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Topics: Patient Payments, Health iPASS Patient Pre-Check, COVID-19

During This COVID-19 Crisis, We Applaud the Helpers

Posted by Allyson Howard on Mar 19, 2020 2:28:42 PM

Hello everyone!

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Topics: pre-arrival, Health iPASS Patient Pre-Check, COVID-19, client support

Learn the Secrets of Financially Healthy Practices at The MGMA Financial Conference Booth #403

Posted by Allyson Howard on Feb 25, 2020 12:10:54 PM

How’s everyone doing out there? It’s been a rough cold and flu season this year. I’ve been doing everything I can to keep myself and my family as healthy as possible.  Eating healthy, getting enough rest, washing hands, taking vitamin C supplements, using all the Lysol-- it has been a job onto itself. Still, I'm jumping at every cough and constantly taking temperatures, just in case. Catching a health crisis in the early stages is crucial to decreasing the severity and duration. What if there was a way to monitor the financial health of your medical practice and a set of tools and strategies to get it back on track when it’s a little “under the weather”?

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Topics: Conference Announcements & Recaps, patient revenue cycle, Quickforms, MGMA The Financial Conference 2020, practice financial health

Health iPASS Will Be At The Exscribe 2020 User Meeting!

Posted by Allyson Howard on Feb 10, 2020 12:13:33 PM

Ever notice how there are some things that are just better together, like cookies and milk, or peanut butter and jelly? How about Exscribe and Health iPASS?

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Topics: Patient Payments, Conference Announcements & Recaps, HiPPAY, Exscribe

Health iPASS Patient Pre-Check Introduces Quickforms!

Posted by Allyson Howard on Jan 13, 2020 11:02:20 AM

One of my least favorite parts of a standard doctor’s office visit is having to arrive 15-20 minutes early just to fill out forms. This happens pretty frequently since I have three kids who have the usual number of childhood injuries and ailments that require seeing a specialist. Just imagine lugging a five-year-old, a toddler, and an infant to the pediatric ENT to address chronic ear infections, then having to manage them as you attempt to fill out 5-7 pages of paperwork. By the time you see the physician, you are frustrated and not a little bit angry, not to mention nursing a developing case of carpal tunnel syndrome from all that writing. Now that there is an app for just about everything, patients are likely to be even more annoyed by manually filling out piles of forms.

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Topics: patient intake, Quickforms, pre-arrival, Health iPASS Patient Pre-Check

Let’s Get it Started! Healthcare Disruption and Innovation at #JPM2020

Posted by Allyson Howard on Jan 6, 2020 10:18:31 AM


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Topics: Conference Announcements & Recaps, VC Funding, thought leadership, healthcare startups

Sick of Payment Processor Charges and Hidden Fees? Announcing HiPPAY!

Posted by Allyson Howard on Dec 30, 2019 12:16:47 PM

Payment processing fees are a necessary evil for any business that accepts credit or debit cards. Most merchant processors charge a percentage rate based on the total dollar amount of the charge as well as a per-transaction fee. Some even charge an additional subscription fee for their service. High-volume practices are plagued by the per-transaction fees, and practices with high-dollar services, such as orthopedic surgeons,  are overwhelmed by the percentages that claim bigger chunks of would-be revenue. Either way, providers are often hit by a mountain of unanticipated fees when they see a statement from their payment processor.

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Topics: patient payment, Health iPASS features, payment processors, HiPPAY

Deductible Resets Are Coming In January to Freeze Up Your Operating Income: Are You Prepared?

Posted by Allyson Howard on Nov 8, 2019 10:30:00 AM

As any home or vehicle owner knows, preparing for the big freeze ahead of the winter months can save you countless headaches and unexpected bills. For example, last year during the midwestern polar vortex I had a toilet pipe that went through my garage wall freeze due to poor insultation. Luckily, we were able to get it fixed before the pipe burst, to the tune of about $600. You can bet that we are more prepared this year with better insulation and a garage space heater. If you would spend the time to winterproof your major investments like homes and cars, then why not your medical practice?

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Topics: price transparency, card on file, deductible resets, Health iPASS features

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