online, payment processing, secure, case study, example, pci, hospital, medical
Good Samaritan Health System
Benefits of Online Payment Processing
Using the CBOSS Central Payment Portal
The Good Samaritan Hospital is a 172-bed acute care health services facility,operating in Lebanon, Pennsylvania since June 11, 1889 when it was founded by St. Luke's Episcopal Church. Today, the modern, fully-equipped,fully-accredited institution is in its second century of service and offers complete inpatient and outpatient care, an inpatient rehabilitation program and numerous ancillary services. The Good Samaritan Hospital's mission to its service area remains unchanged in 200 years: "To provide care of the sick and suffering and further, that no distinction shall ever be made in the reception or treatment on account of creed, race or nationality."
Good Samaritan Health System (GSHS) contacted CBOSS about their concerns with merchant bank requirements with regard to proper, secure,PCI-compliant processing of credit cards. The hospital was accepting credit card information via the mail for statement payments, over the phone, and at walk-up payment service counters.
Though their primary need was for payment processing for the hospital itself, they had a history of providing central collections services for ancillary services that many hospitals provide, such as MRI and other diagnostics, and home health services. They also wanted to streamline and unify over-the-counter payments for their affiliated physicians.
In addition to accepting payments directly, GSHS also employs the services of a third party collection service. This provider receives payments via phone, was logging these payments onto a spreadsheet, and would send the encrypted file to GSHS daily for payment processing and posting.There was a strong desire in bringing this related payment process into the fold of full PCI-compliance.
The overriding goal was to implement a single, PI-compliant solution for the entire organization that would provide the ability to accept all current modes of payment, as well as centralize the management of the solution. This solution was necessary for disciplined oversight, tracking, and management of cash flow and receivables.
Additionally, the hospital saw the need to stay current with future trends and emerging payment options, such as EOB payments, additional POS options, receipt of electronic checks, scheduling recurring payments, and investigating Kiosk payment compatible solutions.
The win would be a cost-effective proposal from a single vendor who could meet this important goal-oriented list to meet their current and future needs.
Good Samaritan Health System launched the Central Payment Portal initially on March 15, 2011. As of March 15, 2012, GSHS had 35 distinct points of collection set up using the service and has been very pleased with the results.
GSHS is experiencing an increase in service levels. The majority of the traffic has come from links that were added to the existing GSHS web site or from verbal references from billing staff when conversing with payers on the phone.
Another important—though indirect—benefit has been the potential realization in revenue for GSHS due to cash flow management changes. The revised revenue collection process due to implementation of the CPP online method versus the previous paper-form-and-mail method is a dramatic improvement:
In the previous paradigm, making an online payment was not an option for customers:
A customer writes a check on Tuesday night while paying bills. The customer mails the check Wednesday, and the check arrives at the GSHS billing office inthe mail on Friday. GSHS office staff manually process the check and create a deposit slip; they take the deposit to the bank by 5:00 pm on Friday to ensure the deposit is credited asap.
Should the customer lack the ability to realize same day funding for their account,then the money shows up for use by GSHS on Monday/Tuesday of the following week. And even with same day funding, most likely two business days are needed
Elapsed time = 3-7 days
A customer pays their bills at 8:00 pm on Tuesday. They see that they can pay their GSHS bill online, and they decide to make an online payment through the web site with their credit card. The CBOSS CPP solution sends the completed transaction for settlement on Wednesday morning to GSHS’s bank. The customer’s money is collected and available for use by GSHS Thursday morning.
Elapsed time = 1 business day
The time difference in collection and deposit of monies by collecting revenue due online versus through the previous mail-dependent process is clear.
Good Samaritan isnow able to capture and realize revenue faster from patients; this shortened revenue cycle allows GSHS to improve customer service, while decreasing overhead costs and time for processing.
GSHS is now exploring the steps for integration of the CBOSS CPP directly with their institution’s EOB payments vendor, allowing real-time payments from this payment avenue as well.
You can connect with CBOSS easier than ever by following us on various social media sites. Stay up-to-date with the latest security news in the industry and how we are protecting our clients data and businesses.
Want the latest CPP or DotNetNuke CMS tips or what updates are coming soon? We keep you up to date with a digest of no more than twice per month. Subscribe and you will receive the next newsletter as soon as it is issued. We respect your privacy. Learn more about how we use your information here.