The challenge Piedmont Healthcare’s Patient Advisory Panels are important groups comprised of real Piedmont patients. Many meetings included a discussion regarding concerns about confusing billing statements. Patients wanted statements that were easier to read, navigate and understand, as well as more self-service payment options, including payment plans and other affordable payment options. “In our call center, approximately 30% of patient calls stemmed from complaints about their statement and fielding these calls was another burden for staff members,” said Brian Unell, VP of Revenue Cycle at Piedmont Healthcare. “Today, our patient population finds it much easier to understand and pay their bill, thanks to its new consumer- friendly design and our affordable, self-service paym

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