The ROI of Online Patient Payments is Significant

For many healthcare providers, outdated payment systems are causing unnecessary frustration for patients and staff. Plus, these archaic systems and processes are costing providers Fortunately, leading organizations, like First Choice Neurology, are proving there’s a smarter way forward.

First Choice Neurology (FCN), is one of the largest neurology private practices in the state of Florida with over one hundred clinicians in 60+ locations. They see 1,600 patients each day and service 40 hospitals. At this volume, processing payments manually was a frustrating and slow process.

That’s why FCN jumped at the opportunity to implement online payments through healow Pay which is integrated with their EHR platform from eClinicalWorks. Healthcare IT Today sat down with Jose Rocha, Director of the Corporate Business Office for FCN to learn more about the results they have achieved.

Key Takeaways

1. Digital payments speed up revenue collection. Switching to text and online payments cut FCN’s days in AR from 27 to 24—an immediate boost to cash flow and operational efficiency.
2. Modern payment tools drive real cost savings. Transitioning from mailed statements to digital payments saved $8K–$10K per month, with lower transaction costs and fewer print/mail expenses.
3. Adoption is easier when patient demand already exists. FCN faced minimal friction during rollout because patients were already asking for online and mobile payment.

Patients Expect Digital-First, Paper-Last

Patients today expect seamless, digital options as their first choice with paper/manual processes as a last resort – especially when it comes to paying bills. In recognition of this, FCN implemented mobile-first solutions for patient payments.

“Patients want to be able to text to pay,” explained Rocha. “They want to be able to go to the portal to pay, they want to be able to go online and set up a payment plan.”

The result? A payment experience that mirrors the speed and ease of other industries, like retail and finance. This helps FCN meet rising patient expectations AND builds trust + loyalty through convenience.

Reducing costs while collecting faster

Transforming their payment processes with healow Pay, helped improve the patient experience AND strengthened FCN’s bottom line.

“We were saving probably $8,000 to $10,000 a month in statements just because we were able to collect before we even sent the statement out,” said Rocha.

Better still, FCN cut days in AR by 3 days by simply offering patients more ways to pay upfront.

“Patients love the fact that we’re texting them, that we’re emailing them, and they pay quickly,” continued Rocha.

At a time when leaders at healthcare organizations are being asked to find ways to do more with less, implementing digital payments seems to fit the bill (pun intended).

Patients demand better digital experiences

Receiving payment faster is nice, but it is more than that. By implementing digital payment options, FCN is inviting patients to engage in a way they expect. This is particularly true for younger patients who see text and email as mandatory rather than “nice-to-haves”.

Modernizing payment systems isn’t a finance-only decision—it’s a strategic imperative that touches experience, efficiency, and engagement. As this example shows, aligning payment technology with patient preferences can lead to measurable financial and operational gains.

Having modern payment options and continuing to adopt other new technologies from their EHR partner, eClinicalWorks, FCN stands out in a competitive market. FCN is continuing to push forward with other technologies, including an automated AI solution to help reduce the burden on call center staff (healow Genie)

This strategy continues to show FCN’s hospital partner that they are an organization willing to invest in process improvement and technology infrastructure – telltale signs of a well-run, well-respected provider.

Learn more about First Choice Neurology at https://www.fcneurology.net/

Learn more about healow Pay at https://plus.healow.com/online-bill-pay/

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