Empowering Patients
+ Lowering Cost

Providing a self service experience that patients love


Post Service Case Study

Executive Summary

AdventHealth transformed its patient financial care experience by growing self-service payments by 81% and wowing their customers in the process.

Financial Impact


Lower use
of early out

(Dec ’16 vs Dec ’17)


Increase in self-service payments

(since launch)


Growth in self-service payments

(Dec ’16 vs Dec ’17)

Patient Impact

AdventHealth NPS
  • “We are competing for the patient’s attention in a really big way. Simplee is our consumer partner with unique expertise and technology to engage patients and enable payment.”

    Timothy Reiner - SVP Revenue Management AdventHealth System
  • S – Simple, I – Impressive, M – Manageable, P – Patient Friendly, L – Logical, E – Exciting, E – Efficient”

    Aarti Nayee - Supervisor, Call Center Operations, RCFO
  • “I’m very happy with the new experience, the process of payments is easy, quick and also notifies the patients with an automatic email. Looking forward for the upcoming updates.”

    Aberto Montya - Account Specialist, PFS

Happier Patients

I LOVE the consolidated billing!  It came promptly & I didn’t get a run of bills for months and months.
– Patient, AdventHealth

It’s a great portal. It’s been the easiest payment experience for hospital bills in my life.
– Patient, AdventHealth

So dang easy…. LOVE it
– Patient, AdventHealth

I am very grateful that you have allowed… payments on my multiple accounts over the past year. This is very helpful financially.
– Patient, AdventHealth

Much easier with the payment option connected to an access code vs. having to log in through my health account. That latter system needs a lot of work …..
– Patient, AdventHealth

As pleasant as paying a bill can be!
– Patient, AdventHealth

AdventHealth Details

  • 1973 AdventHealth was established
  • 46 Hospital campuses operated in nine states
  • 80,000 Employees and physicians
  • 5 Million+ Patients served annually
  • 15 Skilled nursing facilities
  • 22 Home health and hospice agencies
  • https://www.adventisthealthsystem.com
  • Balancing the business: Commercial + Consumer
  • Engagement and understanding
  • Ease and Visibility
  • Affordability

Engagement designed for consumer adoption

Mobile responsive and ADA friendly supporting patients across devices and special needs

Visibility empowering families and guarantors

Better affordability and convenience by offering self-directed payment plans and PayPal

Improved workflow for staff

Lowering costs with more self service

  • 76% Lower use of early out (Aug ‘17 vs Aug ‘16)
  • 33% increase in self-service payments (since launch)
  • 81% Growth in self-service payments (Aug ‘17 vs Aug ‘16)

Consumers LOVE the change

  • 4.6 out of 5 stars (10,802)
  • Net Promoter Score (NPS) of 40 (N=12,258)
Join the movement