Lines at the desk, phones ringing off the hook and a stack of insurance questions waiting to be resolved — this is the daily reality for many patient access teams. Today’s patients find these “front door” bottlenecks in healthcare particularly frustrating, especially since they can envision how much smoother the process could be with the digital apps and tools they rely on in other areas of their lives. Despite improvements in patient access, Experian Health’s latest State of Patient Access survey suggests that the digital front door in healthcare is still only partially open.
Drawing on these survey findings, this article examines how opening the digital front door in healthcare can address common pain points in patient access, improve operational efficiency and better meet the needs of modern healthcare consumers.
What is the digital front door in healthcare?
Scheduling a doctor’s appointment should be as easy as using a food delivery or ride-sharing app. That’s the idea behind the digital front door in healthcare. Giving patients secure digital options to book, register and pay for care puts control in their hands so they can manage their care anywhere, anytime. It’s part of a larger digital transformation in healthcare, making it easier for patients to connect with services quickly and conveniently. At the same time, it improves efficiency and profitability for providers.
From websites and portals to mobile apps, this approach creates a friendly, accessible entry point that focuses on what patients need: simplicity, convenience, and transparency in their healthcare journey.
Top pain points in the healthcare digital experience
While previous State of Patient Access reports exposed frustrations with patient access, the 2024 survey shows a glimmer of hope. Self-scheduling options are on the rise and telehealth is reducing friction. Patients and providers agree that access is getting better and credit digital tools for many of the improvements. That said, challenges remain.
Top 3 pain points for patients
- Seeing their doctor quickly (27%)
- Understanding how much their care will cost (17%)
- Trying to schedule appointments (14%)
Top 3 pain points for providers
- Maintaining staffing levels (45% vs. 55% in 2022)
- Efficient and timely management of prior authorizations (39%)
- Improving speed and accuracy of resolving patient information prior to claims submission (31%)
When it comes to future priorities, patients and providers agree that accurate pre-service price estimates and clarity around insurance coverage are the top two. Providers believe they’re getting better at providing accurate estimates, and while 74% of patients say they did receive accurate estimates, this is down from 78% the previous year. It’s a good reminder that the digital front door isn’t just about online scheduling: using digital tools to help patients understand and prepare for their bills is a key component.
Patients and doctors want more — not fewer digital services
The 2024 report reaffirms previous findings that patients want more digital options for managing their healthcare: six in ten say this is important. And among providers, it’s clear that digital front door technology is seen as a critical driver of improvement in patient access. Here are just a few ways providers say they’re using digital tools to reduce friction:
- Expanding telehealth services
- Introducing digital/mobile patient communications
- Launching patient portal services
- Enabling online and mobile payment tools
- Implementing digital self-service registration and online/mobile self-scheduling
Mitigating staffing shortages is a major benefit. Staffing issues have lessened since the peak of the pandemic, but remain an obstacle to effective scheduling and registration for 72% of providers. Automation and self-service patient access tools help alleviate these pressures.
How digital solutions improve patient access and satisfaction
“These digital tools make healthcare more accessible by eliminating barriers and simplifying patient-provider interactions,” says Alex Harwitz, VP, Digital Front Door, at Experian Health. “Automation can take care of repetitive tasks that take up staff time, so staff can focus on helping patients directly. Real-time scheduling, accurate cost estimates and streamlined mobile options meet patients where they are and give them the control and flexibility they want.”
Bottlenecks, wait times and costly errors go down, while patient satisfaction is higher.
3 solutions to improve the digital front door
Harwitz suggests three ways to use the digital front door to eliminate friction in the patient journey:
1. Simplify patient scheduling
Patients’ litmus test for patient access is how quickly they can see their doctor. To help patients quickly find and book the earliest available appointment, healthcare organizations turn to Experian Health’s Patient Schedule software. This 24/7 digital scheduling platform guides patients to the right appointment and provider in line with scheduling and business rules. Patients can easily cancel and reschedule if necessary, and no log-in is required, so new patients can get started instantly. Automation optimizes scheduling capacity, so no appointment slots are wasted, improving call center efficiency.
There’s also the option to incorporate automated text, interactive voice response and email reminders so patients don’t forget their appointments, which will increase completion rates and reduce gaps in care.
2. Speed up registration times
Patients don’t want to sit in waiting rooms and fill out manual paperwork, and healthcare staff have limited bandwidth to handle high patient volumes. Tools like Registration Accelerator can streamline the registration process, by reducing manual efforts and paperwork for patients and staff. This patient intake solution sends an automated link that allows patients to register anywhere, and at any time.
Patient Access Curator uses AI-powered data capture technology to collect and verify patient information at registration, reducing the need for manual input. In a single click, the tool runs simultaneous inquiries to capture:
- Eligibility verification
- Coordination of benefits
- Medicare Beneficiary Identifiers
- Coverage discovery and patient financial status
- Patient demographics
Not only does this accelerate the registration process for patients, but it also gathers clean, accurate data for downstream claim submissions. This technology has prevented over $1 billion in denials since 2020.
Watch the webinar: How Patient Access Curator is transforming claims management from the front end of the revenue cycle.
3. Provide more accurate estimates
With 96% of patients looking to their provider to help them understand their insurance coverage, the demand for better financial communications is clear. More than 80% of patients say accurate upfront estimates help them plan for costs. If they feel they can’t afford to pay, 43% say they would consider postponing or canceling care. Lack of clarity is a health risk as much as a financial one.
Experian Health created Patient Financial Advisor and Patient Estimates to help providers improve price transparency. Healthcare providers can use these tools to generate precise cost estimates based on real-time pricing information and offer convenient online payment options to expedite collections. Patients can get a personal estimate, customized payment plan and submit a payment in a few clicks. This addresses patient concerns about affordability and transparency, while ensuring providers remain compliant.
See it in action: the digital front door in the real world
- How IU Health used guided scheduling to boost patient satisfaction and improve operational efficiency even as patient volumes increased.
- How Banner Medical Group uses Patient Estimates to boost patient satisfaction and meet compliance requirements.
- How West Tennessee Healthcare modernized patient intake with automation.
The evolving digital front door in healthcare
The digital front door in healthcare isn’t just a single entry point — it’s a constantly evolving way to connect with patients, bridging digital and real-life interactions. By tackling common challenges like outdated booking systems, unclear financial statements, lengthy waits and limited payment options, healthcare organizations can create a smooth, patient-friendly experience that boosts satisfaction, builds trust and improves results for everyone involved.
Learn more about how Experian Health’s digital front door solutions tackle the most common pain points in patient access and deliver convenience, clarity and control.
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