Introducing the State of the Healthcare Financial Experience
Healthcare finance is at a turning point. Rising costs, digital demands and shifting expectations create new challenges for payers, providers and members. Today’s disconnected systems and processes add complexity, slow payments and strain trust.
To help organizations gain a clearer view of these dynamics and what’s next, we’ve launched the State of the Healthcare Financial Experience research series. This ongoing work brings together perspectives from payers, employers and consumers to reveal where priorities align and diverge — and how the industry can move forward.
Moving Toward Clarity and Connection
The research makes one point clear: incremental improvements are no longer enough. Progress calls for a more unified approach, where transparency, a seamless digital experience and shared goals work together.
When networks, pricing, claims and payments are connected, organizations do more than reduce pain points. They build a financial experience that empowers better decisions and delivers measurable results.
Key Takeaways from the Research
Here’s what stands out:
- Cost pressures remain intense. Nearly half of consumers say higher costs are due to insurance company profits. Building understanding across all stakeholders is essential.
- Expectations are rising. Employers are focused on both cost control and employee experience — and will change partners to get it right.
- Digital isn’t optional. Younger consumers are driving adoption of digital tools, but frustrations grow when solutions don’t connect smoothly.
- AI brings both optimism and questions. Employers expect meaningful AI-driven improvements. Payers see potential, but stress the need for strategic, responsible use.
- True alignment is still rare. Diverging goals — from cost management to deeper engagement — highlight the need for greater connection and clearer communication.
The path forward is clear: meaningful change comes when organizations prioritize clarity, connection and a commitment to shared outcomes.
