Rapid changes in the healthcare industry over the past year have forced providers to adapt to new operations at their in-person facilities and to cope with increases in the number of visitors accessing their services digitally. Telehealth visits increased rapidly in the early months of the global health crisis, accounting for 13% of private medical claims in April 2020 compared to less than 1% they represented in January of the same year. PYMNTS The data also found that consumer demands for digital healthcare experiences were 50 to 175 times greater at the onset of the health crisis than they were before. Virtual tours have declined since their peak in April 2020, but telehealth services are still experience increased adoption compared to their 2019 tariffs.
The digital migration of healthcare has created significant challenges for healthcare providers. They need to make sure their patient’s virtual experiences deliver the speed, quality, and privacy that puts them on par with in-person visits, and many clients are starting to ask their healthcare providers to support digital payment methods, such as contactless credit and debit card payments. Consumers are also expressing more concerns about online privacy and the security of these digital health services. A recent study found that 54% of patients raised concerns about cybersecurity when accessing their Personally Identifiable Information (PII) online.
Digital verification and re-verification solutions must be part of healthcare providers’ new digital channels and services to allay patient concerns, as failure to do so could seriously affect consumer confidence in their providers, but these solutions should also not add excessive friction. . The following Deep Dive will analyze emerging trends and developments within the broader healthcare industry and examine how digital changes are affecting identity verification and payment needs across the space. He will also explore why supporting robust digital ID solutions and innovative payments in a personalized way is a necessary part of delivering the patient-centered experiences consumers need.
Changing telehealth payment preferences and security needs
Consumer interest in telehealth services has been on the rise for several years, but the global health crisis has played a significant role in prompting healthcare providers to support virtual services. October 2020 study found that the proportion of physicians who used telehealth to communicate with patients had quadrupled since 2019, for example.
However, healthcare providers and healthcare professionals face a steep learning curve when creating these digitally-driven healthcare solutions, which includes responding quickly to new patient expectations for healthcare. interactions and transactions. Consumers are pushing harder to access smoother healthcare payments as more than half of patients are willing to contemplate change provider if it improves payment experiences. More and more patients are also looking for mobile-optimized payment solutions, with 31% of customers affirming that they pay their medical bills faster when they can do so through a mobile app.
Consumers are also looking for fast payment methods that can be used for both virtual tours and in person, sparking greater interest in contactless solutions. These trends mean that healthcare providers must prioritize offering digital payment methods and telehealth services to meet new patient expectations. To operate successfully in a digitally driven healthcare space, however, state-of-the-art verification solutions and security measures must be put in place. The need for tighter security methods intensifies as the healthcare space – particularly the virtual arena of healthcare – becomes more and more attractive to fraudsters, fueling fears of theft. medical identity which could also have a financial impact on patients. Fraudsters using stolen credentials could impersonate patients to file false insurance claims, for example, defrauding the patient, the healthcare provider and the insurer both. The implementation of identity verification solutions capable of blocking such schemes and easily distinguishing legitimate consumers from fraudsters armed with synthetic identities is therefore essential.
Confidentiality Telehealth Payment preferences and security needs
The events of the past year have highlighted the ever-changing security needs of healthcare providers. Fraudsters are increasingly targeting the space as services move online and consumer privacy and security preferences change – and bad actors have quickly taken advantage of these changes. Data breaches now cost healthcare providers $ 7.1 million per incident on average, the highest average cost observed for any industry. Lost personal information also costs an average of $ 150 per individual record, regardless of industry, meaning that recovering such breaches becomes a costly endeavor for businesses of all types.
The theft of medical data can be particularly devastating for providers and patients, especially since the former must comply with the Health Insurance Portability and Liability Act and other regulatory requirements regarding health insurance. storage of sensitive information. Data breaches that allow fraudsters to access this information could break these rules and allow malicious actors to create synthetic identities and launch other fraud schemes.
Medical entities can also lose the trust of patients if they do not protect their data. Customers’ expectations for online privacy and security are increasing alongside their expectations for better access to digital health services. The share of consumers who to abandon their healthcare providers for new services in the event of a cyber attack increased by 30% between 2019 and 2020, for example, and the majority of consumers are report concerns about security when logging in and viewing their PII online with their healthcare providers. Consumers want to be sure that their providers keep this login process safe from scammers, by protecting gateways such as patient portals, for example. Forty-six percent of providers noted that securing such portals can be difficult when patients also expect the sign-in process to be transparent. Figuring out how to balance these two components is a critical task for providers as the healthcare space becomes more digital.
The future of identity verification in healthcare
Healthcare providers can leverage a diverse list of emerging technologies and solutions, including biometrics, alertness detection or automated data comparisons, to verify patient identities and keep their virtual platforms secure. Growing mobile-centric consumer trends make biometrics an attractive option. Many smartphones allow biometric solutions such as facial or fingerprint recognition, which could offer enhanced security for healthcare providers deploying more digital services. A study found that 54% of Americans chose biometrics as their first choice for identifying medical records – a fact that speaks volumes to consumers’ comfort with using such verification methods.
Integrating biometrics into telehealth services and healthcare payments for tighter verification presents many opportunities for healthcare providers, enabling them to implement safer and more secure accreditation services. robust while championing personalization and ease of use for consumers. These notions are to become more common in healthcare as virtual care grows, indicating that providers are aware of the need for innovation in identification. The presence of digital identities specific to the biometric signature of each individual could remain a point of interest in the healthcare field in the coming years, as security needs evolve. The healthcare industry is going through a period of rapid digital innovation, and vendors will need to keep an eye out for digital identity trends and challenges to ensure they keep themselves and their customers safe.