
InstaMed CEO Bill Marvin and Karen Webster, CEO of PYMNTS.com discuss the impact of COVID-19 on healthcare and how the accelerated adoption of contactless experiences, including digital payments, will be the industry’s new normal. Podcast with Bill Marvin
Highlights
- Healthcare has been impacted by COVID-19 unlike any other industry and has forced many providers and health plans to quickly prioritize an online payment strategy to ensure critical cash flow.
- Healthcare’s rapid adoption and utilization of telehealth in response to COVID-19 shutdowns shows just how fast the industry can move to implement new technology – now digital tools are implemented in a matter of days, not weeks or months.
- The new normal in healthcare will require organizations to build trust with consumers through contactless, digital and automatic experiences wherever possible, including from BYOD technology for appointment check-ins to digital wallets to manage patient balances and health plan premiums.
- Millennials, as digital natives and the largest generation in the workforce, will continue to drive healthcare’s shift to contactless experiences long after COVID-19 and will stay loyal to providers and health plans that embrace digital channels.
- After decades of a focus on electronic transactions between providers and payers, digitization of consumer transactions is the next frontier as consumer demand for contactless options, including eStatements, remains unmet.
- The COVID-19 pandemic will drive a step-change in the adoption curve of digital experiences, as seen in the rapid growth in telehealth and will spread to administrative processes like healthcare payments, ultimately creating a better healthcare experience for all stakeholders through digitization.
Contributors

Bill Marvin
President & CEO, Instamed Managing Director, J.P. Morgan
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